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Take Ctrl: How to Demand the Tech Support You Deserve

Take CTRL: How to Demand the Tech Support You Deserve In this insider’s guide, you’ll learn 8 tactics to take control of your IT situation, cut tech support costs, increase staff efficiency, ease budgeting and accounting, and help your company grow.

TheHelpDeskCompany focuses on providing small businesses with the premium support they deserve, specializing in on-site and remote small business tech support and network management and planning.

The HelpDesk offers an innovative way for Richmond’s small businesses to manage their networks—through three different IT partnership plans, for smart business and premium service tailored to your individual business’s needs.

To find out more about TheHelpDeskCompany, visit www.TheHelpDeskCompany.com or call (804) 282-2282.

1 Break Out of the Break-Fix Cycle What is Break-Fix Service?

Break-Fix Service is just what it sounds like. Your computer breaks. You pay someone to come fix it. It breaks again. You pay them again. And so on.

Remind you of the service you’re getting?

The Problem Rather than addressing the real issue (why your computer keeps breaking) you can often end up paying your break-fix support company hundreds or thousands of dollars to keep fixing the same thing. That’s just not smart business.

Plus, the problem may be easily correctible by remote access support— did you know that about 80% of your IT support needs can be addressed without an expensive on-site visit? Remote support allows the engineer to troubleshoot your problem from his or her own computer, for more efficient fixes to cut costs and decrease down-time. Just imagine: you’d get support in hours, or even minutes, rather than waiting days for someone to show up.

Most break-fix companies do not offer this service.

The Solution Don’t just look for a repair service. Look for an IT partner you can trust, who is willing to plan ahead, and offer you a commitment to care for your entire network. Through proactive maintenance and efficient use of remote access monitoring systems, you can save thousands of dollars by catching bugs and network weaknesses before they cause a big problem.

Get your IT problems fixed right, by an expert who cares about your business, not just your computers.

2 Figure Out What Block Hours Really Cost Your Company Don’t I Save Money by Buying “Block Hours” in Bulk?

Not likely. Block hours are hard to keep track of, they can lead to a slew of accounting nightmares, and sometimes they’re not even priced cheaper than regular hours of service.

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It’s difficult to manage your budget, and your cash flow, with the large upfront block cost—plus, once they use up one block of hours, many businesses buy another block without considering whether the large purchase is cost-effective.

There’s no guarantee that block hours will be priced less than single support hours.

Because billing minimums (the time increments billed to your company) are often set very high with a block plan, and because it’s so easy to forget how much time you’re using when you have a large chunk, companies often burn through their blocks very rapidly, only to buy another one without considering the cost, leading to lots of wasted money.

It’s difficult to keep track of hours for accounting purposes, especially for companies with multiple locations or separate books for different departments.

Employees often have to get permission first to use block hours, which reduces productivity for them, and for management. Because of this, employees who have to get permission to use hours will often ignore small problems, which could be symptoms of a larger problem... and lead to a system failure that could have been prevented.

Alternately, employees who directly consume block hours often use them more than necessary since they are “already paid for.”

No ongoing care—a block hour contract still does nothing to address the break-fix cycle.

Block hours mean unpredictable budgeting, difficult accounting, and lost productivity. Plus they don’t guarantee that you’ll save money or that you’ll receive premium network care and planning.

The best way to deal with block hours is not to buy them. But if you insist, make sure you do your homework to get the best deal.

3 Let Your Employees Do Their Real Jobs You Didn’t Hire Them for IT Support You’ve probably seen it before. One or two of your employees is “good with computers.” So when someone in the office has a tech problem, you don’t call an IT support company. You turn to the office computer whiz.

At first it might just be little things, but after a while, they’re spending a good portion of their workday helping other employees with computer problems.

Plus, since they’re not an expert, often they end up doing more harm than good, or wasting a lot of time on something that an expert could fix quickly and easily, instead of doing the job you hired them for. That could end up costing you more money in lost productivity than it would have cost to call a support company in the first place.

Find an IT partner you can trust and let them take care of your network. That way your employees can easily call tech support as soon as something comes up, and then get back to their real jobs. And you’ll know your network is in the right hands.

