It feels like my law firm is getting a new consultant every week from the MSP – Is this normal?
Is your law firm facing a never-ending stream of new IT experts? High employee turnover and the inability to find IT professionals with the necessary technical skills affect MSPs in today’s job market. First, it was the COVID-19 pandemic impacting workers’ availability, and currently, the MSP industry is struggling to find qualified IT talent to support an extremely popular and competitive industry.
Today’s modern law firms rely on MSPs to provide a wide range of technology services, including network maintenance, help and service desk assistance to users, and system security. When MSPs make frequent changes, it negatively impacts a firm. Granted, even MSPs cannot control all changes, but perhaps they can manage the customer impact. How can law firms find a reliable MSP to build a strong and lasting business relationship?
This guide describes why MSP experts constantly change, the impact on the firm and how to find a reliable MSP and develop a strong partnership.
Key Takeaways:
The last 7 benefits of using an MSP
- What is the role of an MSP in a law firm?
- What is the impact of frequent IT provider changes on law firms?
- How to find a reliable MSP?
- What are tips for building a relationship with an MSP?
What is the role of an MSP in a law firm?
IT managed service providers (MSP) offer IT support like help or service desks, security management, data management, network maintenance, and management. MSPs keep a computer network up to date for software, hardware, and security. For law firms, MSPs manage all the technology involved in using and storing legal documents, customer information, and providing online access to employees and customers in self-service portals.
One major benefit of using an MSP for IT management in a law firm is it allows attorneys and support staff to focus on serving clients rather than trying to manage servers or security. Law firms favor MSPs because they provide exceptional security coverage, maintenance, and continuous threat monitoring. Law firms maintain a significant amount of private data for businesses and individuals, making them a rich target for hackers and other data security threats.
MSPs provide IT services cost-effectively and flexibly, with variable pricing structures where customers can choose a menu of options or monthly plan. Additionally, if the need arises for a new IT server migration or adoption of new technology, an MSP can assist or do the work for you.
What is the impact of frequent IT provider changes on law firms?
People get attached and comfortable when working with a familiar face or voice over time. It’s the same when you’re working with an MSP. Certain MSP employees are assigned to each service type. For example, one MSP expert performs help desk duties such as answering questions and setting up equipment. Another MSP expert may meet with you to discuss strategic goals, new technology, or software to improve business workflows. Once a working relationship is established, it’s difficult to suddenly shift gears when a new person takes over.
When MSP employees continuously change, it disrupts the expected workflow. Meetings may have to happen again, and information must be shared and explained to the new MSP expert. The more frequently MSP employees change, the more re-work and re-training occur to establish an understanding of the law firm and a working relationship.
Additionally, IT answers, and directions may change significantly, causing new changes in strategic plans and end-user frustration. If high MSP employee turnover disrupts your law firm's productivity, it may be time to find a more reliable IT provider.
How to find a reliable MSP?
When looking for a new MSP, do a deep dive and understand your current system and employee needs. What services are critical for your firm? Is it secure record keeping, remote access, live stream meetings or continued work towards task automation for greater efficiency? Work from there and determine where the firm intends to be in the next 1-5 years. Once you’re prepared and know what you need, start looking into MSP providers.
Look for an MSP with services that include:
- Industry experience
- Avoid using MSPs that don’t have prior legal or law firm experience
- Understanding the peculiarities of the industry is critical for providing the proper support and guidance
- A flexible service model that’s scalable for future growth
- Experts in a wide variety of technology
- Continuous and regular communication focused on your business strategy and growth needs
- Proven expertise in all the technology necessary for your business
- Resources with specialized skill sets, including IT maintenance, security, cloud technology, cross-platform support, and customer service, are critical
- Offers proactive support and strategic business reviews and guidance
- Proactive maintenance, support, and security that prevents downtime and security issues
- Offers system reviews for improving productivity using technology
- An account or project manager that’s effective and communicates regularly
- A clear pricing model with multiple options
- Provides a clear pricing structure
- Accurate and understandable billing at regular intervals
- High-quality support that’s truly 24/7 for end users
- Performance-based SLAs for service levels
- Measures customer satisfaction using industry-standard metrics
- Fast and effective response and resolution times
Once you’ve narrowed down the list based on services and features, assess the MSPs’ reputation for delivering a quality experience.
Before selecting a new MSP, research additional information, including:
- Conduct a full background check
- Determine their customer satisfaction rating
- Find out their years of experience the legal industry
- Ask for a list of current law firm customers
- Find out where your business data will be housed
- May be pertinent to meeting regulatory compliance requirements
- Get the details on applicable SLAs, including actions if they're not met
- Get details on service hours and service availability
- Research and find out if they are SSAE compliant for security
Ask around legal professional circles for feedback on the MSPs’ communication and response quality. Find out if anyone has benefitted from the MSPs' strategic advice. Essentially, poke around before you sign the contract.
Tips for building a strong MSP relationship
Building a strong MSP and law firm relationship starts with communication and setting clear expectations. When you start with a partnership approach, it’s easier to set communication protocols and create an open communication flow.
Other tips for building a strong MSP relationship include:
- Define clear and specific expectations
- MSPs can review your system, but it’s best to understand your system and explain your needs
- Establish connection points between businesses
- Set points of contact with backup resources so communication continues
- Provide clear instructions
- Document which systems need monitoring, backup periods, and security alert responses, for example
- Measure service levels and customer feedback
- Collaborate on strategic system plans for the future
- Set objectives for ongoing maintenance and support
Communication is crucial on both sides to build a strong IT provider relationship.
Are you ready to benefit from MSP IT Support services?
A common question for law firms is how do I find an IT consultant for my law firm? Law firms need an IT provider with legal industry experience, communication skills, and to provide strategic technology direction that keeps the firm up-to-date and secure.
MSPs make exceptional IT partners when the business relationship is strong. Law firms with experts in all IT sectors, benefit from exceptional MSP experience to keep their networks secure and ready for the future.
If you’re in the market for an MSP partner with experience serving law firms, look no further - Endsight is your MSP partner, 24/7. Endsight keeps your business up and running using the latest advanced technology for all IT related tasks.
Get your free assessment today and see how Endsight can help your business.
Do you need assistance deciding on an MSP IT Support provider? Look no further than Endsight. Check out our client testimonials and get a sense of what we can do for your business!
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