Case Study – Restructuring a Managed Service Provider Contract


Chartered Accountants and Business Advisers

Business Size

200 people


The Client

Our client is a medium sized firm of Chartered Accountants and Business Advisers with two major offices and around one hundred staff.


The Engagement

The firm had a managed service provider in place, but they did not provide sufficient proactive ongoing support and they had a poor working relationship. The managed service provider had a poor understanding of accountancy practices, and did not interact well with the wide range of software from a variety of providers in use at the firm. Individual users were left to manage their own updates and IT issues rather than those being handled centrally by the managed service provider.

Furthermore, the range of software in use led to inconsistency. Much time was lost in the transfer of information between applications and a frustrating lack of ability to drill-down into data to obtain meaningful information. The systems were disparate, not integrated in any way and therefore, frustratingly, had many limitations associated with their use. The managed service provider offered no input into this or solution.


Our Approach

We took over the management of the relationship with the MSP and renegotiated the terms of their contract. This resulted in a significant improvement in performance, essentially setting things off on a much better footing because the firm could adopt a stronger position due to its newly enhanced technical and market insight.

We carried out a full and comprehensive software review and initiated meetings and presentations with the various software houses, allowing them to present their individual roadmaps and giving the client the opportunity to centralise their provision with one new provider, which appropriately reflected their appetite for change and in-house technical capability.

We also advised a move to Microsoft 365 and this has proved invaluable in the advent of the COVID-19 situation, where partners and employees have had to adapt rapidly to remote working. They found the move to home-working to be relatively pain-free, thanks to their revised IT infrastructure; and recognised that this would have been significantly more problematic if they were still working as they had been before they undertook their software rationalisation.


The Result

The firm are now able to facilitate remote and agile working; and with a clear IT route map the firm been able to focus on business-critical, revenue-generating activities.

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