Your IT team just wrapped a major Microsoft 365 upgrade. Security protocols? Locked down. Device management?Automated. Compliance? Checked off the list. Everything looks good…until something breaks.
Suddenly, email archiving stops working. New laptops aren’t provisioning with Autopilot. No one’s sure why. You reach out to your implementation partner… and get silence. Because they’ve moved on. Well, their job was the project, not the aftermath.
It’s a pattern we’ve seen repeat itself across industries, which is exactly why we’re bringing it into focus. In this post, we’ll unpack the common pain points mid-market companies face with project-based IT support and share a smarter, more sustainable path forward.
The Hidden Cost of “Project-Only” Support
Not long ago, we spoke with the VP of IT at a mid-sized logistics company. Their team had just deployed a full Microsoft stack: Intune, Entra ID, Defender for Business, Microsoft Purview, and Exchange Online. The rollout was technically sound, and the team was proud of the result. But then the real world set in, and the company faced a myriad of issues.
Support questions started piling up. The internal IT staff, already stretched thin, found themselves troubleshooting one-off edge cases with no backup. Their vendor, focused strictly on project delivery, couldn’t help. Meanwhile, Microsoft licensing costs were mounting with no support included.
What they had was a modern tech stack. What they lacked was a sustainable operating model.
A Smart Approach: Proactive IT Partnership
At Velvetech, we knew the answer wasn’t another project. It was a shift in mindset, from one-off execution to ongoing enablement.
In essence, we helped the client transition to a monthly IT support framework designed for flexibility, consistency, and cost control. Instead of pre-purchased hours or high retainers, they got targeted expertise, delivered exactly when it’s needed most.
Here’s how the partnership came together:
A Flexible Monthly Support Model
We provided a named advisor who functioned as an extension of the client’s internal team. With 10+ hours of support each month and escalation options for urgent issues, they finally had a responsive partner on call.
Comprehensive Microsoft Expertise
From Microsoft Defender and Conditional Access to Intune, Autopilot, and Purview, our team handled everything. We also supported admin centers across Exchange, Teams, and SharePoint, removing daily friction and freeing up internal bandwidth.
Smarter Licensing, Greater Value
By switching to Velvetech’s Cloud Solution Provider model, the client moved away from retail pricing. The result? Lower licensing costs, consolidated billing, and access to Microsoft Premier Support.
At the end of the day, this wasn’t about selling more hours. It was about building trust, eliminating guesswork, and ensuring smooth operations. All that without overburdening the internal team.
Learn more about our Microsoft Solutions Partner Status
The Impact: Confidence, Not Chaos
Within weeks, the logistics company saw measurable change:
- Continuity returned: Questions were answered quickly, and issues were resolved before they escalated.
- Productivity improved: With a reliable partner in place, the IT team could focus on strategy, not firefighting.
- Costs dropped: Licensing spend shrank, while support coverage expanded.
But perhaps most importantly, the business made a critical shift — from reactive to proactive IT management. And they did it without hiring more staff.
Is Your Microsoft Partner Only There for the Rollouts?
If your company is still relying on a project-only partner, you’re essentially walking a tightrope. In most cases, smooth delivery doesn’t guarantee smooth operations.
In fact, what you need isn’t another implementation but someone who knows your systems, your policies, and your team — and who picks up the phone when it matters. We do. Book a call with Velvetech to review your setup, identify opportunities for savings, and explore what strategic IT support could look like for your business.
Get the conversation started!
About the author
