By Doug Green
“Many companies don’t even realize they’re out of compliance until someone takes a close look at how customer interactions are actually being handled,” said Todd Chisholm, president of IFT Solutions.
In a recent Technology Reseller News podcast, I spoke with Todd Chisholm, president of IFT Solutions, about the company’s new IFT Fortitude program and why MSPs have an opportunity to bring compliance-focused customer service assessments to business clients in regulated industries.
IFT Solutions operates as a business process outsourcing company, providing services that range from customer service and collections to front-end sales support. The company also brings a consulting practice to the table, helping organizations assess whether their customer-facing operations, whether handled internally or outsourced, are meeting compliance expectations in an increasingly complex regulatory environment.
That consulting expertise is now being packaged into IFT Fortitude, a program designed to let MSPs offer a white-labeled compliance assessment to their end-user customers. The goal is to help businesses determine whether their in-house or outsourced customer service teams are adhering to data privacy and other regulatory requirements.
The timing makes sense. MSPs are increasingly serving customers in verticals where compliance is not optional, yet many of those customers may not realize how exposed they are. A company might have solid intentions and good people in place, but still fall short because processes have evolved unevenly, vendors have changed, or customer interactions are not being reviewed through a compliance lens. In many cases, risk builds quietly in day-to-day operations until an audit, complaint, or incident reveals the gap.
Chisholm explained that this is where the MSP can provide more than technology support. By working with IFT, partners can bring a practical assessment service into customer accounts and help identify weaknesses before they become business problems. That creates a new advisory conversation for the MSP while addressing a real operational need for the customer.
The Fortitude program is especially relevant in markets where customer communications are tightly tied to privacy, documentation, and process controls. Financial services is an obvious fit, but the broader opportunity extends to any organization handling sensitive customer information or operating in a regulated environment. Healthcare, insurance, and other service-intensive verticals are also likely candidates.
For partners, the program offers a way to add value without having to build a compliance practice from scratch. IFT provides the assessment framework and expertise, while the MSP can position the service under its own brand and bring it to existing customers as part of a broader trusted advisor relationship.
The larger message from the conversation is that compliance is becoming a business operations issue as much as a legal or technical one. Customer service processes, scripts, escalation paths, and outsourced workflows all matter. MSPs that help customers see that more clearly may find a strong opening for new services and deeper client engagement.
For channel partners looking to expand beyond traditional IT support, IFT Fortitude points to a useful direction: practical, white-labeled services that help customers reduce risk while strengthening the MSP’s role in the account.
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