Why the Future of Customer Engagement Belongs to Human-AI Partnership

Customer expectations are shifting faster than most organizations can keep up with. Hybrid work, rising digital volume, complex support journeys, and growing security demands have stretched customer service teams to their limits. Leaders in SMB and MidMarket organizations feel it every day: long handle times, stressed employees, inconsistent experiences, and customers who expect instant, personalized answers at any hour.

Yet a breakthrough is happening quietly—and rapidly. AI is no longer an experimental add-on. It’s becoming a trusted partner to human operators, transforming how work gets done, how customers engage, and how businesses compete.

Two recent sources shine a light on this shift. A Washington Post analysis of 47,000 AI conversations uncovered how deeply people already rely on AI for meaningful, natural interactions. And a comprehensive Metrigy study and available from RingCentral found that companies using AI in customer experience are seeing dramatic improvements in efficiency, employee proficiency, and customer satisfaction. 

Together, these insights form a single clear conclusion: Agentic AI isn’t the future of customer engagement—it’s the present. And cloud communications platforms like those from RingCentral are how businesses stay resilient, responsive, and competitive in this new era.

AI Has Become a Trusted Conversational Tool—And Customers Expect Businesses to Keep Up

The Washington Post analysis revealed something remarkable: People don’t use AI just for simple tasks. They use it for complex, emotional, and deeply human conversations. Users asked AI for relationship advice, to help analyze life situations, and even for emotional support. 

This matters.  Because it means customers have already normalized conversational AI as part of their everyday life.  The article notes:

• Over 800 million people use ChatGPT each week.
• One-third of U.S. adults use AI tools regularly.
• Nearly 1 in 10 use AI primarily for social or emotional interaction.
• Users expect AI to be empathetic, contextual, and responsive.

And perhaps most importantly:  People form emotional bonds with AI because it adapts to their tone, intent, and communication style.

This is exactly what customer service has always aimed to do—and exactly where many contact centers struggle due to staffing constraints, high turnover, and inconsistent agent skill levels.

If customers already trust AI in their personal lives, they will expect businesses to leverage it as well. The market is already shifting, and Central Pennsylvania companies who wait will simply fall behind.

The Business Case for AI in the Contact Center Is No Longer Optional

The Metrigy research confirms what leading contact centers already know: AI isn’t a “nice to have.” It’s a measurable driver of business performance.

Among 697 companies studied: AI correlates directly with higher performance

Organizations in the “success group” (those with above-average improvements in core CX metrics) are twice as likely to use AI extensively for both customer and employee interactions. 

AI adoption is accelerating

Nearly half of companies already use AI for customer or employee interactions.  And companies are investing heavily:

• $3.3M average annual spending on AI for CX and EX
• AI spending expected to grow 42.5% in 2025

AI reduces resource strain

Agent turnover is surging—projected to hit 31.2% in 2024, up from 21.8% in 2022.  Yet AI helped companies hire 89% fewer agents because automation absorbed so much of the workload. 

AI speeds up every part of the customer journey

The study reveals:

• Calls are 39% shorter on average
• After-call work drops from 16.2 minutes to 10.4 minutes
• Voicebot and chatbot automation resolves 41% of all interactions, and 51.5% in top-performing organizations 

Agent Assist tools deliver measurable success

Companies using Agent Assist see:

• 60.7% improvement in customer satisfaction
• 52.9% reduction in average handle time
• 54.1% increase in sales
• 45.3% reduction in attrition 

For any CEO, CIO, COO, or CX leader—these are bottom-line results.

Agentic AI: The Next Evolution of Customer Engagement

Most AI tools today act as helpers. Agentic AI goes further. It takes action.  Agentic AI observes customer intent, retrieves relevant information, executes tasks, recommends next steps, and interacts naturally—without requiring manual triggers or rigid decision trees.

This aligns perfectly with what customers already expect based on their everyday use of generative AI tools. The Washington Post piece revealed that people naturally engage AI with the same expectations they have of a human conversation partner—fluidity, context, empathy, and initiative. 

