Over the last 20-30 years, digital technology has become fundamental to how we run our businesses. From keeping in contact with clients and partners, to the enterprise software systems that support vital business processes, modern businesses demand capable and reliable IT systems that support strategic goals.
In the UK, over a third of businesses outsource IT support and management, making it one of the most heavily-outsourced business functions. The practice carries numerous benefits compared with operating an in-house IT department, such as the ability to access a broad range of technical skills without having to assemble a large team, and 24/7 support that would be cost-prohibitive to set up internally. Yet, for some, the IT outsourcing experience proves far from favourable.
Some businesses experience penny-pinching IT providers who nickel-and-dime for every phone call or support request. Others languish at the hands of disinterest providers who fail to deliver effective proactive maintenance and struggle to help them innovate. To ensure your business doesn’t suffer the same fate it’s important to invest time and energy in the selection process, but what should you consider to ensure you make the right choice?
Here at Blucando, we’ve been helping SMEs across London and the south-east thrive through technology. We offer a broad range of managed IT services characterised by proactivity and a keen focus on the finer details, so that our clients can enjoy reliable IT that’s attuned to the needs of their businesses. We know how damaging and frustrating poor IT support can be, and we want to help businesses avoid the pitfalls of poor providers. To help you make an informed choice when choosing your next IT support provider, here are 5 important factors to consider.
Do they have experience in your industry?
If your business operates in a highly regulated field such a finance or healthcare, then you’ll want to find a provider with a track record of experience in your industry. That way, they’ll be more accustomed to the specific challenges and regulatory demands you face, and be better able to mould solutions around your requirements without constant guidance. They’ll be better placed to manage and support any niche, industry-specific software you use, and their prior experience will give them insights into the commercial environment you operate within. If your support needs are less intensive, then a lack of industry experience shouldn’t necessarily be a deal-breaker, but it’s definitely a factor worthy of consideration.
How are their services priced?
IT providers operate using a range of pricing structures, and it’s important to decide which system is optimal for your businesses before committing. The two main pricing mechanisms are pay-as-you-go and subscription pricing.
Each option requires little explanation. Pay-as-you-go pricing typically sees charges applied only when support is sought, or a specific service is requested. This model may seem to be cost-effective, however you’ll be charged a much higher hourly support rate when things do go wrong, and service standards can be highly variable; as you might expect, IT providers will tend to put the needs of their subscription customers first. If your support needs are minimal and you handle much of your IT internally to a high standard, then pay-as-you-go can be an enticing, low-commitment option. Otherwise, we’d advise you to steer clear and opt for the more predictable and dependable subscription offerings.
Subscription-based pricing typically sees a range of managed services available to you and often offered on an ‘unlimited’ basis for a pre-agreed monthly fee. While this option does entail contractual commitments, you’ll be able to relax in the knowledge that your business’s IT system is being properly maintained and supported. Plus, should an incident arise, accessing support won’t see you run up costly bills, and you’re more likely to get prompt technical support with a greater focus on customer service.
While subscription pricing typically offers better value in the long run, make sure you examine the small print to determine exactly what service elements are included in the price and pay close attention to fair usage clauses or outright exclusions, as some providers use restrictive contracts as a way of introducing additional charges.
Do they offer tailored services and solutions?
In an age when business success and effective IT are so heavily intertwined, it’s vital to have an IT partner who’ll help you develop custom solutions and show willingness to mould their service offering around the quirks of your business.
If you only require specific support services to supplement your internal IT team, then question their willingness to offer this. Most IT providers are willing to tailor their support contracts, but this isn’t universal. Avoid providers that demand you pay for service elements you don’t need. Terms like ‘co-management’ indicate a provider that’s willing to work in a supporting role rather than as an outsourced IT department.
Similarly, look for evidence of flexibility when it comes to the solutions on offer. You want an IT partner who’ll align your technology with your business goals, so look for phrases like ‘strategic guidance,’ which indicate a propensity for tailored, business-focussed solutions. While IT projects don’t fall under the scope of a typical support contract, you want a provider who’ll offer guidance on your IT and help you steer it towards more favourable outcomes over time.
How seriously do they take data security?
Today’s vicious cyber threat landscape requires a proactive, vigilant approach to data security that leaves nothing to chance. Look for a provider that offers a range of managed data security services alongside, or as part of their IT support offering, including the likes of endpoint malware detection and response, firewalls, email protection tools and backup solutions. Seek evidence that they take their own internal security seriously, with accreditations like Cyber Essentials a reliable indicator of a commitment to data security best practice.
Lastly, you might want to consider a provider that explicitly offers compliance and audit services to ensure that your IT infrastructure and compliance objectives closely align. Particularly useful if your business is subject to strictly regulatory controls, this will help to ensure your data is being processed and stored in accordance with your legal obligations.
Are they willing to commit to a high-quality service?
It’s important to find an IT provider that’s willing to commit to a standard of service that delivers real value to your business.
Many IT companies set out a list of expected service standards, covering things like easy-to-reach response times and resolution times but they often don’t commit to measuring quality through targeted customer satisfaction or feedback ratings.
There are numerous ways to get a sense of the quality of service on offer. Reviewing testimonials and seeking references from past clients can be a helpful way to judge service quality, especially if you can source them from businesses similar in nature and scale to yours. Online reviews can also prove useful, although bad faith reviews from anonymous sources do exist, so tread carefully.
Finally, while thorough due diligence will help avoid an outcome that harms your business, you can never be totally certain of the quality of a service until you’re experiencing it first-hand. Should a provider fail to deliver on their basic promises or simply feel like a poor fit for your business, it’s important that you’re able to exit the agreement voluntarily. Avoid providers that want to tie you into lengthy 2/3/4 year contracts, especially if limited scope for termination is provided. The best providers often offer short contract terms or rolling monthly contracts, as they’re confident that their clients will want to stick around for the long-haul.
Conclusion
With so much to consider, and so many options to choose from, selecting the right IT provider can be a daunting task. By doing your research and conduction a thorough review of your options you’ll stand a greater chance of finding a dynamic, committed provider who’ll put your business first. Hopefully this list has been helping in outlining some of the key considerations to make when choosing your next IT support partner.
We are Blucando, the Southeast’s Premier IT Support Provider
From our base in Farnborough, Hampshire; we are a full-suite IT provider offering technology support, management and consultancy to businesses across Surrey, Hampshire, London and the wider southeast region. We pride ourselves on delivering robust, dependable IT systems our clients can rely on, coupled with strategic guidance that helps unlock business potential through technology. Get in touch today to find out how Blucando could help level up your business through technology.
