What Does White Glove Service Mean in Managed IT Support?

When you think of white gloves, you might picture luxury, care, and attention to detail. But in the world of IT, a ‘white glove service’ means something even more impactful: meticulous support that businesses genuinely rely on.

What is a White Glove Service in the IT Industry?

A white glove service is a term that was initially coined by logistics companies and premium delivery services that strived to provide a high degree of special attention and care in their offering.

As a Managed Service Provider seeking to offer special attention, support and round-the-clock customer support, a white glove service strikes the perfect balance that we aim to deliver at Netitude: high-level care that helps people and businesses achieve Growth Through Technology.

Key Elements of a White Glove IT Service Offering

Of course, there's much more to delivering a white glove IT service than meets the eye. To acquire and retain customers, you must consistently go above and beyond expectations—delivering a service that isn't just reliable, but truly exceptional. It's about offering a high-quality, special care experience that makes clients feel genuinely valued and supported at every step.

Attention to Detail at Every Touchpoint

At Netitude, we're proud to sweat the small stuff. We aim to leave no stone unturned from the day we onboard a new client, to the moment they complete their IT roadmap outlined to them by their appointed Virtual IT Director.

Our technology experts and engineers pride themselves on getting the job done by conducting audits in scrupulous detail, where each aspect of an organisation's IT infrastructure is assessed against regulatory requirements and best practices.

Our internal systems and team structure also mean information can be handed over between teams. Whether it's going from our solutions team to the service desk or from the technical service team to the projects team, nothing gets lost in translation due to the seamless crossover and productivity systems and tools we have at our disposal.

A white glove approach can best be described in our Managed IT Services, especially for our Evolution and Enterprise-grade security packages. Instead of opting for a reactive approach towards cybersecurity and business continuity, our various services are built to withstand the clever workarounds and techniques used by modern-day cybercriminals.

Dedicated Account Management and Strategic Guidance

We believe what sets us apart is the bespoke level of service we provide to each client on our roster. Upon being onboarded, decision makers are appointed a Virtual IT Director (VITD) who is charged with helping that business achieve its organisational targets and goals with an injection of productivity and continuity that can be achieved through adopting technological best practices and tools.

Each client is reviewed quarterly by their appointed VITD. The strategic guidance given in QBR meetings is built to focus on what can be done in the short term to get the business up to speed and look at the organisational targets through a long-term lens. This helps to identify what technology, changes in practice, and mindset the company as a collective needs to adopt to align with high-level standards.

Responsive and Human-Centric Support

One of our core values at Netitude is providing each customer and staff member with a 'Help First' approach. That's because our white glove service is centred around human-centric support, from our first-line service desk engineers to our on-field technical services team.

Our Managing Director, Adam Harling, hammers home the need to be empathetic in how we deliver our services and support. We understand how frustrating technology can be sometimes, especially when it starts to have a profound and potentially damaging impact on business operations. Therefore, we endeavour to adopt the same empathy when dealing with any of our customers, because they deserve the very best from an MSP striving to go above and beyond.

However, we also recognise that being purely empathetic and human-centric is not enough in the modern-day business world. Netitude customers expect fast responses and immediate solutions when a technological disaster strikes. That's what we do best.

Backed by decades of IT experience and a wealth of reputable industry accreditations, our engineers, whether operating remotely or on-site, can keep a cool head in stressful scenarios and collaborate to quickly devise solutions to business-critical scenarios.

Don't believe us? That's okay, our client comments speak for themselves:

"What initially struck us about Netitude was how professional they looked and sounded. The website was great, and we had several phone calls, which were really helpful. We thought we just needed someone to 'fix' things, but we have moved on further than I ever imagined. There was complete transparency from the outset and Netitude ticked all the boxes for us - I would absolutely recommend them."

Faith Parker

HR Director | B R Hodgson

Benefits of Offering a White Glove IT Service

We wouldn't be as keen to offer a white glove IT service if it didn't benefit our clients as much as it benefits ourselves. Here are just a few benefits of a white glove service:

• Improved customer experience and retention: Customer Experience, or CX as it's currently referred to, is an area that's vastly improved as a byproduct of a white glove service. Clients feel heard, and their needs are addressed, while their technological problems become a thing of the past. This is one of the reasons why we've had relationships with many of our clients for many years; we aim to give them a high-quality service they simply couldn't work without.
• Reduced downtime and smoother digital transformation: Downtime (a period of unplanned outages such as server crashes or network failures) can be disastrously damaging for businesses. Beaming, a Hastings-based Internet Service Provider (ISP), released a report in 2023 indicating that UK businesses lost over 50 million hours and £3.7 billion due to internet connectivity failures in 2023. Their findings state that this downtime equated to an annual average loss of 9 hours and £1,600 per business.
• Stronger trust, long-term relationships, and referrals: Customer trust and relationships can be compounded and nurtured over time, so clients have no reason to go elsewhere. Service satisfaction is so high on people's agenda that, according to recent findings from Qualtrics, a leading American software company focused on Experience Management (XM), 72% of customers are willing to pay more for a premium experience. In short, if businesses feel they're getting the special care and attention they need, not only are they more likely to stay for the long haul, but there's also an increased likelihood of them recommending your service to other companies in their space.

Looking for a White Glove Service? Partner with Netitude.

We've been in the Managed Service Providing business since the early 2000s, meaning we're set up to provide UK businesses with a white glove service, no matter what they do, from manufacturing to accounting. Backed by our bespoke, tailored offering and standardised service, we genuinely believe we provide our clients with a valuable partner that can help them achieve their business goals and reach organisational potential via the latest and greatest tools technology has to offer.

What's more, we'll be there to assist them every step of the way. Whether it's a routine server replacement, an ad hoc ticket for a device issue, or a tricky software update, our engineers are always on hand when it counts to ensure Netitude clients get the white glove treatment time and again.

Interested in pricing up how much a white glove MSP service could cost your business? It may not be as much as you think. Check out our pricing page, or book a meeting with Adam, Netitude Founder & Managing Director, to discuss next steps!