When you combine that behavioral shift with Metrigy’s performance data, the conclusion is clear:  Agentic AI isn’t replacing humans—it’s unlocking them.

It gives agents:

• Real-time guidance
• Automatic summarization
• Up-to-date customer context
• Suggested next steps
• Compliance guardrails
• Upsell and cross-sell recommendations

And it gives supervisors:

• Automated quality scoring
• Simplified scheduling
• Early detection of coaching needs
• Consistent performance metrics

A New Standard for Customer Engagement

Your customers already use AI.
Your employees already expect AI support.
Your competitors are already deploying AI to improve efficiency and lower costs.

The only question is whether your Central Pennsylvania business will keep pace.

The shift to agentic AI is not an experiment—it’s a competitive necessity.

As the Metrigy report notes, the companies seeing the highest gains in satisfaction, resolution rates, cost reduction, and employee performance are the ones deploying AI the most deeply. 

And as the Washington Post analysis shows, customers are more than ready to engage with AI in deeper, more meaningful ways. 

Cloud communications UCaaS | CCaaS sit at the intersection of these two forces:  the behavioral shift in how people engage with AI—and the operational shift in how businesses must adapt.

AI Won’t Replace Human Connection—It Will Amplify It

The narrative that “AI replaces humans” misses the point.

What AI actually does—especially agentic AI —is remove the barriers that keep humans from doing their best work. It clears away manual tasks, lowers stress, provides context, and helps agents bring humanity back to the customer experience.

In a world where customers crave fast answers, empathy, and consistency, AI and humans aren’t competitors.

They’re partners.  In the same way that Morefield is your partner for smart technology decisions for your business

And the Central PA businesses who embrace this partnership today will define the next decade of customer engagement.

In every small and mid-sized business, customer experience isn’t defined by a big strategic plan. It’s defined by the moment a customer calls, texts, or reaches out — and what happens next.

Do they get a quick answer?
Do they wait on hold?
Do they get passed around or, worse, ignored entirely?

It’s these “micro-moments” of engagement that shape whether you earn a repeat customer… or lose one to a competitor that simply responds faster.

The challenge?  Most smaller and medium size organizations don’t have the staff, systems, or dedicated contact center infrastructure to handle every customer touchpoint smoothly. Teams juggle calls, emails, and texts across personal devices and disconnected systems. Managers have limited visibility and customer expectations keep rising.

That’s why the new RingCentral Customer Engagement Bundle announced earlier this month matters — and why businesses are teaming up with Morefield to deploy and operationalize this bundle for measurable outcomes.
Do not dismiss this as just another product release. This is a new opportunity for businesses to deliver enterprise-grade customer experience without the cost and complexity of a full contact center.

Why Customer Conversations Are Slipping Through the Cracks

Let’s start at the root of the problem: SMB | Mid-Market teams simply aren’t equipped to handle customer conversations with consistency.  Common breakdowns include:

• Missed calls during peak hours
• Long wait times that lead to hang-ups and lost business
• Customer texts going unanswered because they land on personal devices
• No shared visibility into who followed up — or who didn’t
• Teams overwhelmed because they’re multitasking customer service with everyday job duties

These aren’t minor issues. They create:

• Lower customer satisfaction
• Higher churn
• Lost sales opportunities
• Declining reputation
• Stress and burnout inside the organization

Every leader knows this. They feel it every day.  The difference now is that there’s a clear, practical solution designed exactly for businesses in Central PA.

The Rise of “Lightweight Contact Center” Needs

RingCentral reports that over a million users rely on Contact Center features within their platform to deploy a kind of informal call center. Employees handle customer conversations while also doing accounting, scheduling, dispatching, sales, or front‑desk work.

The issue?  Traditional Contact Center (CCaaS) platforms are overkill in these scenarios — too complex, too expensive, too heavy for business operations.

