MSP vs. Break-fix: What’s Best for Your Business
May 2, 2024
In the tech support world, two types of support exist: managed services and break-fix. So how do you decide which one is best for your business?
Hidden Costs of Break-Fix
On the surface, a break-fix service might seem like the more efficient tech support choice, as you only pay when something goes wrong. But this ignores a major hidden cost of the break-fix relationship.With the break-fix approach, the client may feel it’s better to use their tech support as little as possible. This causes the employees to spend their time troubleshooting “minor” technology issues outside their ability.
Instead of working on sales or reports, their team members are wasting time fixing a printer. Or maybe they're figuring out why the internet is slow. Productivity suffers, and so does employee morale.
In a break-fix relationship, the support company has no incentive to resolve issues quickly since they’re paid by the hour. So, whether they solve one client’s issue in five hours or five clients’ issues in the same time span, they make the same profit.
Instead of a win-win scenario, the relationship is out of balance. The client wants the issue solved as quickly as possible, regardless of the solution. But there’s no such incentive for the break-fix support to solve the issue promptly.
The MSP Model Aligns with Client Goals
When a client uses a Managed Service Provider (MSP) for proactive support, both organizations align on goals.The MSP wants issues to be solved as quickly and cost-effectively as possible. Because MSPs charge a flat monthly or yearly rate, to them, time is money. They don’t make more based on how long it takes them to solve a problem.
The quicker the solution, the better for the MSP. With quicker solutions, MSPs can serve more clients, which ultimately means more revenue.
The same is true for the client: faster solutions increase productivity, resulting in a healthier bottom line. It’s a win-win for the MSP and the client.
But MSPs like FIT also want to foster long-term partner relationships. FIT doesn’t opt for quick fixes for a short-term solution. We want permanent solutions that help your organization reach its goals. We offer guidance and roadmaps so you can leverage
your technology to increase your organization’s productivity and success.
In an MSP relationship, there is no grey area for whether it is “worth it” to call tech support. All the costs are a predictable piece of your organization’s budget. No problem is too small, giving employees peace of mind that they’ll always be able to be as productive as possible.
To learn more about how an MSP like FIT can elevate your organization, contact the experts at FIT today.
