Are you happy with the level of service you’re currently receiving from your IT provider?
Do you feel comfortable picking up the phone to ask for advice?
Thanks to restricted international travel due to the pandemic, experts in IT are in short supply right now - we simply can’t get enough of them in Australia to support the growing needs of businesses.
But that shouldn’t be an excuse for providers out there to lower their service levels. After all, every person and every business deserve support to ensure they’re working with end user and back-end infrastructure that’s secure and fit for purpose.
Yet we so often hear complaints about users having to wait too long for advice on product acquisitions, maintenance or security issues. And many IT managers say they’re not receiving the proactive support they need to mitigate the risks of system failures or even worse, a cyber-attack.
The biggest problem with all of this is that businesses are being forced to divert their resources and focus from their core activities. So not only are they paying for a service they’re not receiving – they’re losing opportunities to grow their business, serve their customers and increase revenue.
The solution is to start shopping around for a more responsive IT managed service provider that can promise (and deliver) reactive support, monitoring and proactive server/device management. It is fair to expect more from your IT service provider!
No bots: expect to talk to people who care
When you go about looking for a new IT provider, don’t be afraid to set out expectations for product and service delivery. Are you simply looking for your existing devices to be supported? Do you need a provider to proactively maintain, monitor and secure your critical IT infrastructure? Or are you ready for a comprehensive review, analysis and strategy for your IT environment going forward? Have you considered the need to bolster your cyber security?
Before you sign on the dotted line, ensure you’re engaging a company that is customer-focused, that’s investing in the continual development of their team and has strong relationships with highly credentialed vendors. Speak to their clients, and don’t be afraid to ask to meet the specialised engineers – while you’ll want one point of contact for your day-to-day IT-related questions, issues and updates, you want to know you can work comfortably with the engineers should the need arise.
At The Missing Link, you can expect more - we provide exceptional customer service. Our entire team is based in Australia and committed to providing clients personal, tailored service – no bots, just good old one-to-one advice. Our customer feedback speaks for itself – we consistently maintain a customer satisfaction score of over 97 out of 100!