What companies actually need is:

• Smart call routing
• Fast response workflows
• Shared customer messaging
• AI-enabled support
• Clear analytics
• Simple management

This is the gap the new Customer Engagement (CE) Bundle is designed to fill.

Introducing the RingCentral Customer Engagement (CE) Bundle: A Practical Path to better customer experiences

The CE Bundle brings together RingEX™ and several targeted customer engagement capabilities into one streamlined package.  Here’s what’s included — and more importantly, here’s what it means for your business.

✓ Intelligent Call Queue Management → Reduced Abandonment & Happier Customers

Customers don’t mind waiting — they mind not knowing.  Call Queue Management gives customers:

• Estimated wait times
• Queue callback options
• Smarter routing to available staff
• Shorter overall wait times

• Business outcome: fewer dropped calls, less frustration, and a measurable lift in customer satisfaction scores.

✓ Shared SMS Inbox → No More Missed Customer Texts

Today’s customers expect to text your business — and get an answer quickly.  A Shared SMS Inbox allows your team to:

• Receive customer texts in a unified, business-managed channel
• Assign and collaborate on responses
• Use AI Writer for quick, consistent replies
• Maintain a professional, compliant communication trail

• Business outcome: faster response times, real-time team collaboration, and a better experience across one of the most preferred customer channels.

✓ Reply Templates & SMS Compliance → Faster Responses With Less Effort

Teams don’t always know what to say. Or worse — they type something different every time.  Templates ensure:

• Speed
• Consistency
• Accuracy
• Regulatory compliance

• Business outcome: lower average handling time and higher-quality communication without extensive training.

✓ Real-Time Reporting & Analytics → Visibility You Can Actually Act On

Leaders finally get an at-a-glance, real-time view.  This isn’t contact center-level complexity. It’s targeted, actionable insight that SMBs have time to use.

• Current call volume
• Queue status
• Staff availability
• Response times
• Customer communication flow across channels

• Business outcome: better staffing decisions, improved customer experience, and real data to guide process improvement.

But Here’s the Bottom-of-the-Funnel Truth: Technology Alone Won’t Fix CX

Many SMBs buy communication tools hoping they’ll solve customer experience problems instantly.  They don’t.  Because the gap isn’t just technology — it’s the strategy, deployment, configuration, integration, training, and ongoing optimization.

This is where Morefield becomes the driver of actual business outcomes.  We help organizations where they need expertise to:

• Map customer journeys
• Design call queues that match real workflows
• Configure routing logic and callback rules
• Set up SMS compliance correctly
• Build templates that reduce response time
• Train teams on AI-assisted messaging
• Monitor analytics and continuously optimize
• Integrate the CE Bundle with CRM, scheduling, or ticketing systems
• Ensure security and regulatory compliance

Without this focus, companies end up with “another flashy techy tool” instead of an ROI-producing customer experience system.

Our value proposition is simple:
We will make this technology work the way your business actually needs it to work.

Three High-Impact Use Cases

Here are real-world scenarios showing how SMBs | Mid-Market organizations are already getting value:

1. Field Services & Operations

2. Healthcare Office

3. Professional Services Firms (Law, Accounting, Financial, Consulting)

The Bottom Line

SMB and Mid-Market organizations don’t need a full contact center.  They need smart, lightweight tools that ensure every customer conversation gets handled quickly, consistently, and professionally.

The RingCentral CE Bundle delivers the technology And Morefield delivers the outcome.

Faster responses.
Happier customers.
Improved retention.
Higher revenue.
Less internal chaos.
More confidence that every customer conversation is covered.

If you’re ready to turn customer engagement into a competitive advantage, Morefield can help.  Are you and your business ready to delight your customers with a better experience?  Together with Morefield expertise, let’s transform your customer experience with a step-by-step blueprint.  We’ll assess your communication workflows, evaluate where conversations are being missed, and design a CX solution that delivers measurable improvements in customer satisfaction and operational efficiency.

