How to Choose an IT Partner
Introduction
All SME companies these days require great IT support to be effective. Left unchecked things do go wrong and business owners need to assess how to deal with IT within their business in a cost effective way.
Pay attention to this content and you will learn our 7 steps to choosing the right IT Partner for you.
- Make the correct shortlist
- Make a list of key questions to ask potential suppliers including what answers to look for
- What the pro’s and con’s are of typical different IT support offerings
- Why cheap is not best and TCO of IT support explained
- How to ensure that you get what your business needs from your IT supplier
- How to get Free IT services that help you make key business decisions
- How to get maximum business advantage from your IT company
Make a Shortlist
Single Source Supplier
Since most SME businesses do not have extensive IT expertise they should look for a single source supplier for all hardware, software, service and support. If you have to deal with multiple suppliers you will have to decide which one is responsible if there is a problem, having a single supplier removes this significant issue. Probably overlooked by most people a stage that needs thinking about, how do you come up with your shortlist. Its not uncommon to take the path of least resistance and think of people you know or ask around for people. You need a plan this stage as much as any!
So what are the requirements for people to get on your shortlist and how do you find them?
Look for companies that meet the following requirements.
- Strongly recommended by friends (but do avoid using friends of your own).
- A relevant certification ie. Microsoft’s partner program or their Small business specialist qualification.
- Look for companies that belong to groups and organisations. It will be easier to investigate their history.
- Its worth looking for companies with a local presence, although its not vital.
- Ask anybody who has made your shortlist if they can recommend anybody else you can talk to.
How can you find companies for your shortlist.
- Search for them on the internet “IT Support in MY TOWN”. – Obvious!
Look at Yell.com - Use resources from providers such as Microsoft’s Pinpoint service
- Ask your networking contacts who they know that they can recommend.
Talk to Business Link or other trusted advisers and ask them to make recommendations.
I suggest talking to the 6 that look the best.
Facetime
Make your shortlist and then contact them requesting a face to face meeting.
Key Questions
Be Prepared
Once you are in the meeting you will normally be asked to explain what you currently do for IT support, why you are looking to change and what kind of service you are looking for, so be prepared for these questions.
Some Questions to Consider
You can download a copy of these questions here.
By the time you have the answers to these questions you will have a much better Idea of who you are dealing with and it will allow you to compare companies that you shortlist.
You can download a copy of these questions here.
Pros and Cons of Different Types of Service
Typically in the IT support industry you will be offered support in 4 different varieties.
1. Pay as you go support.
This is as it says you call up and then you pay for what you use. Typically you will have a lower priority than contract support clients of the IT Company. The service you get will be just as high however and with modern remote support technology you will get immediate support once you reach the top of the queue. Some IT support companies do not offer this level of service and they will only engage support clients.
2. Unlimited Telephone and Remote support
This is where you enter into a contract and you can call your support company as many times as you want and they will provide support typically by taking control of your PC or MAC or even you mobile phone!
You will typically get priority over pay as you go clients. Some of your costs will be fixed. You
will get support in the first instance at no extra cost which means you can call in without worry
before you get yourself in a big mess by trying a “self fix”. Some level of preventative monitoring will often be included.
3. Unlimited Support with on-site and preventative maintenance
This is where you enter into a contract and you can call your support company as many times as you want and they will provide support typically by taking control of your PC or MAC or even your mobile phone! They will also come on site on a regular basis to perform trouble shooting and preventative maintenance.
You will typically get priority over all other clients. Most of your costs will be fixed and in any case evened out over the year. You will get support at no extra cost which means you can call in without worry before you get yourself in a big mess by trying a “self fix”. Active preventative monitoring will often be included. You will typically get review meetings and IT advice included.
4. Pay for then draw down support
Most companies will allow you to buy blocks of hours that you can draw down when you need them. Typically you will have a lower priority than contract support clients of the IT Company. The service you get will be just as high however and with modern remote support technology you will get immediate support once you reach the top of the queue. Some IT support companies do not offer this level of service and they will only engage support clients.
Cheapest is not Always Best
It is no different to most things you purchase, you need to consider the total cost of your purchase over a period of time and if there are hidden costs. Another factor is that it can sometimes be difficult to establish if you are comparing like for like when choosing IT companies.
You need to consider the following:
- If you are paying for an hourly rate who will fix things quickest and fix them without having to come back time and time again.
- Solid business advice will save your company money, gaining correct businesses benefit from IT will give you a return on your investment with your IT supplier.
- Correctly configured and monitored systems fail less often, so you need to evaluate who will give you a solid configuration and a leading monitoring solution.
Does it Match Your Business Needs
Ask for a Demonstration
During the selection process you should ask for a demonstration of the proposed offering from each of the preferred suppliers. This gives you the opportunity to evaluate the system being proposed and the supplier.
Do you feel comfortable?
Invite the potential suppliers to visit your company. Do they understand your business needs and have experience of your industry? Do you feel comfortable dealing with them? Make sure they offer a regular strategy meeting so that you can discuss with them the needs of your business and what IT solution will meet those needs.
Free IT Services
Many companies will offer you a free trail. Ask which services you can trial, most you can. Be very clear that it is a time limited trial and ensure the “contract” automatically terminates at the end of the trial period.
Maximum Business Advantage
Many companies will offer you a free trail. Ask which services you can trial, most you can. Be very clear that it is a time limited trial and ensure the “contract” automatically terminates at the end of the trial period.
