How a 24/7 Embedded IT Support Team Helped an MSP Scale Technical Capability and Achieve a 9.55 CSAT Score
When your client is itself a Managed Service Provider, good support has a multiplier effect. For over two years, RVS iGlobal has worked alongside a UK-based MSP delivering managed IT services across cloud, infrastructure, connectivity, end-user support and wider technology environments. The MSP supports more than 2,000 customers across a diverse range of sectors, including professional services, public sector, education, manufacturing and construction, retail and automotive, hospitality, transport, property, and not-for-profit organisations.
This means the end users our team supports operate across very different business environments, each with its own technology demands and service expectations making availability, technical capability and consistent service delivery critical to the operation. Our role is to sit behind that service as an embedded 24/7 IT operations partner.
Scaling Capability Around the Client
An eight-member dedicated IT support team operates across 24/7 shifts, supporting a varied technical workload covering end-user incidents, sensor-related issues, networking, infrastructure and out-of-hours network support. The model has evolved alongside the partnership. Rather than providing a fixed set of skills, the team has continued to develop capability around the technologies requiring support.
This creates an embedded IT support model that can scale alongside the MSP’s operational and technical needs. But availability alone does not create a strong service.
From Remote Resource to Embedded IT Team
A dedicated Team Lead manages delivery from India, including resource availability, shift coverage, technical performance and service quality, while maintaining regular communication with the MSP’s overseas leadership.
Weekly Team Lead catch-ups provide a consistent feedback loop between both operations. CRM feedback is continuously monitored and discussed with engineers, allowing positive feedback, service gaps and recurring themes to translate into coaching and operational improvement.
That collaboration has gradually built trust. As technical capability and consistency increased, the MSP was able to rely more heavily on the offshore team, while our engineers increasingly became part of the wider operation rather than simply a team working at a distance.
This is an important distinction between traditional outsourced IT support and an embedded IT support partnership that operates as an extension of the client’s own team.
The Result: IT Service Quality You Can Measure
The team has achieved a CSAT score of 9.55/10, alongside an overall end-user NPS of 92.
Those numbers represent more than resolved tickets. They reflect over two years of consistent service delivery, knowledge transfer, clear escalation paths, capacity management, technical development and collaboration across locations. For us, that is what an embedded IT support solution should look like: not simply adding engineers, but creating a client-oriented extension of an MSP’s operation with the 24/7 availability, technical depth and scalability needed to grow with its service.
Because when an MSP’s customers need support, our team isn’t somewhere in the background. We’re already part of the operation.
Could we become part of yours?
Whether you’re looking to extend your technical capability, strengthen 24/7 coverage or scale without simply adding more overhead, let’s talk about what an embedded partnership could look like for your business.
Book an IT Support Consultation
By Poonam Kiran Rana, Lead – Ops Excellence & Compliance | RVS iGlobal
