Your IT Provider: Technology Partner or Just Another Vendor?

IT support is a necessity because you simply need your network and workstations to remain faithfully up and running in order to do business. Naturally, that is a given, but if that’s all you believe you need from IT, you are missing out on the premier benefits of having a true ‘Technology Partner’ relationship with your IT provider.

What’s the Difference?

They are worlds apart. The difference between a Top-Notch Managed Services Provider (MSP) and an hourly rate IT or ‘Break/Fix’ guy is usually like night and day. It’s akin to the difference between eating at The Four Seasons and eating at McDonalds, although it surprises many administrators that the costs are much closer than those of a Five Star restaurant versus a burger joint.

“How can that be?”

It’s simple when you examine the core methodologies of both. The key phrase is ‘hourly rate.’ The longer a low-quality IT guy thrashes about your network trying to patch things up (we call it ‘Band Aid’ repair), the more hours they bill you for, and the more downtime you experience.

First, you ask why it’s taking so long, and after a ‘Geek Speak’ explanation of jargon and gibberish, you still have no idea what’s going on. The nickel/dime IT guy always operates in a state of emergency - to you, but not necessarily for him – he gets paid by the hour, so he’s good. More hours, more money.

On the flip side, an MSP that sets a monthly fee based primarily on the number of devices they service, makes its money by providing proactive, ongoing forecasting and maintenance that keeps most of these problems from happening. That, in turn, means that they spend much less time keeping your network humming along.

This saves them money and it saves you money: Win/Win. While they typically work quickly, they do not operate in a state of emergency, although unexpected things like power outages (and worse external disasters) at your office can and do happen. The less time they spend on you, the less downtime you experience (if any): another Win/Win.

Do you feel that you are a valued customer?

When you call for service, do you get a live person, or do you have to leave a message with an answering service? How long before somebody gets back to you? Does that returned call put the fix in motion, or is it just a place-holder (so that they can put a mark on their own internal board that contact was returned) until someone qualified to solve your issues can attend to you?

When their technicians are onsite, what kind of attitude do they present to your employees – bearing in mind that as the boss, you probably get more civil treatment? Do they brush off your workers’ questions and concerns with an “I’m the expert, not you” arrogance? We have taken over the IT duties from end users who’ve said they spend too much time trying to fix things themselves – just so they don’t have to see a surly technician.

Does this make you feel that you matter to them?

Do they seek out your input to improve their service?

This doesn’t mean an automatic email survey – just like garden-variety IT providers, those are a Dime a Dozen. Do they ‘go deep’ with you to better understand if there are any ways that the quality of their service affects your business or your employees negatively? Most Nickel/Dime IT guys don’t want to hear it – just keep those checks coming.

A capable and confident Top-Notch IT services firm will always want to know if there is even a hint of an iota of ‘bad news.’ At ITFIRM.COM, we have fundamental Policies and Procedures in place that typically inform our work for any client, which are slightly altered depending on a specific client’s needs – the way they work, when their own internal deadlines are due – in effect, when must our work not come at cross-purposes with their routine. In effect, each client has its own version of ‘Best Practices.’

Without asking for too much of our clients’ time, we specifically ask for feedback, and hold ‘State of the System’ meetings to toss about any methods we can employ to improve our service. If not for our clients and their happiness, there would be no ITFIRM.COM.

Are you a client or a customer?

They are similar, but not synonymous. A customer buys something from somebody, maybe more than once, but a client relies on the fiduciary responsibility that defines the nature of an ongoing relationship. We have both chosen to take this journey together, so let’s make ourselves comfortable with each other and make the ride as enjoyable as possible.

Does your IT services provider truly act as your Virtual CIO (Chief Information Officer)? If so, they will be on the lookout for ways technology can help improve your business and bottom line in areas not necessarily relegated to IT matters.

Have you found a technology that you think will improve your business or workflow and want to discuss this with your IT provider, are they available to brainstorm with you? Will they bill you for the time they spend talking with you?

The low-level IT Guys may talk with you but will typically have no valuable input. Their attitude is “Just do what you’re going to do, and we’ll fix whatever breaks after you do it.” How helpful is that?

On the other hand, a Top-Notch Managed Services Provider like ITFIRM.COM wants to discuss these things with you, with no added charge. What helps your business helps our business and vice versa. That is the earmark of having a relationship with a Technology Partner.

Do You Feel Tolerated or Pampered?

ITFIRM.COM continuously strives to help your business in the ‘big picture’ way, not just with prompt ‘fixes.’ Our CEO is a business owner just like you and understands a lot more about people and business than just how to keep your network running seamlessly and operating at peak level. All of us here are real people, with real lives, and we enjoy relating to our clients as real people, not just ‘fixit tickets’ that come in.

Let’s face it: nobody is happy when they have to call IT, because it means something is wrong, but we strive to take the sting out of it by making it quick and easy. Our clients know that when they call, they are going to receive expert care from our friendly, empathetic staff. It is in both of our best interests to resolve any issue our clients have quickly, efficiently, and with a smile you can see in your office or even ‘hear’ over the phone.

We do the extra step to make our customers feel pampered for two main reasons:
1) We get to know our clients and care about them.
2) We know that comfortable, happy clients are as loyal to us as we are to them.