the all-stars of your business technology ebook · your business running. gene loved the idea of...
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THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK By Xpert Technologies
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Xpert Technologies has been a leader in IT support since 1998. As we’ve continued to grow, so has the depth and knowledge of our highly skilled technicians. With our clients’ best interests at heart, our team of “Xperts” strive to deliver world-class IT services for all your business-critical needs. When it comes to solving your business problems, we have the X factor. Our technicians and engineers have hidden skills and special talents that blow the competition out of the water. Backed with first-class IT assets and a 24/7 IT support team, we have what it takes to simplify your business challenges and solve them swiftly. We take our investments seriously, and so should you.
About the Company
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Table of ContentsTHE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
AN IT SUPPORT SERVICE VS. AN IT SUPPORT SPECIALIST
YOU DESERVE I.T. SUPPORT THAT PRIORITIZES YOU
XPERT HAS THE FULL-SERVICE I.T. X FACTOR
WATCH YOUR COMPANY GROW WITH AN XPERT MSP PARTNERSHIP
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The All-Stars of Your Business
Technology eBook
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THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
Those of us tasked with managing and running a business know that – while smaller, more immediate goals always come and go – some of the main goals of almost all businesses are to adopt, adapt and improve. It’s survival of the fittest, and those companies that cannot acclimate to change and continue to improve can quickly be left by the wayside.
In fact, 12% of American workers don’t believe their companies are keeping up with the changing landscape of business. Gene is the owner of Chaparral Industries. He opened his doors in 1990, just before the Digital Revolution occurred. When he saw the growing need for computers in his office, Gene hired a CIO to run the IT department for him. Over the years, Gene built up the company – in sales, in people and in size – and it quickly became clear that the technology team could no longer keep up with the company’s growth. So, Gene brought on an outsourced IT support company, which did improve things a little. One day, Gene had lunch with a friend who is also a business owner. His friend’s business was booming. When asked how he got “over the hump” and took his business to the next level, Gene’s friend emphatically credited their strategic partnership with his managed services provider, Xpert Technologies. As a result, Gene took a long, hard look at what a company like Xpert could do for them.
12% OF AMERICAN WORKERS DON’T BELIEVE THEIR COMPANIES ARE
KEEPING UP WITH THE CHANGING LANDSCAPE OF BUSINESS.
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An IT Support Service vs. An IT Support Specialist
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THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
Over the years, Chaparral grew from a tiny startup into a fully-fledged small business. They added more people, more services and even moved to a new location. But as they grew, their IT support provider simply continued their break/fix approach – only looking at Chaparral’s network whenever a support ticket was opened. After all, it worked . . . well, sort of. Employees got used to regular downtime events while IT support updated software, addressed any licensing issues, and battled the occasional virus. If something went wrong, IT was called, and they began working on it a few hours later.
But, Gene doesn’t want downtime. Downtime is frustrating, it’s unproductive and expensive. It’s so expensive that the analyst group IDC reports:
“DOWNTIME IS FRUSTRATING, IT’S UNPRODUCTIVE AND EXPENSIVE.”
The Team at Xpert
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● 80% of small businesses have experienced downtime at some point
● Total costs for SMB downtime range from $82,200 to $256,000 for a single event
● Downtime for a small-to-medium sized business can cost $137 to $427 per minute
But upon investigating a partnership with Xpert Technologies, Gene realized their clients experience almost no downtime, and problems were rarely reported. It all stemmed from the proactive approach by each IT services specialist at Xpert. Whenever any type of issue arises, the client’s Xpert IT support specialist is the first to know. Gene’s lunch buddy shared with him the rare occasions where his people would encounter some sort of problem, reach out to Xpert about it, and learn that the IT support specialist
was already working on the problem before a ticket was even submitted. Gene also learned that Xpert approaches each client differently. As every business is unique, no “cookie-cutter” solution can be effectively utilized. That’s why a customized approach to each client is necessary. When your IT support provider runs like a well-oiled machine, so does your technology.
80% OF SMALL BUSINESSES HAVE EXPERIENCED DOWNTIME AT
SOME POINT.
