Few organizations have 100 percent of the resources they need in order to deploy, manage and support their IT systems. Even very large organizations may need assistance with technology selection and large-scale rollouts. Smaller businesses often need help with a wide range of projects as well as ongoing maintenance and support.
Given the strategic importance of IT in today’s businesses, it makes sense to establish a long-term relationship with a technology provider that understands your business. Reaching for the Yellow Pages when you are facing an important project or experiencing network downtime puts your business at risk. It’s important to have one number to call for rapid, knowledgeable assistance.
Of course, there are hundreds of technology providers out there vying for your business. How do you go about choosing the right one for your needs?
Organizations looking to partner with a technology provider for a project will often put out a Request for Proposal with detailed project specifications. A similar (if less formal) approach can be used when selecting a long-term IT partner. The first step is to consider what types of services are vital to your success. You can then use those criteria as a guide in comparing what each technology provider brings to the table.
There are, of course, many commonalities within the IT needs of businesses, particularly when segmented by organization size or industry. Technology providers naturally tend to focus their offerings on these areas to achieve efficiencies and economies of scale.
That said, every organization has unique needs, and it’s important to find a partner with sufficient breadth of services to handle most of them. Consider the following:
The right technology partner will be willing and able to customize its service offerings to meet diverse needs and focus on areas of weakness within your organization. For example, service options might include “block of time” engineering services to be used as needed, help desk support, regularly scheduled on-site support, etc., with varying price levels depending upon the urgency of the need. Dedicated engineering and technical resources help ensure that individuals who are familiar with your technology and business requirements are on hand.
Your technology partner should also come to the table with ideas for saving money, increasing efficiency and improving profitability. It’s not enough to simply react to issues that arise; a consultative approach combined with in-depth knowledge of the options that are available can prove invaluable.
Of course, it’s important to examine prospective technology partners from a business perspective. A key factor is the company’s longevity. While a startup might be staffed with industry veterans with extensive technical skills, it takes time to establish the processes — from sales to customer service to billing — that make a relationship run smoothly. Long-established firms are also more likely to have the technical infrastructure such as demo labs, training facilities and network operations centers that can be highly beneficial.
That said, a technology provider must stay up-to-date. Investments in staff training and certification, along with implementation of leading-edge technologies within its own business, are clear signs that the company is committed to long-term relationships. The firm should also have sufficient “bench depth” within its engineering team to meet service levels and project-based requirements.
Geographic footprint is also important. Most organizations prefer to work with a technology provider rather than directly with a manufacturer because of local presence and hands-on support. In today’s global economy, however, many companies require service across the country or around the world. Leading technology providers have the ability to perform many support functions remotely, and participate in service provider networks that enable them to put “feet on the street” at remote sites.
Your technology partner should be able to support your entire IT infrastructure so you don’t have to head to the Yellow Pages for some of your needs. Now that voice, video, photocopying and more run over the data network, many leading technology providers offer comprehensive service plans that encompass all of these technologies.
Managed services offerings can be a real boon, particularly for smaller businesses and those with around-the-clock, mission-critical needs. The technology provider will monitor systems, networks and other gear remotely, and take care of problems as they arise. Many managed services packages also include routine maintenance, security scanning and updates, remote backups, consulting, and other services.
Given the vital role that technology plays in business today, selecting a technology partner is as important as choosing an attorney or CPA. A strong, long-term relationship with an experienced and well-established technology provider can help ensure that vital systems function optimally and help you get the most from your technology investments.
