Why Personal Check-Ins Still Matter in Managed IT Services

In an era where AI chatbots answer the phone, customer service forms are black holes, and tech vendors automate themselves into oblivion, Kosh Solutions still does something old-fashioned:

We check in.

With a real person.

On purpose.

The Default: Set It and Forget It

Unfortunately, we have seen not only in managed services, but across many industries, the focus and default has become automation. Portals. Dashboards. Unending ticketing emails. While we appreciate the efficiency gains from automation - these tools for sure have their place! - essential context, trust, and personal accountability can get lost when tech support becomes purely transactional.

Your business changes. Your needs evolve. So, unless someone takes the time to ask: Is this still the right setup for you? Your business needs could be misaligned with your technology environment.

What Technical Check-Ins Actually Uncover

Kosh Account Managers conduct regular check-ins—quarterly for most customers, sometimes more often depending on growth, compliance (CMMC, HIPAA), or complexity. These aren’t just box-checking calls. They’re designed to dig into your real-world operational experience.

Here are a few things that you should expect to address during a technical check-in:

• Right-sizing your Microsoft or software licensing (Do all users need premium licenses? Are you using the functions you are already paying for?)

• Reducing cloud storage bloat (Are you paying to archive data from 2019 that you no longer need?)

• Spotting duplicated tools across departments (Are marketing and ops paying for the same type of platform?)

• Catching neglected security gaps (Like MFA not enforced or phishing training skipped)

• Adjusting the roadmap (Discussion of upcoming business changes)

• Ticket analysis (Repeat or Outstanding issues, resolutions times, proactive tickets)

• Compliance and Cybersecurity

Recently, a client mentioned in passing that they’d opened a second location. That led to a full roadmap refresh. Without that call, the issue would’ve shown up later—likely as downtime.

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The Science Behind Why Check-Ins Work

It may be obvious to have personalized IT focused meetings, but let's look at what these meetings are delivering beyond the technical expertise!

The Mere Presence Effect

People feel more confident and satisfied when they know someone is actively present and paying attention—even if nothing is broken.

Social Baseline Theory

Our brains are wired to offload stress and risk when we’re part of supportive relationships. Even in business, that sense of someone has my back reduces decision fatigue.

Recency + Oxytocin

Regular, meaningful one-on-one interactions (especially face-to-face or over video) trigger trust-building neurochemicals. Not in a cheesy way. In a brain wiring for collaboration way.

Business is no different. When a customer knows someone from Kosh will check in regularly—not to upsell, but to support—it changes how they experience every aspect of our service.

Check-Ins Are Relationship Infrastructure

You wouldn’t ignore your servers until they crash.You wouldn’t let your firewall expire without checking it. So why would you let your IT partner operate silently?

Check-ins aren’t overhead. They’re relationship infrastructure. And they pay off in clarity, retention, and faster issue resolution.

What Check-Ins Look Like at Kosh

• Live video or in-person (not a form)

• Run by real people who know your business

• Covers issues, licensing, roadmaps, budget alignment, and usage

• Designed to surface unknowns, not just review what’s already been said

• Proactive mindset: “What’s coming next—and are you ready for it?”

We also review utilization reports and tech waste metrics (see our Tech Waste article) to help you cut costs before they turn into problems.

An IT Roadmap Is Not a Sales Call

Let’s be clear: We don’t schedule check-ins to “build the pipeline.” We do them to make sure the tools and support you pay for are doing their job.

If you’re underutilizing something, we’ll help you trim it. If there’s a better solution, we’ll bring it up. If everything’s working—great! That’s a good check-in too.

In an Industry Obsessed with Automation, We Still Believe in People

Could we automate our check-ins? Sure.

Would that deliver the same outcomes? Never.

Personal, one-on-one support—delivered regularly and thoughtfully—creates stronger systems and stronger outcomes.

Your business isn’t just another ticket number. A thoughtful partner call shouldn’t be either.

Want to See the Difference a Personal Check-In Can Make?

We’d be happy to show you how it works.

If your current provider hasn’t checked in recently—ask yourself why.If you're curious how our IT Roadmap process includes these direct touch points, just ask. It’s part of every long-term partnership we build.

Let’s talk. A real person will answer.(Still strange in 2025, but still true.)

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Disclaimer

The information contained in this communication is intended for limited use for informational purposes only. It is not considered professional advice, and instead, is general information that may or may not apply to specific situations. Each case is unique and should be evaluated on its own by a professional qualified to provide advice specifically intended to protect your individual situation. Kosh is not liable for improper use of this information.