When it comes to managed IT services, some businesses align with the thinking that “Bigger is better.” But this couldn’t be further from the truth. And, in fact, when big names have acquired small IT companies, their customers often head for the hills.
At Nortec, we’ve seen this firsthand. Cognizant acquired New Signature, an independent Microsoft public cloud transformation specialist, in 2020. In 2019, Ntiva acquired HigherGround Managed Services, a full-service IT and consulting firm. New Signature and HigherGround are former competitors, and after their acquisitions, some of their customers switched to Nortec, citing numerous frustrations with the larger companies.
This pattern of acquisitions is not new – it is a significant trend in managed services. The ensuing result of this trend does not bode well for businesses in search of managed IT services who don’t know what to look for. We often see red flags that companies are paying too much for IT, all the while getting lackluster service.
Unraveling the Myth: Why Bigger Isn’t Always Better for Managed IT Services
Big IT brands may seem appealing, but partnering with them often leaves companies feeling sidelined. Their customers often feel that they’re just another number, or a small fish in a big pond. Their company pays dearly for it. Customer service, response rates, and repair rates lag, meaning more time that companies are unable to operate at full capacity.
Larger Services Lack the Personal Touch
One of the biggest issues that come with partnering with large companies for managed IT services is the lack of personal touch that goes into almost every interaction. After the contract is signed, companies may find that personalization goes out the window due to the scale of operations. With standardized responses at every turn and lack of help for anything considered complex, businesses feel neglected.
Here’s how we’re different at Nortec: We get to know each and every customer and provide personalized service in every interaction. You also want to make sure that, regardless of size, your team has the ability
to handle complex problems and explain issues in a way that you understand. This is one of the reasons our customers trust us and feel comfortable partnering with us for their IT decisions.
Larger Services Lack Speed and Efficiency
With a large volume of work, larger companies lack speed and efficiency. Getting assistance for even small problems can take days. Larger, more complex issues could take businesses out of the equation while they wait for help. These delays in responses only drive up costs. In addition, when these companies do get help from their IT providers, its impersonal and rushed.
Hank’s Oyster Bar experienced 5-day wait times with their previous IT provider, even for high-priority tickets. With Nortec, they had support within 30 minutes, even on New Year’s Day.
Acquisitions by Larger Services Lower Service Quality
The customers of smaller providers are used to personalized assistance, speedy help, and efficient processes.
Acquisitions can be messy, complex, and confusing. Oddly enough, customers are often an afterthought in the shuffle, and getting help feels like an uphill battle. Even when the merger is complete, many small businesses find that the qualities they loved about their former provider are lost in the mix.
So, What Should You Look for in an IT Provider?
When seeking a managed IT service, your small business deserves personalized attention and swift solutions. Choose a provider that excels in customer service, responsiveness, and quick repairs – a partner truly invested in your success.
To identify the right partner, ensure they offer the IT services you need, and ask these questions:
- How are their reviews, and do they come recommended?
- What type of price structure do they use?
- How quickly do they respond to concerns, both minor ones and emergencies?
- How will they elevate your existing processes and performance?
- What makes them unique?
- How do they go out of their way to assist their customers?
- What are their timelines for repairs?
- Do they offer services and resources, such as managed cloud services, cybersecurity services, or Azure support plans?
- What companies are they partnered with?
With over 30 years of experience, Nortec has perfected delivering personalized service and prompt support. Large IT companies might have the brand name, but we’ve seen that size matters – just not in the way that people think.