… don’t worry, you shouldn’t be.
There’s no good reason to stick with an IT company that isn’t meeting your needs, especially if it’s just that you’re worried about the process of changing from one to another.
You need the best IT services to thrive, as simple as that. From productivity to security, to communication, to innovative new ways to get work done – IT is at the heart of it all.
Here are the facts – properly chosen technology combined with true expertise can achieve real results for your company. Effectively supported hardware will help you streamline operations, and increase communication.
That’s why your IT support is so important – and so, it goes without saying that you shouldn’t be struggling with your IT. If you’re not getting what you need, then it’s time to make a change.
Why Should You Consider Changing IT Companies?
- You Can’t Get In Touch.
A key oversight in the IT support process is how you make a support request in the first place.
Does your IT company have a dedicated phone line for support requests? Or do you just get someone’s cellphone voicemail when you call?
Do they have an online ticketing portal? Live support chat? Even a dedicated email? Or are you just sending an email to a general address?
Communication is the foundation of the support process – if you can’t get in touch, then your problems won’t get fixed.
- You’re Paying For Short-Term Fixes.
Poorly maintained computers will often need quick fixes, handled by local repair shops for one-time fees. The problem is that while the hardware may work when you get it back from them, there’s no guarantee it’ll last for long. That means there’s no way of knowing how quickly you’ll have to go back to that same shop and pay for it to get fixed again.
- Your Customers Are Unhappy.
If you can’t work as quickly or as effectively as you should be, it’s only a matter of time before that affects your customers’ experience. And there’s nothing worse than having to face an angry customer and tell them that it’s because your computers aren’t working right.
That said, we often talk to businesses that put up with these types of problems for a long time before biting the bullet and making the change…
Why Are Some So Hesitant To Change IT Companies?
In a nutshell?
They assume it’ll be a difficult process that will take too much time, and too many obstacles to be worth it. After all, better the devil you know than the devil you don’t, right?
Wrong – as so many have found out, switching from one IT company to another is often a surprisingly smooth process. With the right preparation (following the steps below), you can mitigate any potential risks that come with transitioning – however, in our experience, IT companies on both sides of the process are often more than helpful.
Even those that are losing your business know how to exit the business relationship gracefully, without causing undue problems to you while they do.
How Should You Approach Changing IT Companies?
- Double Check Your Contract
Even if you aren’t considering changing companies, you should have this info on hand. There’s always a chance that you’ll find managed services, or that IT company, in particular, isn’t right for you.
That’s why it’s smart to know how the renewal/termination process will work ahead of time:
- Should the managed services contract terminate, does it require a monthly or annual renewal?
- Will you incur any penalties for ending your service before the expiration date?
- Keep An Inventory Of Your Info & Assets
To protect yourself against the rare, worst-case scenarios in which the changeover process doesn’t go smoothly, make sure to keep an independent record of your important info and data assets:
- Inventory of hardware
- Inventory of software licenses
- Data backup
- Ask The Right Questions
When it comes to finding a new IT company, make sure to ask them the right questions. That way, you won’t have to change again any time soon.
- What are your response times?
This should be relatively easy for them to answer – either they offer a guaranteed response time as detailed in a contract, or they should at least be able to provide some form of data to show how quickly they handle real-life examples of support calls.
Bonus if they have testimonials or case studies that show how they respond to their client’s needs, and what the results were.
- How does your support system work?
As a follow up to the previous question, you should find out how they receive, track, and follow-through on support requests.
Do they have an online ticket system? A support email address? A 24/7 Help Desk, via chat or phone? Get specific so that you can actually envision what you would go through to file a support request.
- What model of support do you offer?
When determining the quality of service, the big question is whether they are hourly or managed?
Hourly support service is the traditional style of outsourced IT services, which works by fixing your computers once they’re broken. In a nutshell, when something goes wrong — data loss, hardware failure, virus, etc. — you then get in touch with your computer repair company and have them fix it. The hourly model no longer works for businesses today.
Managed Services is the modern model for IT support, offering a range of vital solutions all for one monthly rate. With fully managed support, you know that you are supported and protected 24/7.
From active monitoring and patch management to responsive on-site and Help Desk support services, fully managed support takes care of everything you need.
- What are your response times?
You know you’ve found the right IT company when you’re confident that you can stop worrying about your technology altogether – when you call, they pick up the phone. When they fix a problem, it stays fixed.
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