3 MSP Myths of Outsourcing Your NOC and Help Desk

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May 29, 2018

Questions and Answers About Misconceptions From MSPs On Outsourcing Your NOC and Help Desk.

As a child growing up in rural Iowa, I played outside (A LOT) and I was always finding new pets to play with. I can remember my being told not to pick up toads because they would give me warts (did it anyway). I also remember being told not to touch baby birds because the mother would abandon babies who smelled like humans (also did it anyway). I learned later in life that toads do not have or cause warts, and birds have a limited sense of smell and would never know if a human had touched their babies, but for years I believed the opposite based off of what I was told.

Here are a few other myths debunked (sorry to disappoint):

  • Swallowed gum does not take 7 years to digest (Gum is actually non-digestable and it passes right through you)
  • Bats are not blind (All species of bats have eyes and are capable of sight)
  • The Great Wall of China is not visible from space (no human structure is, but you can see some cities at night)
  • Toilets do not rotate the other way in the Southern Hemisphere (the Coriolis effect does not alter water in toilets)
  • And my personal favorite, sitting too close to the television does not make you go blind (you can sit as close or as far away from the TV as you would like without damaging your eyes)

While all of these myths are universally believed, they are not actually true (trust me I looked all of these up).

As the Director of Sales for an Outsourced NOC/Help Desk provider, I also hear a lot of different myths around NOC/Help Desk Outsourcing to a Master MSP. Below are the 3 most common myths and misconceptions we hear MSPs tell us about outsourcing, followed by the truth.

Myth #1. I will never outsource because I do not want to lose ownership of my customer.

This is something we commonly hear from MSPs, and for most Master MSP’s like Collabrance, it isn’t true. Most outsourced NOC/Help Desk providers strive to be extensions of the team for the MSPs they serve, managing and supporting environments on behalf of the MSP so they can focus their time and energy on other priorities for their business (like sales, projects, marketing, strategy, etc.). Ownership of the customer remains with the local MSP, and in our agreements the MSP can take their customers back in house or move them to a different platform at any time without penalty. In addition, while Collabrance will install our tools on the customer environments so we can effectively monitor and support those environments, our service providers have access into these tools so they can also see how the customer is being supported. With Collabrance, we view our customer as the MSP, and all of the end users we support on behalf of the MSP, belong to the MSP. As part of the vetting process we recommend finding out where ownership of the end user customer lies, but in most cases the ownership remains with the MSP.

Myth #2. If I transition to a Master MSP, my customers will lose sight of the value my MSP brings to the table.

Also false (if you are working with the right partner). First, most Master MSP’s only provide virtual/remote support via a Service Desk, not on-site support. If the Master MSP can manage the noisy and mundane tasks that your team is doing remotely today, your team will have more time to spend in front of your customers to provide additional value (through QBR’s, projects, strategy discussions, etc.). In addition, the MSP will have more time to focus on what their core differentiators are, so they can add further value to the customer relationship. Second, most Master MSP’s are white label and will represent themselves as the local MSP, so your end user customer will never know that the person they are talking to is not sitting in your local office. I would argue the opposite and say that by partnering with the right Master MSP your business will actually be able to provide even more value to your customer.

Myth #3. I will not outsource because I do not want an overseas help desk supporting my customers.

Another common myth is that all outsourced NOC/Help Desk providers are located overseas. What is true here is that the majority of Master MSP’s are located overseas. This is common because of the need for 24/7 support, and also because labor costs are much cheaper overseas. While the cost of outsourcing with an overseas provider is typically lower, the reality is when partnering with an overseas help desk, the customer experience typically is not as positive and this is feedback we hear on a regular basis from our prospects and partners. What many MSP’s do not know are that while the majority of Master MSP’s are either located overseas, or have some part of their operation overseas, not all of them are. There are several US based options an MSP can take advantage of. For example, Collabrance is based in Cedar Rapids, IA, and not only is our NOC and Help Desk entirely US Based, but each of the different technologies in our stack are also US Based. There are several others as well that keep all of their operations within the United States, and if this is important to your business, we recommend asking how your customers are supported (and where they are supported from) as part of your vetting process.

These myths may not be as exciting as some of the other commonly known myths in the world, like the myth that twinkies never expire. Twinkies are delicious, but they only have a shelf life of 45 days. If you want to learn more about Collabrance and confirm or debunk your own views on outsourcing, take a look at what our partners and end-users say about using Collabrance as a Master MSP and decide for yourself if outsourcing could be a good option for you!

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Category: Business Practices

About The Author

Jim Hocking

Jim Hocking, Director of Sales at Collabrance, is responsible for building the strategic vision for sales and marketing while providing business planning, education, training, and sales assistance to partners. He is also responsible for originating new partnerships for Collabrance. Prior to joining Collabrance in 2016, Jim started at GreatAmerica in 2011. While at GreatAmerica, Jim held multiple sales positions in the Office Equipment Group, and the Communications and Data Group. He also served as a Sales Mentor.