5 Tell Tale Signs That It’s Time to Ditch Your IT Support Company

1. Unresolved IT issues building up

Backlogs of unresolved problems can quickly pile up. This may be the root cause of disquiet amongst the workforce. Firefighting and unhappy users dealing with the consequences of missed deadlines may be an incendiary combination.

Outsourcing IT Support to an MSP (managed service provider) with broad shoulders prevents small support teams from becoming swapped by backlogged issues. MSPs are more widely experienced and are fair better equipped to resolve problems more quickly and efficiently. They leverage remote monitoring and analytical tools to help them adopt a proactive approach to service delivery.

2. Failure to prioritise and/or respond in a timely fashion

If IT support issues are not attended to efficiently, correctly prioritised, and resolved in line with business dependencies, then IT support is in danger of being viewed as dysfunctional and unfit for purpose. Outsourcing IT Support to a reputable MSP enables SLAs to define the priorities, determine the response, and fix times. It contractually obligates the MSP to resolve problems to meet the needs of the firm. It’s difficult for a one-man band to deliver consistent response times, especially when they are juggling multiple issues. Moreover, your business could be further exposed when they are on holiday or off sick.

3. Outdated technology

Sales may be slower, turnover down and negative growth might seem an immovable object; there is a range of KPIs that might indicate the mediocre performance of a business. The cause? If you’re satisfied with your people, you might find yourself questioning whether your technology has fallen behind.

MSPs offer much more than IT support these days. A trusted IT partner will be able to assist the senior management team with IT strategy and forward planning. A Director of a small business wears many hats, so building a partnership with an MSP can deliver immense value.

4. Complacency and poor attention to detail

So many IT companies over promise and underdeliver. A huge amount of effort is invested in client acquisition, but in practice when the business is won you are in danger of being forgotten. Tolerating poor service levels is simply not good enough, especially when the stakes are so high. You should expect more.

5. Strategic planning for IT development is poor or non-existent

IT is continually evolving, and firms must be responsive and aware of the impact and implications for the ongoing and future use of technology within the business. Frequently, firms, where IT support is reactive and caught up in firefighting, are likely to have underdeveloped strategic IT plans.

MSPs offer so much more than repair-fix support and offer a portfolio of strategic partnerships that you can tap into. A dedicated account management function with regular review points is the key to developing strategy and roadmap.

For many businesses in which IT is not a core business activity, looking after the technology which supports the firm’s operations is an unwelcome distraction. Offloading this non-core function is one of the smartest things a small business can do.

FOS.net is trusted by hundreds of small businesses to provide better, more timely and effective support that makes for happier users, a more strategically empowered in-house IT function and a better performing business.

To see how we can help you, simply get in touch today.