If you are looking for a new company to provide your IT support Birmingham, you’re making a key decision for your organisation. Whether you are considering switching from your existing provider or freeing up in-house IT resource, finding the right partner you can trust to ensure your IT is productive and protected can make a big difference to your success.

It should be about you and your business, not theirs

We strongly believe that if you’re not happy with how your IT systems are functioning or with the service from your current IT supplier, something needs to change. There is no ‘one-size fits all’ and your specific needs will be different to other companies. Also, IT support Birmingham companies can look very similar and talk about things that might be hard to understand, using IT jargon that may leave you feeling bewildered. At Microtrading, we want to build long-term relationships with customers who are completely happy and trust us.

Key things to consider when choosing a new IT supplier

From talking to our clients about how they chose us and why they continue to use us, we have identified nine key areas that are likely to be important to you. It might be helpful to edit this list to suit your individual needs, adding in any other questions important to you and then turn it into a score sheet for each company you meet.

Customer feedback – what do their current customers think?
  • What recent testimonials do they have?
  • Are there any case studies from similar organisations to yours?
  • Do they have any reference sites you could call or visit?
  • Do they regularly gather customer feedback and act on it?
Uniqueness – why should you choose them?
  • What makes them different to their competitors?
  • Can they prove it with facts?
Scale and capabilities – are they the right size of company for you?
  • What size are they; turnover, number of clients, number of users supported, headcount?
  • What skill level do they have; certifications, trained staff, awards?
  • Do they have professional indemnity insurance and is it adequate enough?
Support packages – what levels of support are available for you to choose from?
  • Many support companies will offer different types of support from the traditional break/fix model to managed services, where the support company will proactively monitor and manage your systems to reduce the risk of downtime. They should be able to advise you of the pros and cons of each and help you work out which is best for you.
  • Within each type of support service, there may be different levels you can choose from. Can you move easily between them if your needs change?
  • What is (and isn’t) included in the package – be wary of any general claims to “we support everything”? It’s best to be specific.
Responsiveness – when you need help, how quickly and effectively will it arrive?
  • What are their target response times (remote and on-site) and how do they perform against them?
  • Will it always be the same engineer? (a “yes” may not be a good answer – many IT companies will choose an engineer with the skills best suited to your problem.)
  • What are the options for logging support calls; phone, web portal, email?
Proactivity – how proactive is their service and ongoing advice on IT related matters?
  • Will they provide you with a dedicated account manager?
  • Can they provide strategic advice and direction to help you might the right long term IT decisions?
  • Does their support service proactively spot and identify issues before it disrupts your business or do you have to call them to log all issues?
Systems – what is their IT setup like and does it set an example for you to follow?
  • What systems do they use to log and manage support requests?
  • How do they monitor your system?
  • What type of IT infrastructure are they running and how secure is it?
  • What reports do customers receive?
Partnerships – which companies do they work with and are they properly accredited?
  • Can they source, deliver and install hardware when required?
  • What level of accreditation do they have with the various vendors they partner with?
  • Do they have partnerships with other companies who can deliver finance, CRM,  manufacturing etc. specialist solutions that you may already use or want to use in the future?
Terms and conditions – the devil is in the detail!
  • What is the typical length of contract?
  • What are the terms for cancellation and renewal?
  • What are the payment terms?
  • How are you protected if agreed services are provided?

How we can help

We’ll meet with you and gather a broad understanding of your requirements, your aspirations and the current situation. Then, we’ll perform a complete assessment of your IT system, from the status of patches and backups to the satisfaction levels of the staff using the system – this is how we start to understand your business and identify the areas where there is room for improvement.

We don’t just pick up where your old service provider left off, we are looking to improve your system’s performance, security and reliability. Starting with validating your backups and patches, we identify all areas that need attention – these may be things you believed, or had been made to believe were ok – from here we create our plan of action and implement practical improvements immediately, putting you in a better place from the very start of our relationship.