Whether you have an internal IT team or rely on an external IT Service Provider, MIS Solutions recognizes the hurdles you may encounter with your current IT infrastructure and procedures.
Engaging with businesses daily, I attentively listen to executives share their experiences with their existing IT provider, and here are the recurring themes I often come across:
Top ITSM Vendor Complaints
“Response times are unacceptably slow.”
“I encounter a different representative every time I reach out.”
“I only hear from them when something goes awry.”
“I’m overspending on services that were promised but not delivered.”
“I’m uncertain about the security of my systems.”
“I feel like I am getting nickel-and-dimed for everything.”
All of these thoughts tend to leave organizations feeling like they’ve lost their initial priority status with their IT vendor. In fact, it’s not atypical to see high customer satisfaction rates beginning a nosedive around 6th months into a contract.
Reasons For ITSM Mistakes
At MIS, we carefully analyze why companies part ways with their IT vendors, learning from their missteps to ensure we don’t repeat them with our clients. The common issues we observe include:
Service quality breakdown: failing to meet SLAs, prompt support standards, and delivering quality solutions.
Communication shortcomings: frequent misunderstandings, lack of responsiveness, or transparency.
Cost escalation/Lack of cost management: unexpected fees and labor charges for upgrades.
Security apprehensions: doubts about the vendor’s ability to stay abreast of cybersecurity solutions.
Reactive vs. proactive: relying on a reactive approach—waiting until something breaks—can lead to unexpected disruptions, higher costs, and decreased productivity.
What we do to proactively ward off client dissatisfaction.
From a very transparent business perspective, we know (and admit) it’s much easier to keep a current client than to go out and source a new one. In order to ensure that happens, we’ve responded to the needs of professionals in charge of their organization’s IT with a structure to support sustainable customer satisfaction:
A dedicated partner experience team. – We understand the frustration of calling into a pool of technicians and hoping to speak with the same one, so you don’t have to repeat your issue multiple times. Our partner experience team eliminates this hassle. You will have a dedicated team of 3-4 Support Technicians, a System Administrator, a vCIO, and an IT Security Architect who know your business inside and out. No more hoping for consistency – when you call, you’ll be connected directly to your team.
State-of-the-art security solutions to safeguard your business. – We offer comprehensive cybersecurity solutions that go beyond the basics. Our managed services include antivirus protection, patching, Dark Web monitoring, cybersecurity awareness training, and managed detection and response. Additionally, we provide an advanced zero trust security model. This robust solution learns your environment over 30-90 days and then locks out any malicious activity. While many IT providers charge extra for this level of protection, it’s included as part of our managed services.
Transparent pricing, including onsite support for new equipment installation. – With our services, you pay a single monthly fee for comprehensive support. We won’t charge extra for onsite visits or new equipment installations, such as servers, firewalls, and workstations, unlike many of our competitors. I often explain it this way to business owners: If you had an in-house IT employee, they wouldn’t ask for an additional $200 per hour to install a new server—they’re already on your payroll. The same principle applies to us. As an extension of your team, we believe labor for essential tasks should be included in our service.
Liaison with software and tech vendors for issue resolution – We often hear about the blame game when it comes to resolving IT issues: “It’s the internet provider’s fault.” “No, it’s the IT provider’s fault.” We’ve eliminated this problem by acting as your liaison, communicating directly with your internet and software providers to resolve issues. Our partners shouldn’t have to play mediator when we’re the experts. Let us handle the tech talk and ensure seamless solutions for you.
Technology roadmap aligned with your business goals – Our partner experience team includes a vCIO (virtual Chief Information Officer). Similar to what a traditional CIO does for organizations, our vCIO serves all our partners by understanding their business goals and creating a customized technology roadmap. This approach not only aids in strategic planning but also helps in budgeting effectively. Seeing the full picture is essential before implementing any solutions, and our vCIO ensures you have a clear and comprehensive technology strategy.
Ongoing education on evolving technology – Our team is dedicated to staying at the forefront of technology. We continuously enhance our expertise by attending seminars, earning certifications, and engaging with our vendors and peers. Our goal is to ensure you are always informed about the latest advancements.
It’s crucial to reassess your IT Service Agreements at least a couple of times a year – and long before renewal. If you miss renewal, some ITSM vendors will automatically “enroll” your organization for at least another year. These reviews need to analyze whether or not you’re receiving optimal support for your organization’s budget. (We talk about some key components to these reviews here.)
If you’re currently evaluating your IT management options, we invite you to begin the process here; with a network discovery assessment. The process doesn’t take up much of your time, yet it can be quite revealing, especially if your current vendor isn’t properly configuring your systems or implementing the right solutions. As always, if you have any IT questions or need assistance with your IT, please reach out to me or one of my team members.
Here to provide you with unparalleled support.
Until next time,
Megan
