When Perfect Features Meet Imperfect Service
The supplier at the top of our list looked perfect on paper. Their security awareness training platform had every imaginable feature that would delight any technical team – advanced phishing simulations, extensive customisation options and comprehensive compliance frameworks. Everything you could want in a feature comparison spreadsheet.
But when we reached out, silence. Emails went unanswered. Critical deployement questions vanished into the void. For an MSP serving SMEs, this isn’t just inconvenient, it’s a relationship killer. When our clients need answers, we need our vendors to respond. When we’re implementing security solutions, we can’t wait three days for clarification on deployment questions.
The “Good Enough vs Perfect” Decision Framework
Enter Usecure, an MSP-aligned security awareness training platform that delivers exactly what our clients need, without the feature bloat.
- Automated phishing simulation? Yes.
- Individualised training based on assessment quizzes? Yes.
- Positive reinforcement methodology instead of punitive training? Yes.
Everything else? Not included – and that’s okay.
What Usecure does have: exceptional responsiveness, questions answered promptly. Clear go-to-market playbooks designed specifically for MSP partners. Marketing support that actually helps us serve clients better. A partner who treats us like a valued relationship rather than a ticket number.
At £2.50 per person per month, it delivers enterprise-grade security awareness training within reach of SME budgets.
Why Service Quality Trumps Feature Completeness
This decision reflects our core philosophy: matching technology to business needs. Not matching technology to feature lists.
Our clients don’t need every bell and whistle. They need security awareness training that works, deploys reliably and comes with responsive support. Most MSPs would have stuck with their original choice, billing for the “superior” product while struggling behind the scenes. We chose differently because we asked ourselves: “What would we want if this were our own business?”
That’s not settling for “good enough” – it’s focusing on what actually matters.
The Technology-Independent Advice Difference
Here’s what separates strategic MSP partnerships from transactional vendor relationships: we’re willing to recommend the less impressive solution if it better serves our clients’ actual needs.
Other MSPs often maximise revenue by pushing the most expensive, feature-rich options regardless of client requirements. We optimise for outcomes: will this solution work reliably? Can we deploy it efficiently? Will our vendor support us when challenges arise?
These aren’t technical questions – they’re business questions. And they determine whether technology investments deliver value or disapointment.
What This Means for Your IT Strategy
When evaluating technology vendors, feature comparison spreadsheets tell only half the story. The other half, which is often more important, involves questions most businesses forget to ask: How responsive is this vendor when we need support? Do they treat us like a valued partner or a ticket number? Can we rely on them during implementation challenges? Will they be there when things go wrong at 3am?
Superior features mean nothing if your vendor disappears when you need them most.
The best vendor choice isn’t determined by the longest feature list—it’s defined by who answers the phone when you need them most.
The Bottom Line
We chose Usecure not because we settled for less, but because we prioritised what matters: dependable partnership over impressive specifications.
That’s matching technology to business needs in practice – selecting solutions that serve real-world business requirements, not marketing brochures.
Sometimes the best choice isn’t the one with the longest feature list. It’s the one that answers the phone.
