In today's rapidly evolving digital landscape, many businesses are considering the benefits of outsourcing their IT support. However, with change comes apprehension.
Common objections and misconceptions about outsourcing often cloud the decision-making process. At White Label IT, we understand these concerns and are here to address them head-on. From worries about losing the personal touch to concerns about data security, we've heard them all.
In this blog post, we'll tackle each of these objections, shedding light on the reality of outsourcing with White Label IT and demonstrating how we prioritise your business's needs, ensuring seamless integration and top-notch service.
Let's dive into the most common objections and demystify them one by one.
People will notice it’s not their regulars answering the phone!
Since when has change ever been a bad thing, if well managed, new names on your helpdesk will show you’re a proactive, expanding team. The only reason people expect “their regulars” is because they don’t think a consistent service is possible on a helpdesk when several people are doing the same job.
This quite simply isn’t the case in Managed IT, and through our extensive onboarding process, your clients will be amazed at just how much the “new starters” on the helpdesk can do.
There is so much information, how can we possibly share it all!
Having a shared knowledge base is integral for scaling your MSP. If you can train new members of the team on the knowledge and processes, then working with White Label IT is no different.
We are just an extension of your own support team and work with large amounts of data each day, finding the right information is one of our core competencies and is how we’re able to support 1000s of MSP clients.
My data won’t be safe, and I can’t keep track of who’s doing the work!
We have full auditing and reports of who is taking calls and accessing data on our team through a variety of means, including third-party software, as well as AAD, In-tune, Auto-pilot etc. Incidentally, we also mandate that any data or passwords you give us are MFA protected, which also adds to the audit trail.
As a business, we are Cyber Essentials PLUS compliant, and all use tracking in the same way across our MSP and White Label clients.
I don’t want to lose the personal touch of my service!
We have a vast amount of experience being transparent with our MSPs’ end users. This includes being able to present a personal service. The way we accomplish this is with small teams who build up a gradual rapport, where possible, with end users.
However, the most important factor here is solid onboarding, where through non-robotic scripts, our engineers can tailor the client experience to the exact tone of your MSP.
My clients might detect I’m using you and be mad!
Although in the MSP community there is a tendency to feel that outsourcing is a dirty word, and clients may be put off if they ever discover it going on. Our experience is that this simply isn’t the case, and as long as end users are having their problems solved, and having their expectations managed, then everything else becomes a non-issue.
It sounds like too much money, as I’m not charging enough!
This is a very common point of view, especially with smaller MSPs who have not fully realised their value to their clients. Our pricing makes our service very affordable for all MSPs, and we are happy to provide reference clients you can speak to.
It’s also worth noting that as a WL client, you can always request a meeting with our sister MSP “Microbyte,” and have a one-to-one session on pricing and packaging which may help unlock some value in your business.
I can just pay my existing engineers’ overtime, and they will pick up the phone!
We are around 24/7, 365 days a year, without the stress of having to arrange and ask people to do more than they should. Having us gives you that time back and takes away the worry of not being able to offer support at any time.
I won’t be able to keep track of all work you are doing!
During the onboarding process, we work with you to find a solution that works for both sides. Whether it is a dedicated ticket queue or a different closure code for cases, we help to make sure that everything is transparent.
We will also send you reports of calls/cases that we have actioned. Everything is recorded in our internal system for full reporting, so there is always a record of who has done what.
I’m worried that you use people outside the UK!
Change can always be concerning, especially when using resources outside the UK. That’s why we make sure all our foreign engineers maintain the highest standards with no exceptions. Only if we’d hire in the UK, would we hire the candidate abroad. Every member of staff, regardless of geography, must go through the same rigid training and roadmaps.
Is my data secure and transferred outside the UK?
The less data we have on your MSP, the better and safer for everyone involved. We follow all Cyber Essentials PLUS guidelines as well as ISO 27001 principles. However, the main factor which ensures your protection is that we don’t store any personal information related to your clients. All information is stored within your PSA etc.
If I use you, I can’t guarantee a 1hr response time, especially for P1s!
No one wants to be kept waiting, for this reason, over 90% of all our cases are looked at within 1hr! This increases towards 100% for P1 cases as emergencies need to be acted on sooner rather than later. We need to be as responsive as (if not more than) the MSPs we look after.
What happens when I need more resources out of hours!
When you grow, we grow with you. Having a scalable out-of-hours team means you're only paying for what you use as and when you need it. All we ask is that you commit to the bare minimum number of tickets your MSP will need, and then increase these blocks of tickets. You can also request dedicated resources for longer project tickets.
Your agents can’t possibly be skilled enough to know my clients!
We don’t pretend to know everything straight away, just as a new employee can’t pick everything up on the first day. However, our onboarding and standardisation processes make sure that we learn from you and help guide you on the best ways we’ve discovered for information to be stored and managed for outsourcing to be successful.
Our onboarding process allows our team to discover the correct paths to finding the information needed to solve your customer's problems quickly.
What happens when things get too complicated for the helpdesk?
It’s important that there is a clear communication channel back to you as the MSP. We will always do our best to solve a problem, but if it needs a deeper dive from you, the MSP, due to some nuance about the client that we can’t possibly know, then we ensure that the process is smooth and passed over in the correct way, keep the client appropriately appraised.
Take the next step
In the ever-evolving world of IT, it's essential to make choices that not only benefit your business today but also set you up for success in the future. Outsourcing, when done right, can be that strategic choice.
We've addressed the most common objections, and we hope this has provided clarity on the value and security White Label IT brings to the table. If you're ready to elevate your IT support, reduce overheads, and provide consistent, high-quality service to your clients, it's time to consider a partnership with us.
Contact White Label IT today and discover how we can seamlessly integrate into your operations, ensuring your clients receive the best support possible.