We’ve heard it all. Everything ranging from dissatisfaction to straight-up horror stories from our clients about their previous Managed IT Service providers. Working with many IT providers can be an absolute headache and disappointment. We’ve collected the top 10 IT service pain points we hear.
Top 10 Pain Points
- High tech turnover. Just as you get to know your IT tech, they leave and you have to explain your workflows to someone new. At Limetree Labs, we approach serving our clients in a completely new way. We don’t hire an army of low-level techs. Instead, we’ve created IT Pods that are led by a Senior-level Engineer. Your IT Pod and Director are dedicated to your business. Your IT Director is invested in making your IT environment run smoothly so that you can avoid IT frustration.
- Calling multiple departments to get things done. VICO, Account rep, help desk, MSP owner, etc. Although we have a service desk and an IT Pod working with your company—with LTL you have a single point of contact. This is your highly-technical Director of IT. Most VCIO or account managers aren’t technical. Rarely, if ever. This leaves you playing “telephone” and having to manage several contacts to track down a solution to your IT issue.
- Poor vendor management. Everyone is pointing the finger and no one is taking responsibility to fix the issue. We’ve found that one of the most frustrating situations can be 3rd party vendor management. You’ve hired an IT provider to lead and manage your IT department— and then they just point the finger at other vendors. It’s your video equipment vendor or it’s your printer vendor. At Limetree, we step up and take extreme ownership. We will partner with your 3rd party vendors and work for a resolution. The buck stops here.
- We paid less, but only because all of the IT work was put on us. Have you ever found yourself crawling under desks to plug in wires and set-up computers? Have you been burdened by re-setting passwords and cleaning up the mess after a cybersecurity breach? During an office move, are you crossing your fingers and hoping for proper layout for network ports and power? Heck, you may even pay a premium! It’s time to expect more from your IT service provider. We do it all for you, so you can focus on your core business.
- Help Desk support is fine, but when it comes to high-level IT strategy and planning—our provider is nowhere to be found. Many IT providers will answer your call and resolve your IT issues in a decent window of time. However, what about high-level IT strategy for your business as it grows and as technology changes? Who is looking out for your business technology as a whole? Your Director of IT is actively monitoring your IT infrastructure and will make recommendations whenever appropriate. Invite us to your business planning sessions or calls with 3rd party vendors. Your Director of IT (DOIT) will be happy to provide their technical expertise.
- We had no confidence in the state of data backups or disaster recovery preparedness. It’s not just you—and you have a good reason to be concerned. We are shocked and dismayed by the number of clients we onboard only to find out their previous IT provider didn’t have proper data backups set-up. Sure, they had been dutifully charging for them each month, but no backups were actually being made! Imagine if you lost all of your data? How would that impact your customers and your business? We provide a Data Backup Guarantee that will ensure you are never hung out to dry with data loss.
- Our previous IT provider didn’t offer any cybersecurity services. Cybercriminals are hard at work to infiltrate your IT systems. In the past, they tended to focus on large businesses. Today, even small to medium businesses are at risk. We’ve seen it happen too many times. We provide our clients with top-level security to protect them from threats of hackers and viruses. To go the extra mile, we also provide security training for your staff. Human error can put your business at risk, so regular training is critical.
- The software program I use crashes at least once a day. Not to mention, its slow and I’m always waiting on it. We’ve onboarded lawyers who thought it was normal for their industry-specific software to crash daily. No, this is not normal! We will partner with you to find a better software or update your hardware to improve your software performance. Your time is too important to deal with slow, unresponsive programs.
- The service was reactive. they would only fix what was already broken! We don’t subscribe to the break-fix model. We proactively design your IT environment to minimize IT issues. Rather than putting a bandaid on recurring tech issues, we find the root cause and fix it. After our Premium Onboarding and completing any recommended IT projects, you’ll feel at ease because your common IT issues will be drastically minimized.
- We had to reach out to our provider to learn about new technology, industry trends, and best practices. Every quarter, your IT Director will set up a Quarterly Business Review (QBR) with your leadership. Reviewing risks and opportunities several times a year is a must to protect your business.
Limetree Labs Changed The IT Service Model
We created Limetree Labs because frankly, we were frustrated that the customer was not the focus in the IT Service industry. We had seen too many times where the IT service provider was only focused on making more money with less—at the detriment of the customer. We saw overpriced services for what was being delivered.
Rather than settling and working for another IT service company, we decided to build Limetree Labs. A movement where IT services start with the customer experience and work backward to the technology. Keep IT fresh! We are happy every day because we finally get to deliver the best to our customers.
