We work a lot with other IT/Tech Services vendors and have found that as long as we have open lines of communication when things go wrong (and let's be honest, they do!), it is far easier to resolve because you have made the time to build the relationship, it of courses works both ways and it is important to work with outsourced IT Vendors that share your values and put equal effort to build the relationship, that's where trust comes from.

At Techno Tackle, we faced similar challenges when our offshore team worked tirelessly while our onshore staff moved at a different pace. We found a real solution: establishing a clear frequency of communication. Daily updates on planned tasks, along with end-of-day status reports (completed, in progress, or yet to start—with transparent reasons), became our norm. We scheduled daily stand-up calls at the same time, ensuring participation and setting a clear agenda. This allowed clients to easily track our progress. We also updated everything in our group, and if issues arose, we took calls to resolve them. Weekly discussions on task statuses kept everyone aligned and accountable, transforming obstacles into a seamless collaboration.

I faced a similar challenge where the vendor consistently missed targets. We held a review meeting to pinpoint the underlying issues, such as unclear expectations and resource limitations. After identifying the problem, we redefined performance targets and provided additional training, which improved performance by 30%. Regular follow-up meetings and performance tracking ensured accountability.

1. Set clear performance metrics in an SLA. 2. Hold regular performance reviews. 3. Keep communication open and transparent. 4. Use escalation processes for persistent issues. 5. Encourage innovation and flexibility. 6. Reward good performance. 7. Regularly assess long-term fit