21/01/19

Common Customer Pain Points…

Running a business successfully requires efficient, professional and effective help from service partners you simply have to rely on.

It’s a plain fact of life, you just can’t do it all yourself. As frustrating as that can be, you have to put your trust in someone and it’s difficult sometimes to make the right decision – or having made the decision that works for a while you are faced with a service that becomes sub-standard.

The IT industry is no exception and our staff at PC Net are regularly taking calls from people who are no longer happy with their current IT provider and want to know the best course of action to get back on the right track, allowing them to concentrate on what they do best – running their business.

There can be a variety of reasons why a relationship turns sour. These include increasingly deteriorating customer service, the level of support and expertise is no longer adequate to meet requirements or maybe there have been wrangles over what is and what is not covered in the contract.

But the main reason we find for people wanting to move on is poor response rates from the current IT provider.

This can be anything from being unable to get hold of the right person, having to wait too long for problems to be addressed and for issues to be fixed. This can often result in valuable time being wasted, a substantial loss of revenue and a customer or client taking their business elsewhere.

Customers also often feel they are being ripped off by their current provider, so call us. Our free audit will often show whether that’s the case and where they can make savings. Fees often increase when you have been with one company for any length of time – making the deal you may have far less attractive than that afforded a new customer.

People also come to us for a second opinion. Circumstances alter and evolve. If a business is looking at growth or change of location and a large IT spend, it is really important to get another, more subjective view on what is happening and advice on the best way to proceed.

This is always a sensible thing to do and sometimes the clarity of an independent third party can put things more clearly in focus, helping to make the right decisions and ensure you get only what you need.

If you are are thinking about changing your IT provider and unsure about what to do next, contact us at PC Net by telephoning 01743 290588 or email katy@pcnetsolutions.co.uk