(A Guide for Business and Facility Leaders)

When you think about your organization’s security, access control probably isn’t the first thing you think about every day. It’s one of those “set it and forget it” systems — quietly managing who can enter which doors and when.

But much like every other part of your technology infrastructure, access control systems age, and the shift toward cloud-based management is transforming how businesses handle physical security.

Whether you’re upgrading, expanding, or simply maintaining your system, understanding how access control works — and where it’s heading — will help you make smarter, more secure decisions.

What an Access Control System Really Does

At its core, access control manages and verifies who can access certain areas and when. Instead of physical keys, systems use digital credentials — cards, fobs, smartphones, or biometrics — to authenticate employees and visitors.

A properly configured access control system helps your organization:

✅ Protect employees, assets, and confidential data
✅ Track entry activity for compliance and investigations
✅ Simplify user management as staff join or leave

What looks like a simple card tap or door click is a network of hardware, software, and encrypted communication working together in real time.

The Components of Access Control

“The DNA” of Every System

No matter the brand or size, every access control system includes a few key building blocks. Just as important as the technology itself is the partner who supports it. Morefield has decades of experience designing, installing, and managing access control systems — giving organizations a trusted advisor they can rely on for every stage of their security journey.

1️⃣ Database

Holds all user profiles and permissions — the digital “keys” that define who can enter which doors.  Traditionally, this lives on a local server. In cloud-based systems, it’s hosted in a secure data center, protected by encryption and redundant backups.

2️⃣ Control Boards

The brains of the system. Control Boards connect directly to door readers and locks, storing a local copy of the database to keep doors operational if the server or internet goes offline.
Modern controllers often use Power over Ethernet (PoE) and TLS-encrypted communication for greater efficiency and security.

3️⃣ Readers

The part users interact with — card readers mounted adjacent to a door that accepts the employee’s card, fob, smartphone, or biometrics.  Modern systems support multiple credential types, including:

• RFID cards | key fobs
• Mobile credentials (Bluetooth or NFC)
• Biometric verification (fingerprint, face, or iris)
• Proximity unlocking using smartphones or wearables

4️⃣ Electronic Door Locks

Once credentials are verified, the controller signals the electronic lock to release.
Locks are designed with fail-safe or fail-secure options, ensuring doors behave appropriately during power loss or emergency conditions.

Technology Evolving: Cloud-Managed Access Control

In traditional systems, everything — software, data, and management — lives on a local server.
In a cloud-managed system, the control hardware remains onsite, but the database and administrative functions move to the cloud.

💡 Key Benefits of Cloud Access Control

✅ No more server maintenance — no local hardware refreshes, patching, or backups to manage.
✅ Always current — automatic updates keep your system secure and feature-rich.
✅ Remote accessibility — manage users, permissions, and reports from anywhere.
✅ Scalability — easily add sites or doors as your business grows.
✅ Enhanced cybersecurity — AES-256 encryption, MFA logins, and redundant data center to host the access control application protect your system and data.

Pro Tip: Cloud platforms now integrate with HR systems, visitor management, and video surveillance — creating unified, smart security ecosystems.

Should I Migrate to the Cloud?

Curious how your system stacks up? Morefield experts can evaluate compatibility and ROI. If your access control system is 8–10 years old, this is a great time to consider a cloud upgrade.
Here’s what to evaluate before making the move:

Number of Doors

Cloud systems are licensed per door, typically $180–$250 annually.  This subscription replaces legacy software support costs and includes hosting, updates, and technical support.

Age of Your Control Boards

Control Boards can last 15–20 years, but older models may not support cloud integration.  If your hardware is newer than 8 years, migration is usually straightforward. Otherwise, plan for Control Board replacements as part of your project.

Management Approach

Decide whether to manage the system in-house or partner with a provider like Morefield through an Access Control as a Managed Service plan.  This model offloads daily administration, credential updates, and monitoring to certified professionals.

