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Building Meaningful Relationships in IT Support: More Than Just Reselling Tickets

In the IT support industry, merely reselling support tickets is not enough to ensure the best experience for clients. A successful business should focus on fostering strong relationships and understanding the outsourcing model.

In this article, we will discuss the importance of going beyond reselling support tickets and how managed service providers (MSPs) can create lasting relationships with their clients and outsourced providers.

We'll cover the following key aspects:

  1. The drawbacks of simply reselling support tickets

  2. The importance of understanding the outsourcing model

  3. The role of MSPs as the middleman in client relationships

  4. Ensuring a quality experience for clients

  5. The value of partnership over mere reselling

The Drawbacks of Simply Reselling Support Tickets

Reselling support tickets without a deeper understanding of the outsourcing model can lead to subpar experiences for clients. MSPs who focus solely on reselling may not be able to provide the same level of service that their clients expect. 

This often results in dissatisfaction and a lack of trust, which can negatively impact the client-provider relationship.

The Importance of Understanding the Outsourcing Model

To ensure a successful outsourcing partnership, MSPs must have someone in their organisation who understands the intricacies of the outsourcing model. This understanding enables them to navigate the challenges and opportunities that come with outsourcing IT support, ultimately leading to better outcomes for their clients.

The Role of MSPs as the Middleman in Client Relationships

As the middleman between the client and the outsourced IT support provider, MSPs must maintain an effective level of understanding of their client's needs and concerns. They should actively participate in the relationship, ensuring that their clients receive the best possible service and that their interests are protected.

Ensuring a Quality Experience for Clients

To deliver a quality experience for clients, MSPs should focus on creating a strong relationship with their outsourced providers. This involves open communication, collaboration, and a shared commitment to the client's success.

By actively engaging in the relationship, MSPs can ensure that their clients receive a seamless, high-quality service that meets their expectations.

The Value of Partnership Over Mere Reselling

A successful IT support partnership goes far beyond simply reselling tickets. MSPs should strive to build lasting relationships with their clients and outsourced providers, focusing on understanding their client's needs and delivering the best possible service. This approach fosters trust, satisfaction, and long-term success for all parties involved.


In IT support, building meaningful relationships is essential for delivering a high-quality experience to clients. MSPs must surpass the mere reselling support tickets and focus on understanding the outsourcing model, acting as the invested and informed middleman in client relationships, and fostering strong partnerships. 

By embracing this approach, MSPs can ensure the best possible outcomes for their clients and create lasting, successful outsourcing partnerships.

Watch the video interview with industry expert Yusuf Yeganeh of White Label IT, where he discusses the importance of going further than simply reselling support tickets, and of investing in collaborative relationships in IT support outsourcing.

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