For most small and medium-sized enterprises (SMEs), acquiring the right technology is vital for future growth. Many businesses turn to us when they’ve outgrown their current technology partner and need a more thorough and documented strategy to sustain their expansion.
You might have an in-house IT specialist or be on a block-hour or pay-as-you-go contract with your current provider. It could be time to reevaluate your support system if you face ongoing issues despite your efforts. Below, I’ll highlight some potential pitfalls related to these types of contracts.
In-House IT Support
Relying solely on a single in-house IT employee can be problematic due to a lack of scalability. As your business grows, you may need more support than one person can. Additionally, you might require a level of expertise beyond what they have. The decisions you make regarding your IT infrastructure now are crucial for your business’s future success. Making wise choices at this stage can lay the groundwork for growth instead of hindrance.
Block-Hour Contracts
Block-hour contracts often result in gaps in coverage, leading to unexpected costs, such as unplanned site visits that weren’t outlined in the contract. Under this arrangement, your IT support partner may have little incentive to reduce your ticket count, as each ticket translates into more revenue for them. This can lead to a lack of focus on proactive problem-solving. You might find yourself in a cycle of putting temporary solutions in place (like applying plaster to a bullet hole) without addressing the root cause of ongoing issues. A proactive Account Manager would advise against this approach.
The Role of a Proactive Account Manager
A proactive account manager is essential for businesses using IT services or managing their relationships with IT providers. This individual should be responsive, knowledgeable, and proactive in identifying and solving issues.
A good account manager can quickly spot problems and new requirements, offering timely solutions and expert advice. They should also monitor ticket trends—analyzing what issues arise, when, and who is raising them. This information is vital for tackling problems before they escalate and improving overall productivity.
Additional support or training may be necessary to address specific challenges, such as staff training on a particular application. Sometimes, recommending new equipment or upgrades can help solve persistent problems.
In our experience, having a dedicated account manager who understands your business fosters effective proactive IT management. When you choose IT Department as your IT provider, you can expect regular communication and support from your account manager.
Supporting Your Growth
At IT Department, we proactively reduce client ticket counts by addressing recurring issues. Our goal is to minimize your problems and provide the best solutions.
A good IT support service should maintain a strong relationship with an account manager who understands your business and helps you achieve your goals. Additionally, it should ensure that your users can quickly access the support they need.
When team members encounter an IT issue, they shouldn’t have to navigate an automated system that leaves them waiting for help. That’s why when you call IT Department, you’ll reach one of our dedicated team members, ready to assist you promptly.
How We Stand Out
Our unwavering confidence in our responsive and proactive support service sets us apart. This approach will ensure that your systems operate efficiently, reassuring your users about the technology they use. To make it easier, we offer a fixed price for our services, giving you unlimited access to support without worrying about extra costs.
