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10 Signs that it is Time to Change IT Services Providers

Changing IT providers may appear to be more trouble than it’s worth. Still, when considering lower costs, saved time, and improved service, an outsourced IT service is precisely what most successful businesses need.

Generally, companies continue to use the same IT provider for prolonged periods due to convenience and dependability. However, it is essential to remember that every growing organisation deserves excellent IT management, and it is acceptable to seek out a different company that suits them.

‍What is an IT provider?

An IT provider is an independent company outsourced by businesses to ensure that their IT systems run smoothly, are updated regularly and remain secure while solving daily technical problems swiftly and efficiently. The IT provider enables companies to focus on their core business operations without wasting time on frustrating IT issues.

Many offer fast broadband, giving smooth, seamless connections for multiple users, resolutions to cloud difficulties, strong cybersecurity, and disaster recovery. Another part of their service is report generation and training on new software while maintaining exceptional customer service and system performance.

Justifications for switching IT providers:

Switching your IT provider is an important decision that requires careful consideration of the changes’ benefits and drawbacks. There are numerous reasons why switching IT providers may be a good idea, and weighing up all the pros and cons before making a final decision is essential.

Here are our top 10 reasons to justify making the switch, which should be taken into account when evaluating the available options:

1. High costs and substandard results

IT management is a crucial component in every organisation. Businesses today operate in a technology-driven environment; Therefore, delivering a reliable IT service is vital to smooth company operation. Just as competent IT support may increase capabilities, the same is true of ineffective assistance, which can seriously affect the company.

A recent survey found that 8% of small and medium UK businesses claim they have never received a contract from their MSP or admitted they have never read the terms and conditions. An agreement between a company and an outsourced IT provider will specify important information such as pricing ranges, technical specifications, and expected levels of customer service. Be warned, one example of a poor IT service is the absence of a contract.

2. Frequently receiving sluggish service

Reputable managed service providers (MSP) supply all clients with excellent transactional support, whether a large or small business. Additional extras such as impeccable customer service, transparent reports, and continued investment in their service should be included as standard and are the crucial differences between a low and high-quality provider.

An IT company is responsible for quickly and effectively resolving technology difficulties with committed customer care, often before the client realizes a problem. Sluggish service indicates an uncommitted company with poor standards and little desire to expand its customers’ businesses.

Office IT Support

3. The IT provider is not equipped to handle emerging technology

Investing in new technology is vital to company success, and enthusiastic IT specialists understand that it can unlock business potential and give more freedom and security.

They will urge companies to use these advancements as part of their regular contractual service. Although some organisations may be hesitant, new technology will not only significantly impact business growth but will also showcase the capability and confidence of the IT provider.

Those providers who do not embrace emerging technology and empower their clients with it are merely slowing them down and increasing the risk of cyber attacks from clever hackers.

4. The unfamiliarity with other industries when Onboarding

The onboarding process is vital to any contractual agreement when outsourcing to a new service provider. The IT business should have conducted in-depth research regarding their new client and created a robust understanding of their requirements and how they operate. This will enable the provision of specific or essential services, such as the need for 24/7 helpdesk support for hospitals.

5. Frequent below-par IT system performance

Fast and efficient IT performance is an essential part of everyday life, therefore ensuring technology systems are running to optimum efficiency is a fundamental requirement of a service provider.

Frequent substandard performance can negatively impact an organisation and frustrate the end user.

The outsourced IT company should ensure this never happens and endeavour to resolve any problems that arise quickly and efficiently, as system flaws lead to dissatisfied clients, a drop in business, and a stressful work environment.

6. Irregular and weak communication with the IT provider

A company needs effective communication throughout the workplace to succeed, meet deadlines, and surpass goals. This should be no different when considering outsourced IT providers, as relationships are essential to expanding businesses.

Experiencing difficult communication is unacceptable and should signal that it may be time to re-evaluate the expectations and requirements of an existing IT team.

7. An Account Manager has not been provided

Account management aims to establish a comprehensive connection between larger companies and the IT support service, improving relationships and adding value to the service provided.

The effective utilisation of an Account Manager enables the development of a reliable, enduring connection and the delivery of a top-notch IT service, promoting customer satisfaction and, most importantly, loyalty.

Those support providers that do not offer an Account Manager risk a lack of cohesion between the client and an absence of understanding regarding the company’s goals and aspirations, as there is no personal connection.

8. The IT provider fails to evolve with company demands

Expansion and growth are critical aspects of any business. As a company naturally expands, there will be frequent changes in the workplace, such as technological advances, growth in staffing, and larger profit margins.

An exceptional IT provider will anticipate these changes, take the opportunity to accommodate the expansion, make suggestions for further growth and ensure the company can update software, develop its support structure, and review its cyber security accordingly.

IT companies that do not keep up with the needs of clients can cause damage to reputation and repress growth.

9. The IT provider often generates reports late and incomplete

Monitoring reports that are comprehensive and issued when expected is a fundamental part of an MSP service that can critically impact the business by overseeing employee productivity, reducing infrastructure costs, and enhancing data flow.

Regular inspections are imperative to understand how every business performs from the inside, and providers will encourage clients to review, digest, and act on the information presented.

Experiencing late or incomplete reports could indicate that the IT provider is not monitoring the servers correctly or keeping track of business requirements, which can seriously affect productivity and operation.

10. A business will frequently handle IT issues rather than contact its IT provider

IT issues are usual in all businesses, as technology can’t function correctly 100% of the time. An outsourced MSP will train employees in self-help methods to encourage them to fix simple problems themselves.

Unfortunately, some outsourced companies can have significant waiting times and unhelpful customer services that employees will quickly lose faith in. An IT firm is contractually obligated to help resolve any IT issues and should fix technical problems either before they arise or immediately after they have occurred.

If an IT supplier is not performing in a way that is expected or that was specified in a contract, a meeting with both parties should be held to address this issue. If the conclusion is not satisfactory, it is time to change provider.

Read more: 10 Factors to Consider When Outsourcing IT Support Services


Working with a provider who fits your business model in every way is essential. If any of the above points have flagged a warning or hit a nerve? then it is time to make the change and see how a new Managed Service Provider can help drive your business forward!

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