We’ve spoken to hundreds of companies over the years who had come to the conclusion that their current IT support partners weren’t right for them.
There are a huge number of firms out there who promise the world and deliver next to nothing. Similarly, there are a lot of companies who claim bargain basement prices but sneak expensive hidden extras into their contracts.
At Biscuit, we do neither. We pride ourselves on our reputation for honesty, integrity, and straightforward, no-nonsense results. We’ve put together this blog post to help you decide whether you should switch providers.
Tell-tale signs you’re working with a company that’s not giving you the full story:
They aren’t up-front about the particulars
Is there a limit to the amount of IT support that’s included in your monthly contract? Is this clearly communicated before you sign up? Which hardware or services do they use?
Any good IT support partner should be prepared to tell you up-front where their expertise lies, and how they charge for their services. It should be clear from the start how much support you’re entitled to, and exactly what tools and services are covered by your agreement.
We hate nasty surprises, so we’re always clear about exactly what is covered in our contracts. No two of our contracts are the same. We build bespoke service offerings for all of our clients that cover absolutely everything they need and nothing they don’t. When you sign up with Biscuit, we make sure we’re all on the same page.
They only use one or a few vendors
Our only allegiance is to the best tool for the job. This means that we will never push you towards a particular solution because it’s more profitable or easier for us to work with.
Unfortunately, not all IT services providers can say the same. You may find your partner trying to force you into a solution that isn’t right for you. In many cases, this is because they’ve got a commercial relationship with a single vendor. This represents a huge conflict of interest; if a vendor is paying your partner to sell their product, how do you know you’re getting the best available solution?
We are not beholden to any vendors; we will only ever suggest a solution to meet your requirements once we’ve discussed what those requirements are.
A lack of data and measurable results
Any worthwhile IT support partner will provide you with regular, detailed reports that demonstrate the value of their services.
It’s simply not enough for them to say “we’ve improved your uptime” or “we resolve all issues as soon as possible”. Results must be quantifiable; by how much have they improved your uptime? How quick is the average resolution time? An inability to provide detailed objective results of their work is a sure sign that your partner isn’t pulling their weight.
Informed statistical analysis is at the heart of what our proactive support service has to offer. While we do, of course, improve your uptime, resolve all issues quickly and put a stop to recurring problems, we also give you the exact numbers.
This allows us to demonstrate a clear return on your investment, making it easier for you decide to continue your service.
What does your gut tell you?
There’s an old adage among aviation pioneers that says “If it looks right, it flies right.” The same applies in technology, and especially business. There are a dozen or more variations of the same theme; the point is that you should never discount your instinct. We’ve learned the hard way that if something doesn’t feel right it probably isn’t.
You don’t need to know anything about technology to know when a supplier is being evasive or hasn’t told you the whole story. Are they charging you too much, or perhaps too little? This could be all the reason you need to start looking into your partnership to find out if it is still right for you.
So when is the right time to switch? Well, in the interests of stability in your business, it’s always best to give your current provider the opportunity to address your concerns.
If you’ve tried resolving these problems and your partner is either refusing to take responsibility or make any efforts to improve, it’s time to make the move.
Biscuit provides services in every major sector in IT, from cyber security to remote working solutions and of course proactive IT support. Our services are tailored to each of our clients’ unique circumstances, so whether you’re looking for occasional assistance with your small office network, or you need a proactive partner to take on responsibility for your global suite of technology, we’re here for you.
Give the team a call on 01924 241 281 to start the ball rolling.