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THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
“WHEN YOUR IT SUPPORT PROVIDER RUNS LIKE A WELL-OILED MACHINE,
SO DOES YOUR TECHNOLOGY”
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You Deserve IT Support That Prioritizes You
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One aspect of his current IT support provider Gene noticed was their turnaround times. Even the smaller task requests seemed to take an unusually long amount of time to fulfill, and that amount of time only seemed to grow year after year. When asking his IT provider about the extended wait times, they often claimed they were “very busy,” and were dealing with issues for multiple clients, but if he would “patiently wait his turn,” they would work on his problem just as soon as his ticket came up in the queue. With a managed IT services provider like Xpert, however, Gene learned that “busy” would never again be an excuse. The definition of “busy” by an IT support provider can easily be translated to, “we are either understaffed, or our people are not experienced enough to quickly complete a task.”
THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
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At Xpert, aside from the commitment to constant client satisfaction, it’s well known that it is six to seven times more expensive to acquire a new customer than it is to keep one you already have.
Accordingly, in order to ensure timely, helpful responses and resolutions, no financial shortcuts are taken on staff or technology investments. The most important aspect of IT support is ensuring immediate and effective problem resolution to keep your business running. Gene loved the idea of immediate response without excuses. Then, upon further research, he discovered what makes Xpert truly unique from its competitors.
“IT IS SIX TO SEVEN TIMES MORE EXPENSIVE TO ACQUIRE A NEW
CUSTOMER THAN IT IS TO KEEP ONE YOU ALREADY HAVE”
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THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
“THE MOST IMPORTANT ASPECT OF I.T. SUPPORT IS ENSURING
IMMEDIATE AND EFFECTIVE PROBLEM RESOLUTION...”
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Xpert Has the Full-Service IT X Factor
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Gene pays several different vendors for his services. Along with office rent, he has to pay his IT support provider, his data backup service, his cloud data storage, his internet provider, his phone service, and the occasional large capital expense whenever the company needs new technology, such as a new server or more workstations. In his research, he was pleasantly surprised to learn that some IT providers out there offer full service IT – and Xpert Technologies is one of the best. That means Gene could opt for all the services listed above to be easily wrapped-up into one monthly bill, such as:
Allowing for a single point of contact and billing that simplifies his ability to keep his company running was quite appealing to Gene, but the best aspect was how he could see this partnership enabling growth for his business.
THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
Complete Cloud Phone Backup
Agent Connect ...and More
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Watch Your Company Grow with an Xpert MSP Partnership
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One aspect of his current IT support provider which Gene really didn’t care for was that – quite frankly – they really didn’t care whether Gene’s business succeeded or failed. In each interaction with them, both he and his people felt as though they were just a number or an obstacle which the IT support company would have to overcome in order to return to their own normalcy. If Chaparral Industries were to pull their business, the IT support company would simply replace them with another client. But with an MSP like Xpert, it was made quite clear that it is their goal to help their clients to not only maintain their success, but to help them increase it.
THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
“...XPERT TECHNOLOGIES CREATES A SOLID, LONG-LASTING RELATIONSHIP
WITH THEIR CLIENTS.”
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By creating a strategic partnership with companies and helping them to become more efficient, productive and successful – Xpert Technologies creates a solid, long-lasting relationship with their clients. Knowing Xpert only succeeds if Gene’s company succeeds was a great motivating factor in Gene’s final decision to make Xpert Chaparral Industries’ new MSP partner.
WE WELCOMED GENE TO THE XPERT FAMILY – AND WE WELCOME YOUIn this modern age of digital business, we are fully aware of how important your technology is to your current and future success. Xpert Technologies is eager to speak with you to determine exactly what your needs are, and how we can resolve your problems and help your business achieve its next level of success.
On a scale of 1 to 10 being ‘most important,’ assess how important these individual characteristics contribute to a vendor’s ability to become a strategic partners: a
consistently transparent, responsive and trusted collaborator.
Source: The CIO Executive Council (CEC) and IDC 2016 Strategic Partner (SPI) Survey
10 (Most Important) 9 8 7 6-4 3-1 (Least Important)
3%8%
Responsiveness
Collaboration
Flexible pricing and interest in shared risk/reward
Communication
Client and market Knowledge
36%
25%
20%
19%
15%
26%
43%
21%
31%
30%
23%
18%
22%
28%
32%
8%
12%
13%
15%
5%
23%
7%
6%
1%
2%
2%
3%
2%
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THE ALL-STARS OF YOUR BUSINESS TECHNOLOGY EBOOK
“XPERT TECHNOLOGIES IS EAGER TO SPEAK WITH YOU TO DETERMINE EXACTLY WHAT YOUR NEEDS ARE...”
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38765 Mound Rd. , Ste 102Sterling Heights, MI 48310
Phone 248.524.0101
Email [email protected]