Why SMBs Expect More From Their Service Providers

By Karen A. Frenkel  |  Posted 02-23-2016 Email

Although small businesses see the value in IT services and plan to expand their investment in these services as new challenges arise, a high percentage are dissatisfied with their IT service providers. According to a new study compiled by Clutch, 40 percent of SMBs plan to increase IT services spending this year. One challenge facing the industry is that IT is often not well understood, which can cause frustration with service providers. Challenges that impact how favorably (or not) an SMB views its IT service provider include the size and bandwidth of the IT service provider's business. Smaller specialized firms are often limited in their ability to provide high-level, strategic IT recommendations that their clients need. Similarly, due to the complexity of IT in numerous solutions, IT services firms sometimes outsource client needs. This can make it difficult to control the quality of customer service and communication. The study measured the number of IT staff in-house versus outsourced, the status of the transition from break-fix to a managed service model, and the most popular IT services among SMBs. This is Clutch's first annual SMB IT survey, in which 402 respondents from 279 businesses with 500 or fewer employees were asked to rate 831 IT service providers with which their company currently works.

Karen A. Frenkel writes about technology and innovation and lives in New York City.


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