Why Flexible Managed Services Fueled VCS’s Growth and Client Loyalty
(As published on VARInsights)
For many IT providers, managed services are governed by rigid contracts, strict client qualifications, and inflexible service models. But Vision Computer Solutions (VCS) took a different route—and it paid off in a big way.
By rejecting outdated MSP norms in favor of flexible managed services, VCS achieved double-digit revenue growth, increased customer retention, and became a strategic IT partner to its clients, not just a vendor.
Breaking Away From Traditional MSP Rules
By The Business Solutions Network
“It’s surprising how many prospects tell us their previous IT providers never assessed their environments or asked about their business goals,” says Abbey Colville, Director of Marketing and Operations at VCS. “We start with listening.”
Founded in 1995, VCS had its inflection point in 2008 when it adopted ConnectWise’s PSA tools to replace manual tracking. Since then, VCS has integrated a full suite of ConnectWise products—from LabTech RMM to BizDox documentation—to manage nearly every aspect of its business. Yet, technology alone wasn’t what helped them grow revenue by 25% in 2015.
It was a mindset shift: rethinking how managed services should be delivered.
The Power of Flexible Managed Services
In 2013, VCS faced internal leadership changes. Rather than doubling down on rigid, long-term contracts, they made a bold move: they eliminated them.
Instead of binding clients to traditional 12- or 36-month agreements, VCS adopted a contract-free model rooted in transparency, accountability, and performance.
“The traditional managed services rules are often self-serving,” says Charles Lobert, VP of Sales and Technology at VCS. “We flipped the script. If our service delivers real value, clients stay—by choice.”
This new flexible managed services approach meant:
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No early termination fees
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Month-to-month agreements
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Custom-fit services for each client’s environment and goals
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In-house support only—never outsourced
The result? A client average tenure of seven years and industry-leading satisfaction.
Customization Begins With Assessment
Every new relationship at VCS begins with a comprehensive IT assessment. They dive deep, identifying legacy systems, downtime tolerances, and weak spots in backup and recovery plans. For example, a client backing up data to tape but claiming a two-hour recovery window immediately signals a misalignment that VCS can fix.
This assessment-led model is a cornerstone of their flexible managed services. Instead of forcing clients into a one-size-fits-all package, VCS offers “light” versions of services that exclude hands-on support but include monitoring and management. If a client insists on keeping their own antivirus or backup system, VCS will still work with them, but makes sure they understand and assume the risks.
Embracing the Cloud, Not Fearing It
While many MSPs resisted the cloud, VCS leaned in. They saw Microsoft’s push away from Small Business Server and toward Office 365 as an opportunity, not a threat.
“We use tools like BitTitan for seamless migrations and ensure clients’ networks are cloud-ready,” says Lobert. “We don’t just move data—we make sure performance and uptime don’t suffer.”
VCS also leverages Microsoft’s CSP program to retain billing and support relationships with cloud clients. This ensures continuity, better client experience, and increased recurring revenue.
A Strategic Marketing Reboot
Marketing was another area of transformation. Before 2013, VCS outsourced its campaigns. But when Abbey Colville joined the team, she brought strategy, consistency, and in-house SEO/SEM knowledge that reshaped how the brand showed up online.
With tools like ConnectWise Campaign Director, VCS began tracking open rates, optimizing subject lines, and ranking leads by engagement. These changes led to a 70% close rate for qualified leads—and a 60% reduction in overall marketing spend.
Looking Ahead: Cloud Desktops and Beyond
VCS sees a future in cloud-hosted desktops and full cloud infrastructure—especially in regulated industries like financial services and law, where remote access and data security are critical.
And true to form, VCS plans to offer cloud solutions that are anything but generic. Using Azure and other platforms, they’ll deliver flexible cloud services that scale with client needs while maintaining the same hands-on, client-first service that defines their MSP model.
Why Flexibility Matters in Managed Services
Whether it’s about contract terms, technology stacks, or cloud migrations, one thing is clear: flexible managed services create stronger, longer-lasting client relationships.
VCS didn’t grow by doing what everyone else was doing. They grew by doing what was right for their clients.
And that flexibility? It’s the new gold standard.
About Vision Computer Solutions (VCS):
Founded in 1995, VCS serves clients in finance, law, and professional services. With a relentless focus on customer success and a flexible approach to managed IT, VCS helps businesses leverage technology as a growth driver—not a cost center.
Website: www.vcsolutions.com
Verticals: Financial, Legal, Professional Services
Key Vendors: ConnectWise, Datto, Dell, Microsoft
Distributors: CDW, Ingram Micro, SYNNEX
