Bret Meche has run Premier Data Systems since 1995, and 70 clients stay because when something breaks, Premier Data Systems answers. His phone vendor had to clear the same bar, because when a vendor goes quiet, it is the MSP standing in front of the client.
Bret has seen what a bad phone vendor costs, and it is not measured in tickets. It is measured in his own client relationships.
“The vendors left us to hang in front of the clients. They promised these things were going to be fixed, and we were standing there, couldn't get our job accomplished, and the clients were getting ready to move away from us. That was the breaking point.”
Sending clients to a vendor directly never worked either. They waited forever, got nowhere, and came back frustrated, right back to Premier Data Systems. After enough of that, the lesson was permanent: the vendor’s support is part of the MSP’s product, whether the vendor acts like it or not.
The first wave of clients came over because their old phone vendors were simply bad. Then remote work reshuffled everything, and what clients want most now is simpler and harder than any feature list: someone who will actually be there when something goes wrong.
“They may wait days for their phone system to be back up with a big carrier, but they know they can contact us, and we're going to pick up the phone within a few minutes. And even though we don't have the problem resolved immediately, we are going to work on it until it becomes a resolution.”
Premier Data Systems runs its voice practice on the 1Stream platform (bvoip, when the partnership began), and after two vendors that would not take care of what they needed to, Bret describes the difference in the terms that matter to him:
“My experience with bvoip has been excellent. Even if a problem doesn't get resolved by the first level, I know I can make other calls, and we will get resolution very quickly, and our customers will be taken care of.”
That is the whole equation for a 70-client MSP with a 30-year reputation: an escalation path that works means Bret never stands in front of a client empty-handed again.
Your clients judge you by your vendors. See what support that escalates like it matters feels like.
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