IT Support

Simplifying IT Support

How to Choose the Right IT Support

Simplifying IT Support (03) - How to Choose the Right IT Support Provider

  • 19 August 2020
  • 5.3 minutes to read

Selecting the right support option for your business can be difficult. In these less than certain times, many businesses are learning it is crucial to save funds for an emergency – and when it’s time to cut costs, their eyes often fall upon cost centers like support services.

However, any technologist or member of the IT team will vehemently defend their ability to access quality support, especially in today’s multi-vendor environment. When an organization uses several vendors in tandem, their IT landscape becomes incredibly complex to manage and secure. Having poor IT support solutions or making support a secondary task for the IT team can open your business up to a range of risks such as noncompliance in your software licenses or a lack of productivity due to constant technical snags.

It's clear that high-quality support is a necessity for any business that wants to use technology to their advantage. However, the path to finding a reasonably priced solution that supports all of your multi-vendor needs is less clear. Let’s evaluate the common challenges of a multi-vendor environment and identify the ideal characteristics of a software vendor that will help you overcome those challenges.

Common Challenges in the IT Environment

Many businesses face a similar set of problems when managing their modern IT environment. While some organizations choose to have their onsite IT team handle these technical issues, many have found that dedicating their in-house teams to submitting and following up on tickets is a waste of resources – or, worse, they are unable to keep pace with an increasing volume of tickets, leading to business-wide challenges.

Here are a few challenges that your team may face if your current IT support efforts are falling short of what is necessary.

  • Overwhelmed with Complexity – IT teams often have too many vendor support contracts to maintain on their own. Furthermore, an issue with one vendor’s solution can often cause problems that spread to other solutions, making it difficult to communicate the issue to the right provider.
  • Trouble Managing Risks – When IT teams have a variety of support contracts from different providers, they can experience lapses in coverage. This can result in lengthy downtimes while the necessary contracts are established.
  • No Control Over Operational Costs – With more vendors in your environment, it’s difficult to find sources of overspending. Many businesses also find their IT team is investing too much time diagnosing issues and chasing service techs around when they could be doing more impactful work.
  • Low Availability – When something goes wrong with your software, your team needs help sooner rather than later. However, many employees are only able to receive assistance during standard working hours, which makes it difficult to raise incidents in a timely manner.

All of these challenges can cause minor annoyances, financial setbacks, or even open your business to devastating data breaches. Be aware of which challenges your business is currently facing by investigating previous incident reports, or by speaking with your IT team. Then, you’ll be in a better position to prioritize the most important parts of your ideal IT support solution.

The Most Important Qualities for IT Support

Now that you better understand the challenges that your IT team and organization as a whole may be grappling with as a result of poor quality support, you can begin thinking about what your IT support solution should be able to solve. Keep an eye out for a provider with the following traits, since they will provide most of the tools required to resolve the most significant problems with your current IT solution.

A Single Point of Contact – When you have multiple vendors, you need a dedicated individual to help you consolidate support and maintain contracts in a simple way. SoftwareONE’s Unified Support Solutions will hold one person accountable for helping you, starting with first contact until final resolution, making the support process straightforward.

Multi-Vendor Support – Your chosen support solution should encompass most, if not all, of the vendors that are mission critical to your business. In addition to this, they should be willing to mediate problems that take place when two separate solutions don’t interact as they should.

 Multi-Vendor Contract Coordination – Managing contracts from your multi-vendor environment is a huge issue, although it is invisible to many people outside of the IT team. A good IT support solution should work to optimize your existing licenses while co-terming contracts to make software renewals take place in a similar timeframe.

A 24/7 Global Support Center – A support solution with agents available around the globe will ensure your team can call upon support services at any time. There’s no need to worry about getting subpar service in the middle of the night – a good support solution will make sure there’s always a real expert somewhere in the world that’s ready to help you!

Language Translation Support – Technical support issues can be difficult to communicate unless the agent speaks the same language as the caller. Local language availability will help your team communicate their issues confidently, and the support team will pass that information on in the vendor’s preferred language for a simple resolution.

✔ Proactive Services – A good support solution shouldn’t just handle issues as they occur – they should provide you with options to check your environment for potential issues which could later become a problem.

✔ Access to Level 2 Support – Look for people who are experts in a range of solutions and can confront common technical issues for your product or service.

✔ Flexible Pricing Options – A solution shouldn’t charge you monthly if you only use the service a few times a year. SoftwareONE’s Unified Support for MultiVendor offers a pay-as-you-go model that will help you make the most of your investment.

If a support vendor can check off all of these boxes, you can be confident that they can resolve the most common support snags that take place in your organization.

Final Thoughts

Investing in a strong IT support solution can bring a lot of benefits for your organization – and these benefits will have an overwhelmingly positive effect on your bottom line. Your IT team will have more time to focus on core areas of the business, while the tools and advice they receive from support experts will help them proactively manage these issues to reduce support calls in the first place. In addition to this, helping your team avoid contract breaches and security incidents can mitigate disasters in ways that can’t even be quantified.

However, some benefits can be quantified. For instance, organizations that use SoftwareONE’s Unified Support for Multivendor save an average of 49 percent when compared to their existing support contracts. This will have a tangible, far-reaching benefit on your organization as you take a load off your IT team and improve your bottom line at the same time.

Looking Into Multivendor Support Solutions?

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