Implementation & Timeline

Migration typically includes:

• Database migration
• Controller verification
• Connectivity testing
• Credential revalidation

Expect 3–5 days of combined on-site and remote work for most mid-sized facilities.

Keeping Your Existing System Secure

If you’re not ready to move to the cloud yet, you can still extend the life and reliability of your existing on-premise access control system.  Morefield can help you strengthen your current setup with a consultative approach that usually includes

🔧 1. Maintain Software Support

Stay enrolled (current) in the manufacturer’s software support plan for continued patches and escalation paths.

💻 2. Monitor Server Health

Make sure the premise server that contains the access control application | database is covered under warranty, backed up daily, and monitored for performance.

🔌 3. Replace Aging Controllers

Outdated boards can disable multiple doors at once. Proactively replacing them avoids costly emergency downtime.

🧾 4. Audit Users Regularly

Remove inactive users and confirm access levels match job roles — a simple but often overlooked security layer.

What’s Ahead: The Future of Access Control

Cloud migration isn’t just about convenience — it’s a strategic modernization project.
Tomorrow’s access control systems will integrate with:

• AI-driven video analytics
• Cloud-connected visitor management
• Touchless & mobile-first credentials
• APIs that sync with HR and IT systems for real-time access provisioning

As technology evolves, access control becomes the foundation of intelligent building security — not just door management.

Comparison Table: On-Prem vs. Cloud Access Control

Ready to Evaluate Your Options?

If your access control server is aging or you’re curious about cloud-managed systems, now’s the perfect time to consider your setup.

Partnering with an experienced integrator like Morefield ensures you get:

• A complete hardware and compatibility assessment
• A detailed migration roadmap
• Minimal downtime and maximum value

Protect your people, property, and peace of mind — today and into the future.  Want to Talk About Your System?  Contact Morefield to schedule a consultation or site evaluation.
Your doors — and your data — deserve modern, reliable protection.

The stakes are high when it comes to access control and protecting your business, and choosing the right system can make all the difference. Today’s organizations must decide between cloud-based and on-premises access control systems, two powerful solutions that can impact security, scalability and overall efficiency. This guide weighs the benefits of cloud-based access control vs. on-premises, offering insights about both that can help you make an informed decision for your company.

Understanding Cloud-Based and On-Premises Access Control

Before comparing benefits, it’s important to understand the key differences between cloud-based and on-premises access control models. The two systems differ primarily in where they reside.

• On-premises: With on-premises access control, all hardware, software and data are physically hosted on an organization’s premises. Businesses handle the security measures, software updates, system modifications and user login and permissions, having full control over their security infrastructure and data privacy. As such, choosing this type of system means you’ll need dedicated space and an internal or contracted team to manage it.
• Cloud-based: Cloud-based services store data on remote servers that are managed by a third-party provider. Users can access and manage permissions through a web browser, mobile app or any internet-connected device from anywhere, making remote administration easy.

While on-premises access control systems can offer greater control, they require a higher upfront investment and ongoing maintenance. In contrast, cloud-based systems can provide a lower initial cost and be conveniently managed remotely, but need a stable internet connection to function properly.

Comparing the Benefits of Access Control Models

On-premises and cloud-based access control models offer their own unique advantages, helping everyone from enterprises and big tech companies to schools and hospitals safeguard their data and operate smoothly. To choose the right system, you’ll want to consider several factors, weighing the benefits of cloud-based access control vs. on-premises:

Initial Cost and Long-Term Pricing

If your business is fine with an upfront investment and has an IT team or provider, an on-premises system might be ideal. With this system, you pay for the on-site infrastructure, such as servers, software licensing and ongoing upkeep. If, however, you seek lower upfront costs and are fine with subscription-based pricing, a cloud-based solution might be the better choice. Offered on a subscription basis, cloud-based solutions reduce the need for large initial capital outlays. Pricing might be structured as a predictable monthly or annual fee.

