Why does it matter?
When looking for a new IT support provider, businesses commonly ask:
- How large is the provider?
- Do they support the right product suite?
- Where do they have offices?
- What operating hours do they offer?
Perhaps the most important question you need to ask is, ‘how interested are they in my business?’ With many larger IT providers, once the sales process is over, your business can be just an account number with no one showing any real understanding or interest in your ongoing business.
For your IT provider to give you the support your business needs a close, honest relationship is essential. When your provider knows your business well, understands how you want to connect with your team and marketplace and how you want your business to grow they can offer guidance on the best way to manage your IT.
Building a relationship, not just an account
A provider who takes the time to listen and understand your point of view can be trusted to provide your business with the best IT support. Almost 50% of our client base have had itro manage their IT for five years or more, and almost 80% for more than three years.
Our focus on having long term relationships shapes how we interact with businesses and train our engineers. A long-term partnership established on years of consistently good advice and support is far more valuable to the smooth operation of your business than solutions sold on price alone.
Can you name any of your IT support team?
How do your calls for IT support get handled by your current provider? Can you speak to someone you know or are you often directed to whoever happens to be available and who follows an automated troubleshooting script?
With a dedicated support team you should be able to speak to the same group of engineers who are familiar with you and your IT systems. Our engineers are your support team and when you join itro you get introduced to everyone on the team. When you make a support call the person you talk to is accountable for fixing your IT issue. You can contact individual engineers at itro for support and our Customer Support Manager daily reviews the progress of all support calls .