A company's success depends entirely on its relationships with its customers and clients, and Bit-Wizards is no exception. Founded in 2000 by Vince Mayfield and Louis Erickson, the Managed IT Services (MITS) provider is celebrating its silver anniversary in 2025. While the milestone took consistent effort from our team over the years, the achievement is truly thanks to the 500+ clients Bit-Wizards has served.

While our services are characterized as magical, dedicated talent is what fuels our customers’ successes. Client Success Manager LXS Fregger pulled back the curtain on our MITS team's secret recipe for cultivating strong client relationships. Learn how our Wizards assess operations, provide custom IT services, and offer additional support that surpasses average managed service provider (MSP) client success standards.

Common client challenges

There's no universal formula for client success, but Fregger shares that our clients' past and present challenges and opportunities share core similarities. Every business is a technology business regardless of its industry, so IT troubles are often at the heart of each operational obstacle. Here are the three most common issues Fregger sees businesses face that ultimately lead them to become MITS clients.

1. Piecemealing infrastructures

One of the most prevalent issues our clients experience stems from using IT advice and infrastructure components that aren't capable of delivering enterprise solutions. Routers and other devices meant for home use end up in small businesses, and employees with minimal technical experience are left to handle any upkeep on top of their everyday jobs. Fregger shares a coworker's visualization that illustrates the comparison.

"Sam Blowes says that using home-grade devices for a business is like drinking a swimming pool's worth of water through a cocktail straw," she says. "We want to help clients by equipping them with enterprise-grade solutions, which replace that tiny cocktail straw with a fire hose and a water pump."

2. Undervaluing IT investments

While technology has the potential to advance a company's operations, the capital expenses required aren't considered worth the cost. Computers and other devices can work for years, but using outdated hardware and software is a costly, not cost-effective, choice. Fregger believes that a company's hesitation to invest in IT upgrades and other necessary expenses is one of many self-imposed obstacles.

"We've onboarded clients that still use computers from the early 2000s, and we have to teach them that just because they still work doesn't mean that it's right for what they need," she says. "We help our clients learn to see IT upgrades as more than optional expenses—they're a means to propel their businesses forward."

3. Taking reactive approaches

Businesses may take a proactive approach to operations that impact their employees and customers, but they often exclude IT from their mindset. Despite rising risks from phishing attacks, artificial intelligence (AI), and other major cyberattack threats, potential clients don't consider these things to be an issue until they're affected directly. Fregger compares the choice to a business willfully pausing its insurance policy.

"The whole point of having insurance is to prepare for the worst, and you wouldn't stop your coverage just because you haven't experienced a disaster yet," she says. "We protect our clients by building solutions that proactively mitigate risks so our clients aren't worried about worst-case scenarios."

MITS client onboarding

Improving a company's IT infrastructure is never a one-and-done solution, although some MSPs treat it that way. With Bit-Wizards, our client onboarding process takes significant time and effort from our team and the businesses we support. While the process varies by client, Fregger says the overarching objective is to understand where the business stands and where it wants to progress in the future.

"We take the time to learn the ins and outs of each business and the people who keep them running, all with the ultimate goal of ensuring our definition of success aligns with theirs," she explains. "What's important to them is important to us, and we focus on that when improving their current IT solutions and planning for and executing future expansions."

To better understand each client's unique circumstances, some of the many steps our Wizards take in the onboarding process include:

• Meeting with key leadership to learn about the company's operations and goals
• Researching industry trends to identify relevant software and other IT solution options
• Conducting a network assessment to identify the current hardware and software setup
• Crafting an infrastructure optimization plan based on any security and operational issues
• Identifying opportunities to provide short- and long-term cost-saving assistance

Popular client projects

As part of our MITS family, our clients receive a wide variety of services and consistent support from our team. While the fundamentals match across the board, each undertaking requires unique adjustments to fit different needs and industries. Even so, Fregger notes that several projects are practically universal elements of the Bit-Wizards client experience, regardless of industry or company size.

These are a few examples of the most popular services our MITS clients leverage:

1. SharePoint migrations help clients by making their files and information more accessible without compromising on security. When Linn's Prestige Kitchens & Baths had issues sharing and backing up files at different locations, our MITS team helped them make the switch to SharePoint. We build dedicated SharePoint environments for each client, migrate their data from on-premises servers, and provide support during and after the transition.
2. Security improvements at varying levels give each of our clients a much-needed boost against cyber threats. After Florida's First Judicial Circuit fell victim to a cyberattack, Lisa Jo Spencer, P.A., leaned on robust security measures from Bit-Wizards to elevate its data protections. Our team configured settings in Outlook to shield the law office from heightened threats and offered help desk support to screen suspicious emails for malicious links.
3. Compliance updates ensure that clients in regulated industries like healthcare and local government meet specific standards for handling and storing data. When the Shalimar Police Department was notified of an upcoming FBI audit, they reached out to the Wizards for help. Our MITS team assessed their infrastructure, earned Criminal Justice Information Services (CJIS) certifications, and made adjustments to help the department ace its assessment.

Making magic for MITS clients

There's a good reason why we say Bit-Wizards is the perfect match for any business looking to upgrade its IT game, and it's not just because of our services. In addition to getting support with fundamentals like cloud infrastructure and business continuity and disaster recovery (BCDR), our clients access custom solutions that are hard to find anywhere else. Learn more about some of the services that set our MITS team apart from other MSPs.

Periodic business reviews (PBRs)

Client relationships need thorough communication to make the most of the services involved. While many MSPs call it a day after fixing whatever breaks, Bit-Wizards goes above and beyond to ensure our services support a client's operations and goals by conducting PBRs. While these regular meetings are crucial opportunities for feedback, Fregger believes sharing the team's efforts with clients is an invaluable benefit.

"In our PBRs, we cover figures related to emails, sign-in attempts, tickets, and other things happening behind the scenes that our clients may not know about," she explains. "We list anything visible or unseen to ensure they have a better understanding of what we do, which ultimately helps them identify ways we can better support their business."

Virtual Chief Information Officer (vCIO) services

CIOs play an integral role in helping companies create and implement IT strategies. Unfortunately, many clients don't have someone in that role or even a dedicated support team. From monitoring industry trends to understanding personnel changes, our Wizards offer vCIO services to ensure clients stay up-to-date with their technology. Fregger describes the unique service as an advocate for the technology a business uses.

"Our team supports our clients by advocating for necessary and recommended IT upgrades and decisions that help them stay on the cutting edge of their industries," she says. "We take a high-level view of each company's technology and ensure their budgets and plans align with their goals and can be adjusted as more information is learned."

Vendor management assistance

Partnering with a vendor that works with your company's other vendors to support your operations sounds like a fairytale, but it's a real-life benefit for Bit-Wizards clients. Whether it's a printer problem or an internet issue, our MITS team works with IT vendors to relieve technology tensions that are otherwise placed on a client's employees. Fregger emphasizes that the main benefit is that clients can better focus on what they do best.

"If you have a paralegal on your team, you're paying them to be a paralegal, not to fix your router or troubleshoot computer issues," she illustrates. "Letting us work with your IT vendors frees up your team from wearing multiple hats so you can keep your aces in place."

99%+ customer satisfaction (CSAT) scores

No business can provide flawless services, and any MSP that tries to make that claim is wrong. While our help desk support isn't perfect, it's made up of real people who are committed to helping our clients succeed, and our 99%+ CSAT score is proof of that. Fregger attributes our clients' satisfaction to the environment our Wizards cultivate to foster stronger relationships and minimize any fear of judgment.

"People often hesitate to speak up or ask for help with technology because they're afraid of being made fun of or being seen as a nuisance, so we've created a space where that's never a concern," she says. "We want our clients to feel valued and respected, and it's a crucial part of our everyday interactions that isn't as common as you'd hope in our industry."

Client Success Manager support

Success looks different in various industries, but most MSPs focus on their own needs and neglect their clients' short- and long-term goals. In addition to prioritizing our clients' peace of mind, Bit-Wizards takes it a step further by connecting every client with our dedicated Client Success Manager. Fregger values every opportunity to ensure each client understands how our team's efforts contribute to their success.

"Some clients feel that success is not having to worry about their printer working on payday, while others consider it a win when they meet compliance standards ahead of deadlines," she says. "My goal as Client Success Manager is to make sure our clients feel that our efforts have been successful, and the team and I do whatever it takes to understand what each client wants to achieve and how we can support them."

Build a better future for your business with Bit-Wizards

When IT can determine whether your business succeeds or fails, you need an experienced team on your side. With over 200 years of combined technical experience under their belts, our Wizards know what it takes to support companies through everyday operations and unexpected challenges. Fregger affirms this promise by sharing our MITS team's commitment to building trust by honoring each client's time and communicating openly and honestly.

   

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