While your current IT and software support partner does a decent enough job of keeping customers happy, you suspect that there’s another company out there who can do a better job. But, you might be wary of switching partners just in case it proves to be a bad decision and on your watch.
Here are the three most common mistakes to avoid when switching partners:
1, Opting for the cheapest alternative
Just like the cheapest car is unlikely to be the most reliable, the cheapest business and IT support provider is unlikely to offer your customers the most consistent experience.
You should be asking yourself why they are the cheapest – are they cutting corners somewhere? Perhaps they are unconcerned with who they hire or have outdated systems. Maybe they don’t offer a 24/7/365 service, follow the sun support or have limited in-house training on your products. All these things could hamper customer experience, resulting in them coming away from a support call with a negative impression of your organization.
It goes without saying that you want to switch to a cheaper partner. But look for value for money, rather than just the cheapest alternative.
At Tek Experts, we adhere to a ‘Follow the sun’ model, meaning your customers can rely on us for around-the-clock IT support. Our staff are also trained to be the best IT professionals they can be, so that they can deliver first-class tech support every time.
2, Overlooking contract management personnel
A close relationship with the support services provider is vital to ensure that you’re getting the level of service that you’re paying for and that KPIs are being met.
There needs to be people on both sides whose job it is to manage the contract and the relationship. As well as keeping things ticking over as they should be, they are both responsible for identifying areas of improvement, so that the line between outsourcing partner and a true business partner with an in-house helpdesk becomes increasingly blurred.
Tek Experts prides itself on its trusted long relationships with clients. We believe that trust is built on being proactive and our client services staff are constantly looking for ways to improve the service and provide more value for the client.
3, Not ensuring a say in training
As far as your customers are concerned, the support staff that work for your outsourcing partner are representing your company and your individual products. Therefore, it’s crucial that you have a say in how the staff are trained and the shape of the service your customers receive to how you want it to be.
Tek Experts trains all its support staff as if they were your employees. In other words, we make sure they know your products, your brand and your customers inside out. All this happens before they speak to a single customer, while on-the-job training ensures that their skills are updated as and when they need to be.
So, when weighing up your next partner for IT support, focus on the organization that is best set up to provide an excellent experience for your customers. Because what would your business be without them?