Where Do MSPs Go for BDR Support?

When there’s a kink in the partnership between you and your backup and disaster recovery (BDR) company, your relationship with your customers suffers — so choose wisely by finding a vendor with top-notch support.

“It is always a unique perspective for us who provide support to our own clients to need to call a support desk,” says Karl Bickmore, CCNS Consulting owner.

To provide customers with premium support — or how you and your employees define premium support — find a vendor with the same values as you, the same principles and work ethic.

“Most of the things I look for in support from our vendors are the same kind of things that we pride ourselves in providing to our own clients,” he says.

Bickmore believes managed services providers (MSPs) need to find a BDR vendor that is responsive responsive, has a clear process for responding to customer inquiries and shows a little empathy for unexpected issues.

“Nothing is more frustrating than a support person who doesn’t own the problem and get it to resolution,” he says.

“I think of experiences I have had where support tickets are closed prematurely or trying to pass the problem back to me,” he says.

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