IT support presents unique challenges for manufacturers and distributors. Often, these businesses have limited or no in-house IT staff, and their managed IT service providers (MSPs) may operate in a reactive mode rather than helping them make proactive decisions. This reactive approach can lead to various issues, such as outdated software, lack of responsiveness, and broken EDI solutions, resulting in significant inefficiencies and frustrations.
However, it doesn’t have to be this difficult. Whether you’re a manufacturer or a distributor, here are five essential strategies to improve your IT support. These tips will help you find the right IT partner and ensure that your operations run smoothly and efficiently.
1. Find an IT Support Partner Who Offers Comprehensive EDI Services
If your business relies on Electronic Data Interchange (EDI)—and most manufacturers and distributors do—then you face additional challenges when it comes to IT support. Most MSPs don’t handle EDI, which means you need a separate service provider for this critical technology. EDI providers are typically product-focused companies that add services to support customers, but ongoing support may not receive the same level of attention, especially for midmarket customers.
This situation leaves many manufacturers and distributors in a tough spot. EDI is essential to operations, but the support from EDI providers can be lacking, and your MSP may not be able to help. The solution is to find an MSP that covers EDI along with other standard IT services.
These providers are rare, but they exist. At CMIT Charleston, we handle EDI in addition to all standard technologies that fall under IT support. Specifically, we connect deep EDI expertise with the robust service delivery infrastructure of a world-class MSP, ensuring reliable attention to address issues like exceptions, new fields, data mapping, and adding new trading partners.
2. Find an IT Support Partner Who Offers Simple Monthly Pricing and Unlimited Service Touches
Variable costs are one of the biggest pain points in IT support, particularly for manufacturers and distributors. Providers that bill by ticket count, communication touches, or other factors can lead to unexpectedly large bills. Why can’t your MSP act more like a true partner, taking ownership of your technology support while providing a predictable bill?
Unfortunately, it’s challenging to find an MSP that offers simple billing. The standard practice is to meter everything and charge by units consumed, similar to an old-school phone plan that charges by the minute.
You wouldn’t accept a phone plan that wasn’t unlimited, so why not expect the same from your MSP? For financial stability, find an IT support provider who offers a straightforward monthly price with unlimited service touches.
3. Find an IT Support Partner Who Offers a Service Guarantee for Cybersecurity Incidents
Billing for services required to recover from a cybersecurity incident is a common practice among MSPs, but it isn’t customer-friendly. When you’re recovering from an incident, the last thing you need is a large, unexpected services bill. Look for an IT support partner who offers an incident response warranty. This type of policy provides guaranteed services to contain and clean up a cyber incident at no additional cost, with certain limitations.
If an MSP offers this type of warranty, it’s a strong signal that they stand by their security expertise and are committed to their clients’ peace of mind.
4. Find an IT Support Partner Who Doesn’t Charge Extra for Mobile Device Security
Manufacturers and distributors have unique IT support requirements. Whether employees are on the shop floor or on the road, they may need to access internal systems from a mobile device—either their own or one supplied by the company. Both cases present unique security challenges that must be addressed.
Without best-practice controls for mobile security, lost or stolen devices can expose sensitive data and systems. To secure mobile devices, we recommend the following, managed in Microsoft Intune:
- MFA (Multi-Factor Authentication): Requires users to authenticate by at least two methods to access email, Microsoft 365, and other internal applications.
- MAM (Mobile Application Management): Allows companies to control only the data associated with internal applications accessed on an employee’s personal device without wiping personal data.
- MDM (Mobile Device Management): Allows companies to manage their owned devices remotely, enabling an admin to wipe a device that’s been lost, stolen, or compromised.
It’s common for MSPs to offer these services as separate add-ons for additional fees. However, mobile device security is so foundational that MSPs should bundle it with their lowest service tier, providing peace of mind as part of a predictable monthly bill.
5. Find an IT Support Partner Who Offers C-level Guidance and IT Roadmaps
Midmarket companies often struggle to hire C-level technology executives, such as a CIO or CISO, due to tight margins and other higher-priority needs. This can leave companies without a clear technology strategy, leading to reactive decision-making and unplanned technology expenditures.
The alternative is to choose an IT support partner who offers expert C-level guidance. A provider offering a virtual CIO (vCIO) or virtual CISO (vCISO) can provide consulting on a fractional-time basis, making it a great choice for manufacturers and distributors without a C-level IT leader.
Ideally, your IT support partner should collaborate with you to create a 3-year technology roadmap. This proactive planning helps you align technology initiatives with the strategic direction of your business.
The Takeaway: Don’t Settle for Average IT Support
Manufacturers and distributors shouldn’t have to endure average IT support. Operations depend on critical technologies like EDI, yet most MSPs don’t cover EDI. The solution? Find an IT support partner who acts as a true partner and covers your essential systems. Bonus points if your partner also handles cybersecurity, so you can rest easy.
At CMIT Charleston, we handle cybersecurity, IT support, digital transformation, data integration, and EDI, allowing manufacturers and distributors to focus on their core business. We are committed to providing exceptional IT support tailored to your unique needs, ensuring your operations run smoothly and efficiently.
Summary of Key Strategies:
- Comprehensive EDI Services: Ensure your IT support partner offers robust EDI solutions alongside standard IT services to avoid operational disruptions and inefficiencies.
- Simple Monthly Pricing: Look for an IT support partner that provides predictable, transparent pricing with unlimited service touches, enabling better financial planning and stability.
- Cybersecurity Incident Guarantee: Choose an MSP that offers a service guarantee for cybersecurity incidents, ensuring you have support without unexpected costs during critical times.
- Inclusive Mobile Device Security: Select a partner that includes mobile device security as part of their core offerings, safeguarding sensitive data accessed through mobile devices.
- C-level Guidance and IT Roadmaps: Opt for a provider that delivers expert C-level guidance and collaborates with you to develop a comprehensive IT roadmap, helping you make proactive, strategic decisions.
Why Choose CMIT Charleston?
At CMIT Charleston, we understand the unique challenges faced by manufacturers and distributors. Our comprehensive IT support services are designed to meet your specific needs, ensuring your operations run smoothly and efficiently. We offer end-to-end solutions that include:
- EDI Support: Deep expertise in managing and optimizing EDI systems.
- Transparent Pricing: Simple, predictable billing with no hidden fees.
- Cybersecurity Guarantees: Robust security measures and incident response warranties.
- Mobile Device Management: Comprehensive mobile security solutions bundled into our core services.
- Strategic IT Guidance: Access to virtual CIO and CISO services for strategic planning and implementation.
Our team is dedicated to acting as a true partner, providing the support and expertise you need to focus on your core business activities. We strive to ensure that you have the right tools and strategies in place to navigate the digital landscape and achieve your business goals.
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