Does Your Managed Service Provider Truly Know You?

*Updated 26 February 2025*

Do you feel like a valued client or just another account number? Does your Managed Service Provider (MSP) truly understand your business, or are you just another name on their contract list? 

This is the final post in our seven-part series on understanding your MSP—an exploration of the questions you should be asking to ensure you’re receiving the support, attention, and expertise you deserve. 

 

More Than Just a Service—A Relationship 

Choosing the right MSP is about more than ticking boxes on a service agreement. It’s about trust, understanding, and a true partnership. With so many providers offering managed services, how do you determine which one truly aligns with your business? The answer lies in the relationship. 

Your MSP should know you—not just your business name and IT infrastructure, but your challenges, your ambitions, and the way your team operates. It’s one thing to provide a service; it’s another to tailor that service to meet your needs. 

 

Feeling Valued Matters 

We all want to feel important, to know that we’re being heard and that our contributions matter. The same applies to the relationship between you and your MSP. If you’ve ever felt like your concerns were brushed aside or that your needs weren’t truly understood, then something is missing. 

An MSP should not only provide technical solutions but also listen to your needs, anticipate your challenges, and proactively work to help you succeed. If they don’t—are they really the right partner for you? 

A Deeper Understanding 

A great MSP doesn’t just manage networks and systems; they understand the people behind them. They recognise that your engineers might have strong opinions about a particular software or that your front desk staff might not be tech-savvy. These insights make all the difference in delivering solutions that fit seamlessly into your business. 

Beyond technology, your provider should grasp your long-term goals, business model, and growth plans. Are they aligned with your future? Are they suggesting innovations that will help you scale? Are they invested in your success? 

Your business isn’t just another client on a list. It should be respected, prioritised, and fully understood. 

 

The Strength of Customer Relationships 

How does your current MSP treat you? Do they dictate solutions to you, or do they engage in meaningful discussions about your needs? 

An MSP with long-standing relationships and respected clients may seem like a safe choice, but where do you fit into their ecosystem? Are you an afterthought, or do they make you feel like an essential part of their business? The difference between a supplier and a true partner is massive and knowing which one your MSP aims to be is crucial. 

 

Actions Speak Louder Than Words 

Words are easy. Promises are cheap. But what does your MSP actually do to demonstrate their commitment to your business? Do they: 

• Regularly check in with you—not just when it’s time to renew your contract? 

• Offer proactive recommendations for new technologies that can give you a competitive edge? 

• Host workshops, webinars, or meetings to keep you informed about industry trends? 

• Ensure you have a dedicated point of contact who truly knows your business? 

If the answer to most of these is ‘no,’ then it may be time to reassess whether your provider is invested in your success or simply maintaining the status quo. 

 

Beyond the Sale: Real Support 

A great MSP is there before, during, and long after a project is completed. When you need to expand, relocate, or make changes, are they there to guide you every step of the way? 

Do they have clear strategies in place to prevent issues before they arise, or do they only react when something breaks? Are they flexible enough to adapt to your business’s unique needs, or do they expect you to adjust to their processes? 

The right MSP should offer a seamless experience, delivering solutions that align with your operations, not forcing you to adapt to theirs. They should be a partner, not just a provider. 

 

A Partner, Not Just a Provider 

At the very least, your MSP should understand your business well enough to deliver precisely what you need. At best, they should be an extension of your team—anticipating your needs, providing thoughtful suggestions, and genuinely caring about your success. 

Your Account Manager should be more than a name on an email signature. They should be someone you can talk to with ease, someone who knows about your company’s values, your ambitions, and maybe even your favourite weekend hobby. Because at the end of the day, business is built on relationships. 

 

Where Do You Stand? 

So, ask yourself: how close do you feel to your Managed Service Provider? Are you a client, a customer, or a true partner? 

If you’re ready to experience what a real MSP partnership looks like—one built on understanding, respect, and genuine support—let’s talk. Long-lasting relationships drive productivity, and we’d love to show you how.