Switching IT Providers: How to Make the Transition Smoothly

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Don't let the fear of switching and changing IT providers prevent your team from receiving the services they deserve at a reasonable price.

But “Better the devil you know,” you might say? Well, not anymore…

Staying with a poor provider with slow response times because you're afraid to move away is no longer an acceptable excuse.

If you're planning to switch IT support providers, stay on this page. In this article, we debunk 9 myths about switching IT companies and you'll learn that changing IT providers is a much simpler process than you think, it takes little time and has no impact on your employees.

Changing IT provider and moving away, the why?

There are many reasons why businesses stick with their subpar unreliable, or exorbitantly priced IT service provider, but the main and fundamental reason remains: the fear to switch IT support.

This is because changing IT support providers is often seen as a daunting task that's not worth the trouble. Switching IT providers is often thought to require a considerable time commitment, disturb employees, and result in downtime for business systems.

This very fear is what your current IT provider preys on, to continuously get away with poor service experience whilst increasing their prices year after year.

That said, ensuring your systems are fit, your company is secure and thus the reliability of the services you provide, can only be established by having an efficient IT support partner.

But, your systems health and your business cyber security, is just the tip of the iceberg…

Negative effects on employee retention and satisfaction, business productivity and financial performance among others, are just a few of the many problems that can arise from using a poor IT support provider. Having a trustworthy Managed IT partner is a necessity for your company.

Let's take a closer look at when you should consider switching IT support providers:

Your business simply cannot afford bad IT.

And thanks to the cutting-edge IT solutions that have been developed recently, a lot of the traditionally time-consuming processes are now streamlined, consequently increasing the overall dependability of service delivery. IT support is now available at a fraction of cost, but many businesses are not reaping these benefits yet. Check out 9 ways Sereno improved IT service while saving you cash.

The reality of the IT support market

Something most people don't realise is that IT support is largely a “switch market.”

Many providers gain new clients from businesses already outsourcing IT but looking to change due to poor service or advice, rather than those choosing to outsource IT for the first time.

As a result, good IT companies have established onboarding and offboarding processes, so switching providers is nothing unusual.

Your provider also does not own your data or core Microsoft or Google licences. They simply have administrative access, which can be transferred to your new provider when you leave.

The same applies to Managed IT services such as internet, telephony or security monitoring. Your new IT company can manage these third-party relationships as part of the transition.

Ultimate IT Switching Checklist

Switching IT support providers may sound disruptive, but with the right approach, the process is smooth and secure. Here's a brief overview of what a successful transition typically involves:

1. Reviewing your current IT setup

   Start by checking your existing contract and notice period, along with your IT systems, licences, documentation, access details and current support arrangements.

2. Planning a smooth transition

   Agree on the switching timeline with your incoming provider and identify what information, access and documentation they will need. Your new IT company can also coordinate directly with your outgoing provider.

3. Transferring systems and access

   During the switch, access to systems, accounts and services is securely transferred. Documentation is reviewed, backups are checked and the necessary support and monitoring tools are put in place.

4. Auditing your IT environment

   Once access is available, your new support company can review your IT setup in detail, identify any immediate issues and make sure your systems, security and backups meet relevant compliance requirements.

5. Moving into ongoing support

   After the switch, your new provider takes over day-to-day support and starts looking at longer-term improvements to security, performance and your overall IT setup.

For a stress-free transition, download our handy IT switching checklist. Here we outline everything you need to prepare before changing IT provider, what to expect during the switch, and how to ensure success afterwards. It will ensure that you are fully prepared for a smooth transition to your new and improved IT support partner.

Busting 9 concerns. Switching Fears vs Reality

Now that we covered why it's worth reconsidering a subpar IT company, we outline common myths and debunk 9 switching concerns that most of our current clients face when changing their providers. The realities are much simpler than you think, so don't let these fears influence your decision.

Fear 1: My staff and I will have to devote significant time to managing this.

The entire process, including liaising with your existing provider, will be managed by the new one. One key stakeholder will need to confirm and provide staff details, but that's it. Expect 3–5 hours maximum during the typical 3-month transition process, most of which will be agreeing on the new processes with you.

Fear 2: My employees will be disrupted.

The only ‘disruption' should be about 10 minutes per employee to train them on how to use the new service and introduce them to members of their new support team. We suggest doing this in an already scheduled monthly.

Fear 3: The risk of downtime or losing access to key business systems.

A discovery phase is carried out before any services or administration access are handed over. Systems reliant on the old provider will be reviewed ahead of time, and a plan will be implemented. In almost all cases, this is a simple transfer of management control rather than a drastic cutover or service disruption.

Fear 4: The risk of data loss.

Any system holding data will simply be a management control handover because you already own that system. In the rare event the previous provider hosts one of your services or online environments, any required data migration will be identified during the discovery phase and a plan will be agreed upon well in advance.

Fear 5: Switching IT provider is expensive.

To cover the costs of this process, some providers charge an ‘onboarding' or ‘migration' fee. You should not pay more than a month's worth of support fees for this process.

Sereno currently does not charge new partners these types of fees.

Fear 6: The risk of losing years of knowledge about our IT system.

Over 90% of your system information is documented and will be made available to the new IT service provider. Another 5% will be found in a comprehensive investigation and discussion during the onboarding phase. The remaining 5% will be discovered and documented and would be a risk even if you stick with your current support provider, because there is no guarantee the engineer who has this knowledge will remain employed with your current IT support company.

