When my colleagues and I formed HWL, there were a lot of spirited discussions around what constitutes a great VMS/MSP program. And yes, there were lots of different perspectives and opinions regarding the existing models in the marketplace, and about the functionality gaps that existed in available VMS systems. However, there was one area where there was universal agreement. Treat agencies with respect, listen, and be hyper-focused on what is important to them. This may sound simple and obvious but having been in this business for over 20 years I constantly hear from agencies that are frustrated with this or that MSP provider or VMS system because they feel like concerns aren’t heard and they are treated as second class citizens. Having spent the first part of my career on the agency side, I personally experienced this and remember that feeling. Not great.
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