When companies weigh whether to outsource IT or keep everything in-house, the first question usually comes down to this: what’s the ROI?
Technology is one of the biggest line items in any budget. You want to know that every dollar spent is helping your business grow, stay secure, and operate efficiently. As EMBER’s Chief Revenue Officer, someone who has worn nearly every hat here over the last decade, I’ve had countless conversations with leaders who are trying to calculate whether partnering with a Managed Service Provider (MSP) makes sense.
Here’s how I break it down.
Direct Cost Savings (and Why They’re Just the Beginning)
Let’s start with the obvious: outsourcing IT to an MSP saves money on salaries, benefits, and overhead. Hiring, training, and retaining a full in-house IT team is expensive. And if you’re a growing company, that expense grows right along with you.
With an MSP, you get elasticity. Need more support during a major upgrade? We can scale resources up. Finished the project? We scale back down. No recruiting, no onboarding, no carrying overhead during the slow months.
You also don’t have to worry about disruptions when an employee calls out sick or goes on vacation. With an MSP, your support desk stays fully staffed.
Built-In Tools, Licensing, and Best Practices
When you build an IT team from scratch, you also have to build everything else from scratch: monitoring tools, security measures, reporting dashboards, KPIs…the works. With an MSP, that’s already done. We’ve invested in enterprise-grade systems and refined best practices across dozens of clients. You don’t have to reinvent the wheel.
That also extends to compliance. Our teams are constantly training, developing, and earning certifications in the latest security protocols. Instead of sending your team away to conferences and hoping they bring back what’s relevant, we bring that knowledge to you, on day one.
Productivity and Efficiency Gains
Think about big projects like the Windows 10-to-11 migration. If you don’t have enough people in-house to handle it, you risk missing deadlines that have real consequences for security and compliance. An MSP can drop in a team of specialists, knock out the project, and move on.
Beyond projects, the efficiency of an MSP’s help desk can be a game-changer. For example, industry averages say an in-house IT technician typically resolves around 120 tickets per month. The MSP average is 225–250. At EMBER, we average over 300. That means faster resolutions, less downtime, and more productivity for your team.
We’re also leveraging AI to automate repetitive tasks. Things that used to take 20 manual steps can now be handled in a fraction of the time. That kind of efficiency compounds quickly into measurable ROI.
Strategic Growth Enablement
Outsourcing IT isn’t just about fixing what’s broken, it’s about enabling growth.
Maybe you’re evaluating a new ERP, CRM, or payroll system. Maybe you’re exploring AI tools. With an in-house team, you might not have those specialized skill sets. With an MSP, you can bring in a Virtual CIO or CTO on demand. You get access to enterprise-level expertise without committing to a permanent hire.
We also bring perspective from across industries. Supporting private equity firms, manufacturers, engineering companies, and more means we see what’s working elsewhere. We can bring those best practices directly to you.
Tracking ROI Over Time
The real question isn’t just “what’s the ROI now?” but “how do we measure it over time?”
That’s where KPIs come in. Too many companies focus only on response time, which is how quickly someone picks up a ticket. That’s a nice metric, but the more important one is resolution time: how quickly an issue is actually solved.
At EMBER, we benchmark our KPIs against best-in-class industry standards, then tailor them to each client’s needs. That way, you can see clearly whether your MSP is continuing to add value beyond the first few months.
Lessons Learned in 25 Years
After nearly 25 years in this industry, the biggest lesson I’ve learned is that technology ROI isn’t just about the numbers. It’s about trust and long-term relationships. Your business is constantly evolving. So is technology. You need a partner who evolves with you, who understands your goals, and who isn’t afraid to tell you, “No, that shortcut isn’t worth the risk.”
A Final Word for Companies on the Fence
If you’re unsure whether outsourcing IT is worth it, here’s what I’d leave you with: most companies are under-spending on technology.
Sometimes ROI comes from simple things. Years ago, just adding a second monitor dramatically improved productivity for employees who were flipping between email and other work. That small investment paid for itself many times over.
Now, it’s things like upgrading outdated machines, strengthening compliance, or implementing automation. The right MSP doesn’t just save you money. They make your people more efficient, protect your business from costly risks, and open the door to growth you might not otherwise reach.
ROI isn’t about finding the cheapest IT option. It’s about choosing the right partner who’s invested in your success.