Top 10 Reasons Businesses Are Unhappy With Their Current IT Provider

We don’t see any business results or a return on our investment:  You need to be able to see immediately exactly how hard your IT partner is working for you, and what benefit that work is bringing to your business.

Poor communication:  This can cover a whole range of issues… from taking too long for them to acknowledge problems… to them not telling you when updates are taking place… or not getting back to you when they say they will.

They don’t take data security seriously:  There are some IT support providers – whose job is to keep your data safe and secure – that don’t do the same thing within their own business. They don’t make it a priority to keep themselves educated on the latest scams and threats. They can’t keep you fully protected and they won’t go out of their way to ensure every part of your data is as safe as it can be. Or that your software is 100% up to date all the time.

They don’t go beyond the terms of our contract:  “We don’t cover that” suggests a real lack of concern for your business, and that’s not how a partner should behaves. You need an IT support partner who will take your goals as their own and do as much as they can to help you reach them.

They take too long to resolve issues: Some problems can’t always be fixed immediately. Now and then issues take a while to get to the bottom of.  Other problems are rare and may take a little more diagnostic work.  But in these situations, good communication is key.  It might take you a while to see a resolution, but if your IT support partner is keeping you updated at each step, you’re confident it’s in hand.  Whereas if your support request is still waiting for a response three days later… you’ve got a problem.

They don’t take responsibility or ownership of problems:  When you take on an IT support partner, it’s vital that both businesses take responsibility for their side of the agreement. Failing to do so causes a huge lack of trust. And means the relationship is going nowhere.

They confuse us with technical jargon:  The hallmark of a good IT support partner is that they take this complication and make it look easy. Better still, they make it sound easy. They explain things to you without sounding like they’re speaking a foreign language.

We don’t feel we’re learning anything about our IT systems:  You are not expecting your IT support partner to teach you their job. You don’t need to be an expert in IT – that’s what you’re paying someone else for. However, there should be a certain element of learning when you partner with an IT company. It’s  important that your IT support partner explains what they’re doing. You want to have a basic understanding of how your infrastructure works or is set up for you. This will help you to help yourself when a minor issue occurs.

They are always pushing us to purchase new hardware:  It’s nice to have the very latest technology in your business, but it’s certainly not vital.  A good IT support partner will help you create an IT roadmap, which should detail when in the years ahead you need to budget for upgrades or additional devices.

We have outgrown their services: Now, this last one isn’t necessarily a bad reason to switch IT support partners. Sometimes, your business simply grows too big for a smaller IT company to deal with.

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