• MSPs must close the ‘trust gap’ to succeed in 2020

        • Trust is the most important factor for CIOs when choosing IT partners to work with, according to new research, showing that 80 per cent of respondents rate it as ‘quite important’ or ‘very important’ in their decision-making. 

          However, trust in these providers appears to be falling short, with only 50 per cent of CIOs saying they trust their existing security reseller ‘quite a lot’ or ‘a great deal’, while less than a quarter (24%) say the same about providers they don’t currently work with.  

          The study by ESET, the security solutions provider, asked over 100 IT decision-makers about their future plans around cybersecurity and their views towards their security partners. At a time when competition for security budgets is fiercer than ever, these findings are likely to be a concern for IT resellers and services providers, many of whom are aiming to deepen their relationships and become ‘trusted advisers’ to clients.  

          CIOs rate trust in their channel partner (4.12 out of 5) as more important than having a high level of technical and engineering expertise (4.10) and cost (4.04), while their provider’s knowledge of new technologies is rated as significantly less important in influencing end-users’ choice of security supplier (3.88). However, right at the bottom of the pile in terms of importance are regular contact from account managers (3.44), a painless renewals process (3.55), and peer recommendation (3.55).  

          When asked who they trust most for guidance in selecting IT security products, CIOs are a fairly cynical bunch, with potential new providers of IT products and services ranking as the least trusted source of guidance at an average of just 2.5. However, they are most likely to turn to peers at other organisations in a relevant sector (3.88), ahead of any other source. Peers are placed some way ahead of current VAR or MSP partners (3.53) and security vendors (3.48).  

          Meanwhile, government entities such as the National Cyber Security Centre are less trusted than one might expect, with CIOs rating them just 3.66 out of a possible 5 for trustworthiness. And, worryingly, there is further evidence of the lack of faith IT professionals have in their colleagues; the average level of trust placed in employees’ ability to follow IT security best practice is rated at just 2.86. 

          David Mole, UK Channel Director at ESET said, “whilst expensive, security is an increasingly important investment for CIOs, which means finding the right partner is essential.  the vital role that security plays in protecting organisations’ systems and data, it is understandable that trust is paramount when choosing suppliers. However, our findings show that resellers and MSPs aren’t always living up to expectations, particularly when marketing their services to potential clients. If security VARs and MSPs are to become ‘trusted advisors’ to end-users, it’s essential that they focus on listening to the client’s needs and developing a tailored solution, rather than immediately suggesting a prescriptive approach. Channel partners need to demonstrate experience and understanding of the unique challenges faced by end-users, emphasise the value that they can add, ensure that they are focused on adding real value for the long-term, and, crucially, deliver on their promises.” 

        • Stay up to date - Click here and register for FREE Channel Info online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the Channel Info app

        • Related Articles

        • How to successfully manage remote workers

          How to successfully manage remote workers

          Monday 23rd Mar 2020
          As the UK continues to wind down, with schools, transport and more businesses scheduled to close and work from home, flexible working specialists Instant Offices have investigated the industries that are likely to be prepared for complete r...Read More...
          80% businesses state a lack of people skills is holding back Digital Transformation

          80% businesses state a lack of people skills is holding back Digital Transformation

          Thursday 19th Mar 2020
          Over a third (37%) of all UK, businesses are looking for digital transformation strategists and visionaries to help deliver IT projects in the very near future, while at the same time identifying what skills will be needed tomorrow, next year and the...Read More...
          How to boost productivity whilst working from home

          How to boost productivity whilst working from home

          Tuesday 17th Mar 2020
          In light of recent events and the likelihood of home office working becoming much more common across the country, Vari has put together six tips on staying productive at home. Create a dedicated workspace Don’t cut corners when sett...Read More...
                • About Us

                  Channel Info is the leading source of business news and information for the office dealer and reseller market. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, supplements, website, digital editions, apps, newsletters and bespoke communications with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the team behind Channel Info has over 60 years experience collectively in the office products, furniture, equipment and technology markets Channel Info continues to develop and adapt in order to meet the changing information needs of its readers.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue