You’re thinking about consolidating services by having your IT MSP provider manage your VoIP phone system. It seems convenient—one provider to handle both technology and communication—but is it the right move for your business? Like many business decisions, the answer depends on your specific needs, business size, and level of trust in your provider.
At TeleCloud, we’ve helped businesses and IT providers evaluate VoIP solutions for over a decade, giving us a deep understanding of both sides of the equation. We also work closely with IT companies to ensure their clients—and ours—receive the right solutions tailored to their needs. Whether it’s partnering on infrastructure setup, supporting call flow design, or handling complex integrations, we know how to balance technology and communication services.
In this guide, we’ll break down the pros and cons of consolidating services, when it makes sense, and how to evaluate your options to ensure your communication system supports your business needs.
Why Do IT Providers Offer VoIP Services?
IT providers typically partner with white-label telecom suppliers (ex. BMC One, White label, Virtue) to bundle VoIP services alongside their IT services. This allows them to invoice you for both services and serve as a one-stop shop for your tech needs. For small businesses with limited and basic requirements, this arrangement may work out. However, it’s important to understand that it comes with a couple of warning labels.
What are the advantages of using one provider for both IT and VoIP?
There are situations where consolidating services can make sense, especially for small businesses with basic communication needs. Here are the main advantages:
1. Convenience
Managing fewer vendors can simplify your operations. If your provider manages both your IT and Telecom VoIP services, you’ll have 1 less provider to deal with, fewer support contacts, and potentially streamlined troubleshooting.
Pro Tip: Ask if the provider uses a single ticketing system for both IT and VoIP support. This ensures faster issue resolution and fewer delays from inter-department handoffs.
2. Speed of Trust
If your IT provider has already proven to be reliable and responsive, you may feel comfortable entrusting them with your phone system as well. If their service is stellar, adding VoIP may not add much risk.
3. Potential Cost Savings with Bundled Services
IT providers may offer bundled services that combine VoIP and IT services on 1 invoice. This can be beneficial for small businesses that already have a strong relationship with their provider and can get both services on 1 invoice.
Ensure that bundled pricing is transparent and scalable. Verify that any growth in service needs (such as additional users or locations) won’t lead to unexpected price hikes or fees.
What are the risks of using one provider for both IT and VoIP?
While the idea of bundling services sounds appealing, there are important risks to consider:
1. They Become “Sticky” & Harder to Terminate in the Future
If your IT provider manages both your phone system and IT services, it can be difficult to part ways in the future. Terminating your relationship with them would mean switching both providers at once, leading to significant disruption. This gives them a lot of leverage over your business and if the relationship degrades, it's difficult to navigate.
Pro Tip: Ask if VoIP and IT services are placed under separate contracts. This will give you more flexibility if you ever need to switch providers. Or are the contracts coterminous?
2. Limited Telecom Expertise
Telecom is a specialized field. Many IT providers partner with white-label VoIP resellers (under the hood) but may not have in-house experts to handle complex telecom issues. Consider these questions:
- How many VoIP customers do they actually manage? (not IT)
- Do they have dedicated telecom experts to manage the VoIP service?
- Do they offer advanced telecom solutions or just basic? (Call Center, AI, CRM Integration, SMS applications) In other words, are they strong beyond the basics in telecom?
If your business requires more than basic phone services, a specialized VoIP provider may be a better fit.
3. Adding more to their plate can be risky
If your IT provider already struggles to resolve technical issues quickly, adding telephony to their workload might only worsen support response times. On the other hand, if they excel at prompt service, this might not be a concern if your experience is great. If they are currently average or slow to respond, adding telecom will make them “slower”
When Should You Keep VoIP and IT Services Separate?
For businesses above 50 employees or more complex organizations, separating IT and telecom services often leads to better outcomes. Here are two common scenarios where this makes sense:
1. Large or Growing Businesses
Businesses with 50+ employees often require specialized telecom features and support. Dedicated providers are better equipped to handle these needs. As businesses scale, the differences between IT and telecom become more pronounced, making separation the norm for larger operations.
2. Industry-Specific Needs
Certain industries, such as healthcare and retail, have unique compliance and operational requirements that demand tailored solutions. A VoIP provider with expertise in these industries is likely to offer better support and custom features than a generalist IT provider.
3. You Want More Freedom and Leverage as a Customer
We have seen many situations where the relationship needed to end and the end user customer was forced to keep IT and Phone services active for many months beyond what they wanted bc of contracts and IT leverage on the network. It can be in your best interest to have IT and Voice separate so you can make future changes in future easier like canceling contracts or negotiating.
How do you find the provider (or service) that’s right for your business?
If your IT provider offers VoIP services, they may naturally favor their own limited solution over outside providers. This doesn’t mean they’re being malicious, but let's face it, businesses like to sell what they have.
A strong VoIP provider should acknowledge their limitations and be open to collaborating with outside suppliers if needed. If you’re uncertain, consider consulting with a telecom advisor to compare multiple solutions.
Practical Tips for Making the Right Choice
Follow these steps to guide your decision-making process:
- Assess Your Provider: Identify their strengths and weaknesses.
- Define Your Needs: Outline your telecom requirements, including call volume, locations, and features.
- Request References: Ask for case studies or references from other businesses using their VoIP services.
- Compare Providers: Evaluate independent VoIP providers to understand their offerings, support, and pricing.
Should You Consolidate or Separate VoIP and IT Providers?
There’s no one-size-fits-all answer to this question. For smaller businesses with basic needs, consolidating services can offer convenience and simplicity. However, for larger or more complex organizations, separating IT and telecom services often provides better expertise, support, and flexibility.
At TeleCloud, we understand that every business is unique. That’s why we offer both proprietary VoIP solutions through TeleCloud and access to major providers like RingCentral, Zoom Phone, and Dialpad through our technology advisory services. Our goal is to help you find the right solution—whether that means consolidating or working with specialized providers.
Ready to explore your options? Contact TeleCloud today for a free consultation and learn how we can support your business with tailored telecom solutions!
