Why SMBs Expect More From Their Service Providers
Why SMBs Expect More From Their Service Providers
IT can instill confusion in a small business with limited resources, so IT service providers must clearly communicate how they can meet an SMB’s expectations.
Multiple IT Service Providers
The majority of small businesses (69 percent) hire at least one type of IT service provider, and there is significant room for growth.
SMB Budgets Expected to Increase
39% of small businesses with IT service providers plan to increase their spending this year.
Managed Service Contracts Are Favored
59% of IT services have transitioned from the traditional break-fix model to a managed service contract.
Dedicated In-House Staff
63% of respondents have dedicated IT staff in-house, but this varies radically between smaller and larger businesses.
Small SMBs Are Very Influential
31% of SMBs with 10 or fewer employees are significantly less likely to have IT staff in-house. This is an influential group in the SMB economy—80% have fewer than 10 employees.
Popularity of Managed Services Varies
The cloud, at 70%, is the most prevalent managed service, followed closely by desk phones (69%) and mobile phones or tablets (63%).
Spending on IT Services in 2016
The trend to increase spending has been going on for 12-24 months as businesses realize the benefit of technology investment to enhance capability, efficiency and productivity.
Most Popular IT Services for SMBs
36% of SMBs hire cloud service providers. 33% use a service provider for computers and Website and online marketing. 25% use them to provide software.
Client Satisfaction Ratings for IT Service Providers
Using the Net Promoter Score (NPS), which asks the question, “How likely is it that you would recommend your service provider to a friend or colleague?” the survey found: Computers: 22, Cloud: 20, Server and other hardware: 20, Software: 18, Mobile app: 9, Desk phones: 7, Mobile phones or tablets: 7
