Quality IT support and technical backup for your business can mean the competitive edge you need to stay profitable and healthy. This is why, businesses that put emphasis on their IT and IT support, enjoy greater margins than those that don’t.
Quality of service
Your quality of service to your customers largely depends on the level of business continuity you can guarantee. Do you really want all your customer service team on the phone to irate customers, informing them that they don’t know when they’ll be able to place their orders online? With solid IT support that’s backed with a Service Level Agreement, you never have to be in that position.
Your Service Level Agreement (SLA) with your IT support provider should specify a time for getting you back up and running, pending any break in service. In the detail of your IT support contract you should be able to see what the contingency plan is in the event of loss of power or WIFI, with clear measures in place to keep the service to your customers running. In the event that service is severely interrupted and contingency fails, there should be a specified time for having service reinstated, even if it is with a temporary fix.
Security and compliance
Particularly if you hold data for your customers, you are acting outside compliance if you run unsupported systems, don’t have the correct cyber protection in place or don’t follow GDPR rules properly. Your IT support provider should be able to help you with all of this and take care of it for you, keeping a watchful eye on your systems and regularly reviewing status.
The ability to stay ahead
With IT support that robustly backs you in all technological aspects of your operation, you have the data to inform, and the means to innovate, your service delivery in order to stay ahead within your market.
The supply and demand of your operation can be examined, and it is proven that organisations that prioritise IT, are in a better position to make decisions about their future delivery. If you have the systems to show you the trend data of your customers’ behaviour, you have the key to your success.
Work with experts
Businesses that work with knowledgeable experts, and don’t try to be experts in all things themselves, are more successful. The value of collaboration is significant, not to mention the reassurance of knowing you have experts working to your best interests.
But not all IT support providers are created equally. At Cultrix, we have outstanding customer service levels. Our response times to our IT support clients are way above industry standards, with an average first response time to customers of six minutes, and an average reply time to customers of 24 minutes.
And at Cultrix, we pride ourselves on being available and accessible to our valued customers, so you’ll always speak direct to helpdesk, to a technician who cares wholeheartedly about getting your issue resolved as quickly as possible. And you’ll never, ever speak to a grumpy advisor, because that’s not good for your business.
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