Setting up a new office or retail location can be a logistical nightmare from an IT standpoint especially for organizations that don’t have tech savvy boots on the ground to install the network. The reality is emerging businesses don’t always have the luxury of deploying internal resources or leveraging a tried and true partner for crucial IT projects in advance of their expanded geographic foothold.
As with any vendor selection process, pricing matters. The same holds true for the IT services industry. Let’s say you’ve done your due diligence and identified a few help desk providers. All offer a 100% US Based, 24 x 7 x 365 solution and they’re all accountable to meeting SLAs like First Contact Resolution and end user satisfaction ratings. All things quality being equal, the key differentiator ends up being on the bottom line and what services are included in that price.
Molly Mitchell, Community Manager at Novel Coworking in Pittsburgh, was recently unable to use Novel’s E-Mon energy monitoring software to track and invoice one of its tenant’s utility use which typically accounted for well over $4,000.00 in billable revenue each month. Mitchell spent an hour on the phone with E-Mon's customer support to no avail and remained unable pull invoices for the tenant. At risk of leaving this earned income on the table, Mitchell needed a quick resolution to the problem.