System Scalability and Flexibility

Cloud-based access control is best suited for businesses planning to expand or manage multiple locations remotely. With this system, you can add new locations, employees or integrations quickly through the software without a major hardware overhaul or significant investments. On-premises solutions can be more complex to scale, often requiring organizations to purchase and install new hardware. However, you can tailor on-premises systems for your specific business needs, giving you flexibility in security configurations.

Ongoing Maintenance and Updates

With on-premises, you’ll need reliable IT professionals to maintain your security updates and system operations. With cloud-based access control, your service provider will manage software updates, security patches and maintenance. They’ll automatically handle upkeep so your system is always current.

Remote Access and Management

If your business needs remote access control, real-time monitoring and easy integration with other security systems, a cloud-based solution is probably the better option for you. Administrators can manage access rights, check activity logs and oversee security from any internet-connected device, anywhere. Modern cloud-based solutions keep door controllers and make local decisions if the internet goes down. Administrative tasks might pause at this time.

On-premises access control is ideal for businesses that need local management and don’t have remote access needs. The system operates locally, so it will continue functioning even if internet is not stable.

Security and Data Protection

With an on-premises system, you have full responsibility over your data security. While this gives you complete control, it also means you need a dedicated IT team to manage firewalls, prevent breaches and keep your physical server secure. Essentially, the system’s safety is entirely dependent on your internal resources and expertise.

In contrast, reputable cloud providers invest heavily in enterprise-grade security measures. Cybersecurity experts will manage threats around the clock, making sure your data is encrypted both in transit and at rest, offering a strong security infrastructure as part of your subscription.

Which System Is Right for Your Organization?

The right system depends on your specific organization, as security needs differ for enterprises, schools and hospitals:

• Schools and campuses: Schools and campuses need to manage access across multiple buildings. Cloud-based models can be a good fit, because they’ll secure sensitive areas and can easily update credentials for students and staff with each new semester.
• Hospitals and healthcare: Cloud systems are also helpful for hospitals, as they can support compliance by providing detailed audit trails and easily managed access levels for restricted areas like pharmacies or patient record rooms. However, if you need to maintain physical control over servers that manage your security data, you may need on-premises. A professional consultation will help you navigate compliance and security needs to choose the best fit for your organization.
• Commercial real estate: A cloud-based system can simplify managing access for multiple tenants in one building, enabling easy onboarding and offboarding of tenant employees.
• Enterprises and tech companies: Cloud solutions can be very flexible for businesses with multiple office locations or a hybrid workforce, allowing for centralized security management across all sites.

Ultimately, choose on-premises access control if you need full control over data storage and security, or you have a professional IT team to handle maintenance and updates. Choose cloud-based access control if you need remote access and management from anywhere, your business has multiple locations or you prefer automatic updates and maintenance.

Partner With Morefield for Expert Security Solutions

Selecting between cloud-based and on-premises access control isn’t one size fits all. It depends on your sites, compliance needs, budget and plans for expansion. To help you decide, choose a professional assessment at Morefield. We are Central Pennsylvania’s local security technology partner, providing business security solutions since 1945. Our experts will evaluate your facilities, network and workflows to design, implement and provide the best-fit solution, from modern on-premises to flexible cloud or a hybrid approach.

Morefield also offers cloud and managed technology services to help with maintenance and security, lowering costs and increasing efficiency. We have the expertise and experience to develop a solution that secures your organization. Contact us today for a consultation to evaluate on‑premises, cloud or hybrid access control for your facilities.

Before signing with a new MSP, it’s important to assess your current situation and gather key details about your existing environment. Many organizations discover during onboarding that their previous MSP didn’t fully document systems, share access information, or communicate clearly about what services were being provided.

Your MSP is strategic to your business operation and change is always uncomfortable, so it is usually avoided whenever possible.  But resistance to changing MSPs can be a detriment to your business evolving.  Taking that next step to become a market leader, attract new customers, hire a great employee, all are activities that benefit from complementing, strategic, technology systems.  