Fear 7: They provide us with other services outside the support contract that we still need or are in contract so we cannot move.

Most IT providers have comparable services outside the support contract, meaning a business owner is out of contract, the new provider can offer a similar alternative.

Suppose you are under contract for these services; that is no problem. They simply act as another third-party provider and your new IT company will work with when needed, like Microsoft.

Fear 8: The old provider will be upset, uncooperative, or make switching IT support disruptive.

If you settle your outstanding invoices, this is extremely unlikely to happen. Most businesses understand client turnover is inevitable, and treating employees and customers with respect during the switching process will protect their brand in the long run. When done correctly, the process will make your existing service providers' involvement as minimal and straightforward, to reduce your reliance on them as much as possible.

Fear 9: What if the new provider is worse?

Hopefully, you have done your due diligence effectively enough to get a good understanding of your prospective provider's capabilities. However, look for a well-planned onboarding as an example of their professionalism and contracts with service guarantees.

At Sereno, we offer a 30-day rolling notice in the first 12 months to reassure our new partners and a Partner Experience Guarantee for the rest of our partnership.

Download our switching checklist here to ensure a seamless switch.

Sereno's Approach

At Sereno, we follow a structured onboarding process to make the transition as smooth and straightforward as possible. We will oversee everything and ask for the minimal information we need so that everything moves forward without a hitch.

• An onboarding engineer will be introduced and assigned to you as your single point of contact throughout the onboarding and the initial weeks of support.
• We have a well-documented 6-stage transition plan that includes the internal steps necessary for our engineer and another external one with any actions requiring your involvement, so you know exactly what is expected from the start.
• We'll send you brief email reports on our progress and set up a few check-ins as the launch date approaches to reassure you and keep you in the loop.
• Our team doesn't assume; instead, we verify all access and information in advance and record the results for future reference.
• We will visit your office at least once to take pictures, draw up a network diagram, verify the accuracy of the data given, and get to know your staff so we can better address any problems they're experiencing.
• During the transition period, our engineers assess your entire environment to ensure it is up to industry standards, covering everything from network reliability to data security. Within the first two weeks of support, we conduct a Technology Assessment Review where we will share what we have learned and heard and discuss any problems or opportunities for improvement.
• We will also offer in-person or online training for employees on how to make the most of our service, ideally within 15 minutes of a scheduled company meeting. All future employees will be introduced via a training video that we produce.
• Our next step will be to discuss your company's short- and long-term goals and objectives, after which we will incorporate the resulting improvements and actions into an adaptable IT Road Map.

This is not a one-and-done procedure but rather a regular part of our dedication to you, so we will review and re-evaluate it every quarter.

Benefits of Switching to Sereno

By switching to Sereno, you get a responsive IT partner that takes ownership of your technology.

• Fewer recurring IT problems. We continuously monitor your systems and address root causes instead of simply responding to the same issues again and again.
• Stronger security. Cyber security is built into our approach, helping you identify risks and strengthen data protection.
• Clear ownership. You have one accountable team for day-to-day technical support, security, devices, cloud services and other areas of your IT.
• No hidden costs. Our pricing is clear, with no long-term contract commitment in your first year and no paying for unnecessary on-site support.
• Long-term IT planning. Your dedicated Technology Advisor helps align your IT Road Map with your specific business needs and future requirements.

If you are looking to switch IT support and would like to know more about how we ensure your stress-free transition to a better service, please contact Sereno at 0203 089 01 41 or at hello@serenoit.co.uk to speak with one of our knowledgeable advisors on how we can help!

What to look for when switching IT provider

The main goal of switching IT partners is improving the service quality you're currently getting, so your new IT provider should ensure the best possible performance of your IT infrastructure that will help you achieve your business goals. Here are some tips on what to focus on when looking for a new managed service provider:

• Experience and expertise. Apparently, you'll want to switch to an IT provider with experience and experience in your specific industry.
• Comprehensive services. Make sure your new IT provider offers a full suite of IT services, including network management, cybersecurity, cloud services, Microsoft 365 support, etc.
• Reputation. Opt for a partner with positive feedback from clients.
• Response time. Ensure your IT provider offers clear SLAs (service level agreements) with guaranteed response times.
• Cost. Choose a company that offers a clear, transparent pricing structure without hidden fees.
• Proactive support. Look for a provider that goes beyond reactive support by actively monitoring your systems and preventing problems before they affect your business operations.
• Communication. Consider providers with a reputation for clear and effective communication. Make sure they offer a dedicated account manager.

FAQ

How long does it take to switch IT providers?

The timeline depends on the size and complexity of your IT environment. For smaller setups, it may take a few days to switch IT providers. Larger infrastructures with multiple systems, users, and integrations can take several weeks.

Can I change IT provider during a contract?

In many cases, yes, but it depends on the terms outlined in your IT support agreement. Some contracts include notice periods or early termination clauses.

How can I minimise disruption during the transition?

Careful preparation for switching IT providers makes all the difference. Documenting your systems, confirming backups, and ensuring clear communication between the previous and the new IT service provider reduces risk. A phased transition, where monitoring and support overlap, also helps ensure minimal disruption and maintain business continuity.

What access does a new IT provider need?

The new provider typically needs administrative access to servers, cloud platforms, network devices, security systems, and user accounts.

Do we need to inform our current provider?

Yes. Most contracts require formal notice. Informing them ensures proper handover of documentation, access credentials, and ongoing tasks.