4 What Large IT Companies Really Think of Small Businesses Cha-ching.

Large, revenue-driven IT companies don’t want your business. They’d rather work with large, higher-dollar contracts, or on a single-project basis, than build relationships with smaller companies.

Large IT companies are more worried about their internal cost management than they are with providing you the best support for your system. When you have a support need, they send whoever’s “on the bench” at the time, not the person best skilled for your issue or most familiar with your network. And they don’t offer the level of personal attention that you can find with smaller, service-based companies.

If you want personal attention and familiar, predictable service for your business, choose a company focused on developing your business, not just on their own financial growth.

5 Get Your IT Infrastructure on Track You can’t pour 10 cups of coffee from a 4 cup pot.

When your company experiences growth, your IT infrastructure needs to grow with it. For example, if your system platform is only designed to accommodate five computers, it won’t be able to accommodate more when your company undergoes significant growth.

Company growth without IT infrastructure growth leads to frequent system failure, lost productivity, and increased technology support expenses.

Consider your IT infrastructure. Do you experience frequent system crashes?

Do your employees have to take turns to use specific applications? If yes, then the good news is that your business is growing. The bad news is that you probably don’t have the right capabilities to support your business growth – and that can cost you significant money.

If you think your network might not be the right size, and your tech support company hasn’t talked to you about making a change, then chances are, they’re probably more interested on making money when your system fails, than in making sure you have the best tools for your business.

A good IT partner will discuss the best way to approach IT infrastructure growth with you, create a plan with your business’s performance goals and expectations in mind, and help you implement the changes.

6 Beat the Entrepreneur Syndrome The first step is admitting you have a problem.

Many entrepreneurs try to do everything themselves, from fixing the plumbing to doing the company accounting to providing their own IT support.

Becoming a successful entrepreneur is realizing that there are some things you should just leave to the experts.

Tech support is one of those things. Finding true professional support will elevate your business beyond getting caught up in your own limitations, plus it will save time, money, and probably a few headaches.

7 Friends Don’t Make a Good Tech Support Team Neither does your nephew or neighbor.

It seems like a good idea. Let your friend who works with computers take care of your IT support when you need it. They’ll do it as a favor, so you won’t have to pay much, if anything. And they’re a friend, so you know they’ll do a good job.

Unfortunately, it usually doesn’t work that way. Most of the time they’re too busy with paying work to pay attention to yours. That leads to lost time, productivity, and money, while you’re waiting for your friend to get to your problem. Plus, they might not be up to speed on the latest technology appropriate to your business, or have the training to handle all of your needs.

For top level service and attention, choose a certified expert in the field.

You’ll end up with skilled engineers who can manage your IT needs promptly and carefully. And you’ll stay on good terms with your friends.

8 Don’t Settle for Dissatisfaction Your IT company should go above and beyond.

Much of the dissatisfaction business owners have with tech support companies often comes from not knowing the options you have.

It’s important to shop around for the support team that’s right for your business. There are IT companies specializing in certain industries, business sizes, and even the brand of computers you have. Some IT companies will handle other technology in your office like printers or telephones. Some will even design your entire network, tailored to your organization.

Every business has different needs. The IT company that is the best fit for you will work with you, try to find ways to save you money, and only make recommendations with your business’s best interests in mind.

If you’re looking for a true IT partner, who will work with you to plan for the complete care and management of your network while also providing premium, ongoing tech support, TheHelpDeskCompany might be the right choice for you.

With three simple plans for a premium IT partnership, the HelpDesk works with you to find the best IT support package to fit your individual business’s needs while responding to the demands and requirements of your industry.

Move your business forward with dedicated care and support, plus committed IT planning and management. Call TheHelpDeskCompany today at (804) 282-2282.

2701 Emerywood Pkwy, Suite 100 Richmond, Virginia 23294 Phone Fax Email Web

(804) 282-2282 (804) 282-3692 Info@TheHelpDeskCompany.com www.TheHelpDeskCompany.com

Copyright Š 2006 by The HelpDesk Company All rights reserved, including the right to reproduce this guide or portions thereof in any form whatsoever.