If you are beginning to feel that your current MSP is inhibiting you from taking that necessary step to realize the full potential of your business, ask yourself these questions:

Do I receive regular reports and inventories?  Your MSP should provide periodic inventory reports, network diagrams, and health summaries. If you’ve never received them, it’s worth requesting a full list of all managed systems before you transition.

Do I understand the current services and billing?  Many businesses aren’t fully aware of what’s covered under their contract. Are you paying for cybersecurity monitoring, backups, and endpoint protection? Are there unexplained items on invoices? Clarify what you’re paying for now to avoid service gaps when you switch.

Has our MSP been transparent about access and information? A trustworthy MSP should provide you with administrative access, documentation, and system credentials. If they’ve held these closely, your new provider may face challenges gaining control of your environment.

Are we leasing or renting the IT hardware?  Some MSPs lease hardware — such as firewalls, servers, or desktops — as part of their service. It’s critical to know which assets belong to you and which belong to your provider, since these may need to be replaced or returned during the transition.

Do we routinely review procedural checklists?  Having shared documentation for tasks like onboarding new users, configuring endpoints, or provisioning accounts will make the changeover much smoother. If you don’t already have these checklists, your new MSP will likely create them as part of their onboarding process.

These questions not only prepare you for discussions to measure potential new provider(s), but they also help to identify potential risks or gaps that could delay onboarding when you decide it is time to make a switch.

Mileposts to Expect During a Change-Over

Switching MSPs is not a flip-of-a-switch event — it’s a structured process that typically unfolds over 30 to 60 days. During this period, both your old and new providers will need to coordinate to ensure business continuity.  Here’s what you can expect throughout the transition:

• Kickoff and Recurring Meetings
  The new MSP will host a kickoff meeting to introduce the project team, outline the timeline, and set milestones. Expect to see a detailed roadmap that defines who’s responsible for each step.
• Hardware, Software, and Credential Inventory
  Your new provider will inventory all servers, endpoints, network equipment, and applications. They’ll also review access credentials to confirm they have what’s needed to manage your systems.
• Overlapping Support Period
  A smooth transition usually includes about 30 days of overlapping support, where your old MSP continues handling tickets while the new one begins taking over. This overlap helps avoid service interruptions during the handoff.
• Backup Verification
  Before any major change, backups are tested and verified. This is critical — if something goes wrong during migration or toolset replacement, backups ensure data can be recovered quickly.
• Transitional Introductions
  Expect to participate in several “three-way calls” between your current and new providers to clarify responsibilities, hand off access, and confirm completion of specific tasks.
• Transfer of Administrative Access
  The new MSP will take over administrative accounts, while the outgoing provider’s access is restricted. Be aware that some outgoing MSPs may withhold certain credentials or procedural details. If this occurs, your new MSP will assist you in regaining control or rebuilding what’s missing.
• Removal and Installation of Toolsets
  Each MSP uses its own management tools for monitoring, remote access, and endpoint protection. During onboarding, your new provider will remove the old toolsets and install their own agents and utilities on your servers and devices.
• License and Subscription Transfers
  You may need to authorize the transfer of licenses or subscriptions, such as Microsoft 365, to your new MSP’s management. This includes updating the designated Cloud Solution Provider (CSP) or partner of record.
• Training on Communication and Support Channels
  MSPs have their own processes for submitting support requests — by phone, email, or client portal. Early in the relationship, your new provider should train your team on how to reach them and what information to include in requests.
• Activation of SLAs
  Once onboarding is complete, service level agreements (SLAs) go into effect. Response times and escalation paths should begin to normalize as the new MSP’s support systems take over.

• Post-Cutover Health Checks
  After all systems are transitioned, your new MSP will perform health checks and audits to confirm that backups, security monitoring, and configurations are running correctly. These reviews ensure stability and compliance with your service plan.

