Is your IT Support provider reactive or pro-active with their support? We know from working with other businesses that they not only struggle to find a reliable IT Company but one that is proactive in their approach. With so many technology companies out there, it’s difficult to know which one will go above and beyond for their customers, giving them proactive tech recommendations. In this blog, we will be talking about the benefits of getting proactive tech recommendations – but before we delve into that, let’s look at the benefits of a Proactive IT Support solution.
According to a recent study of IT decision-makers by Forrester Research, IT support is reactive rather than proactive. In over one-third of cases (35%), IT support learns about issues when end-users contact the service desk and open a ticket. This is obviously not proactive IT support; however, you might be thinking – how do you know about issues before they happen? Well, when your company aim is to help our customers reduce risk, improve productivity, efficiency and save costs – you invest in tools and teams that alert you of issues and unusual behavior before it spirals out of control, so you can swoop in and fix any issues before the customer even knows they are happening.
What are the benefits of Proactive Tech Support?
- Early problem detection
- Avoid expensive breakdowns
- Constant system monitoring
- Automatic response to an issue
- Make better decisions
It’s a no brainer! Proactive monitoring is included in both our full and cloud support plans which means you don’t need to worry about additional charges. All for a fixed monthly fee. Click here to watch our video for more information on our service.
Ok, so back to proactive tech recommendations.
What does a typical Account Management meeting involve?
We hold account management calls and meetings as regularly as the customer agrees they are needed – this may be a monthly meeting and one big quarterly meeting. This is where Account Managers will discuss with their customers any customer service queries, what they’re looking for in the next few months and their pain. Most business owners don’t have the time to research and test the latest products and that how we can help with our proactive tech recommendations. We work out on how we can solve these issues long term, not just continue with temporary fixes, without you having to do all the work for it. A typical account management meeting will involve:
- Service reports
- Ongoing projects
- Handle customer service queries
- Look at the company’s 3-year cloud road map
- Update current technology
You don’t have time for research – we will do it for you.
Our business developers have gone to meetings and have seen across the board that companies are not getting enough proactive tech recommendations which can be frustrating. They all want to know what the latest trends and technology are so they can wisely invest in the best ones. It can be so overwhelming with so many technologies out there to know what would be best suited to their business. We are here to give you good technology advice on what application can solve your business pain. We not only give recommendations for Microsoft products but third-party applications too.
Recently, a Technical Account Manager had a meeting with a Director where he said he’d found out about Microsoft 365 after watching an advert on TV. He was wondering why his provider did not tell him about this! As you can tell from this story, this prospect was now on the lookout for a provider who gives proactive tech recommendations that can help the efficiency and productivity of his business.
Proactive Tech Recommendations for Productivity & Collaboration Case Study
Are you using any clever technology to allow your users to collaborate? If it involves sending emails back and forth, this not only takes up mailbox storage but also slows down communication. A lot of organisations have remote or ‘on the go’ users who struggle to keep up the communication and often use their personal WhatsApp to communicate – which is not very reliable from a security perspective.
Let’s look at an example where we recently helped a customer who was struggling with communication within their business, by making proactive tech recommendations. They had 6 remote users and communication was a huge problem for them. We recommended Microsoft Teams which enables their users to video call and chat and work on files together. This means they can get the job done regardless where users are based. A few months later, they have really adopted the technology and it’s made significant improvements to their productivity. This would still have been an issue if our service didn’t give them an Account Managers, whose always on hand to make recommendations based on business pain.
Knowledge is Key to Good Proactive Support
Our Account Managers regularly go out on training and learn about the latest trends and products before they are released to the public. They’re even on schemes where they get released first, giving them time to use the technology themselves. They’re also constantly in contact with our technical team who report back on the cases and calls they’ve been taking. This way they can see how many times a technical issue is occurring and can understand that there may be a bigger issue at hand. Often, we’ll send a field engineer to your site so they can check why you are having the same issues repeatedly, so we can recommend the best solution to stop this happening moving forward.
Hopefully this blog demonstrates how proactive our service truly is! If you’re interested in our IT Support service and more especially proactive support. Please fill out the form below, and we will get back to you.