The Importance of the Human Factor and Clear Communication When Choosing an MSP
In a world that’s increasingly automated, finding the right Managed Service Provider (MSP) can be more complicated than ever. You want robust IT solutions, efficient response times, and top-notch support—but you also want a partner who truly understands your business needs. While some MSPs seem to lean heavily on automated solutions to tackle your problems, others might be just a one-person operation that’s nearly impossible to reach. It’s important to keep a balance: robust automation that’s backed by a human touch, paired with clear, consistent communication.
Automation Has Its Place—But It Can’t Replace People
Let’s face it: automation is both necessary and beneficial in the IT world. It reduces repetitive tasks, flags issues before they escalate, and helps maintain robust cybersecurity measures 24/7. However, relying exclusively on automated scripts and chatbot-style support can lead to communication breakdowns. Sometimes, a problem simply isn’t a straightforward “checklist fix.” That’s where the human factor comes into play.
When you’re evaluating an MSP:
- Look for a balance. Does the MSP use automation to increase efficiency but also offer a dedicated support team for more nuanced issues?
- Ask about escalation processes. If the automated system doesn’t resolve your issue, how quickly can you speak to an actual person?
The Downside of a One-Man Show
On the other end of the spectrum are MSPs that are effectively a “one-man shop.” While they may be highly skilled, the challenge is often availability. A single individual wearing all the hats—support, sales, tech, finance, and more—can end up stretched too thin.
If you’ve ever had trouble getting in touch with an MSP because the owner was out on a service call (and then another…and another), you know how frustrating it can be. Although these providers might have the best intentions, consistent communication can suffer when there’s no backup or structured team in place.
Why Clear Communication Matters
No matter the size of the provider or the level of automation, communication is the keystone of great IT support. After all, technology is ultimately about solving human problems—so if you don’t have a clear line of contact, how can you rest assured your issues are getting fixed?
When discussing your expectations with a potential MSP, consider the following:
- Response Times and SLAs (Service Level Agreements).
Make sure they have—and honor—a clearly defined escalation path. You want to know exactly how long it will take to get a response to critical vs. non-critical issues. - Communication Channels.
Do you prefer phone calls? Email? Online chat? A ticketing system? Find out how the MSP communicates and whether they can align with your preferred channel. - Regular Check-Ins and Reporting.
A proactive MSP should not only fix your issues when they arise but also provide regular reports and check-ins to prevent problems in the first place. - Transparency.
It’s important that you understand what your MSP is doing behind the scenes. Are they keeping you updated on ongoing changes, patches, and long-term improvements?
Choosing the Right MSP for Your Business
Ultimately, the best MSP for your organization is one that understands your unique challenges. They should have:
- Solid infrastructure and enough staff to ensure someone is always available to handle your requests—no endless phone tag or radio silence.
- Automation that works for you, behind the scenes, so you’re not stuck filling out tedious forms or waiting on unhelpful chatbot interactions.
- A human touch—responsive people who can address complex issues, listen to your concerns, and communicate solutions in an understandable way.
Final Thoughts
As you navigate the process of selecting an MSP, remember: technology might be at the core of the service, but it’s people who will drive it forward in a meaningful way. Effective communication and a strong human factor should form the backbone of any successful IT partnership. By striking the right balance between automation and personalized support, you’ll gain an MSP that’s not only agile and efficient but also responsive to your needs—one you can genuinely count on when it matters most.
If you’re satisfied with how CDML has served your business, consider referring us to other small and medium-sized businesses. Your referrals are the highest praise and support you can offer, helping us continue to provide high-quality IT solutions to businesses like yours.
Need help or want to learn more about what good MSP support looks like?
Our team is happy to walk you through our balanced approach—combining proactive monitoring with responsive, human-led service—to ensure your business runs at its best. Reach out today to see how we can become a valuable extension of your team.