Recommendations and Lessons Learned

As a leading Managed Service provider in central Pennsylvania, Morefield has successfully conducted many onboarding (and offboarding) projects for businesses across our service delivery area.  We have worked with all types of businesses under our MSP program including Healthcare, Accounting, Legal, Consulting, Financial, Engineering, Manufacturing, Logistics and Transportation.  Across this spectrum of experience, we have observed that organizations who approach MSP transitions thoughtfully tend to have the best outcomes. Here are some lessons we have learned from real-world onboarding projects:

Clarify expectations early.  Before signing an agreement, review SLAs, escalation paths, and ticket workflows with your new MSP. Confirm how requests are prioritized and how after-hours support is handled to prevent frustration.

Request a complete IT asset inventory & documentation.  Your current MSP should deliver a comprehensive list of all devices, servers, and network components under management.  Technology documentation should also be shared such as up-to-date network diagrams, configuration backups, and environmental details.  This becomes foundational for ongoing monitoring and lifecycle planning and accelerate troubleshooting.

Secure your passwords and access details.  Request a copy of all system access credentials from your current MSP. If passwords are provider-specific, ask for them to be reset and shared securely with your organization and new MSP.

Plan for contingencies.  Even with careful planning, tool migrations or firewall changes can cause unexpected downtime. Ask your new provider to review their rollback plans and contingency steps prior to scheduling the work.

Verify backups.  Confirm all backup routines are operational and meet your retention | recovery goals. Backups are your last line of defense — never assume they’re running properly without verification.  It is not unusual and better to expect that your current backup solution will be replaced by the new MSP, often this decision is contingent on how it was managed.  

Confirm access revocation for the old provider.  At the end of onboarding, ensure the new MSP has revoked all access previously granted to the outgoing provider — including VPN credentials, admin accounts, and shared passwords.

Following these lessons learned will help to protect your organization, it’s data and ensure a seamless handoff to your new managed service partner.

Inside Morefield’s MSP Onboarding Approach

At Morefield, we help central Pennsylvania businesses smoothly transition from one MSP to another. Whether we are welcoming them as a new customer to our Managed Program or supporting their decision to move on to their next MSP provider.  The key elements of our structured onboarding plan are designed to minimize disruption, ensure accountability, and deliver transparency at every step.

• Structured Project Plan
  Every new client is assigned a dedicated project manager who serves as a single point of contact during onboarding. This ensures consistent communication and accountability.
• Team-Based Execution
  We take a collaborative approach, engaging experts in infrastructure, cybersecurity, and end-user support to cover every technical aspect of your environment.
• Remote & On-Site Appointments
  Our team performs a mix of remote and on-site activities to efficiently execute the onboarding plan and verify configurations firsthand.
• Pre-Defined Touchpoints
  You’ll experience clear milestones and check-ins throughout the project, so you always know what’s happening and when.
• Formal Service Transition
  Once onboarding is complete, there’s a structured handoff from the project team to our service delivery team, ensuring no detail is lost in the transition.
• Training on Support Procedures
  We provide training on how to submit requests via phone, email, or portal — so your employees can confidently engage our Service Desk from day one.
• Activation of SLAs and Normalized Response Times
  Once your systems are fully onboarded, our standard service levels go into effect, providing reliable response and resolution times.
• Ongoing Health Checks and Audits
  Morefield continues to monitor your systems through scheduled appointments, health checks and audits to verify performance, stability, and compliance with your program.

Make a Confident Start With Your New MSP

Changing MSPs can feel daunting, but with the right plan, it’s an opportunity to gain greater visibility, better support, and stronger alignment with your business goals. By understanding what to expect — from early planning through final cut-over — you can set realistic expectations, avoid disruptions, and ensure your technology foundation is in capable hands.

A successful transition isn’t just about new tools or contracts; it’s about establishing a relationship built on trust, transparency, and proactive service. With a structured approach like Morefield’s, you can make the change with confidence and look forward to a more strategic, responsive IT experience.  When you are ready to learn more about the many benefits of Morefield’s Managed Service Program, contact us.