No business, large or small, can afford to be without IT services for any length of time. While large businesses may be more adversely impacted in the OpEx column by company-wide incidents, they are also more likely to have more internal resources available to resolve those issues. The help desk can provide alerts to the network engineers or desktop engineers. From Levels 1 through 3, corporate IT defines all support tasks and separates them between different IT departments.
Setting up a new office or retail location can be a logistical nightmare from an IT standpoint especially for organizations that don’t have tech savvy boots on the ground to install the network. The reality is emerging businesses don’t always have the luxury of deploying internal resources or leveraging a tried and true partner for crucial IT projects in advance of their expanded geographic foothold.
As with any vendor selection process, pricing matters. The same holds true for the IT services industry. Let’s say you’ve done your due diligence and identified a few help desk providers. All offer a 100% US Based, 24 x 7 x 365 solution and they’re all accountable to meeting SLAs like First Contact Resolution and end user satisfaction ratings. All things quality being equal, the key differentiator ends up being on the bottom line and what services are included in that price.
Molly Mitchell, Community Manager at Novel Coworking in Pittsburgh, was recently unable to use Novel’s E-Mon energy monitoring software to track and invoice one of its tenant’s utility use which typically accounted for well over $4,000.00 in billable revenue each month. Mitchell spent an hour on the phone with E-Mon's customer support to no avail and remained unable pull invoices for the tenant. At risk of leaving this earned income on the table, Mitchell needed a quick resolution to the problem.
Before opening a new office, MSPs need to architect the network to have the ability to scale. Successful co-working environments see rapid growth and along with that comes rapid bandwidth utilization. Ensuring that the network is designed to be able to scale up to higher capacity is vital to the business objectives of the co-working platform.
Just because startups are small, it doesn’t mean they don’t have large scale IT support needs. The truth is, unlike their major corporate counterparts, emerging new businesses tend to have an even more diverse BYOD environment as well as a mixed bag of operating systems, applications, and peripherals. And unlike enterprise-sized accounts, they less frequently have the budget to justify hiring a full time IT person let alone an IT department. As a result, they need their IT services provider to do everything. So where do they turn for support?