A while ago I came across an article discussing “Questions to Consider Before Hiring a Managed IT Services Provider”. The questions brought up in this article are actually good questions to think about, and after our series on “Finding the Right IT Provider for you” (See Part 1 & Part 2,) I thought that giving some actual questions to ask, while subsequently giving you our answers, would be a good addition to that series.
So here goes:
What Questions Should You Ask a Prospective Managed Service Provider?
- How long have you been in business?
We have been in business since 1999! We are one of the original Managed Service Providers in the Austin area, and have been thriving and growing ever since!
- How many employees do you have?
We have 17 employees, and we are growing! As our client base grows, so do we.
- How many engineers do you have on staff?
We currently have three engineers on staff and are actively hiring.
- How many clients do you have on your Managed IT Services solution?
We have approximately sixty clients in the Austin area, and our clients have been with us for a median of 7 years!
- Do you staff your helpdesk or do you outsource it?
Our helpdesk staff is ours, all right in our office on Burnet Road! We believe that having a knowledgeable team in Austin ready to answer your questions 24/7/365 is what makes us the best.
- How many people do you have on your helpdesk?
We currenly have 7 people on our helpdesk. Our team works efficiently and gets better everyday, with our average hold time for a phone support call being under 5 seconds! And that's to talk to someone who can actually help you, not just take a message.
- Are onsite calls part of your Managed IT Services solution?
They are. We do everything within our power to help clients when they need it. If that means you need a technician on site the same day the problem occurs, then that's what we're going to do.
- How do you measure customer satisfaction of your managed services clients?
Well, our customer feedback page is actually one of our favorite things to point people to. We have a saying : "Customer satisfaction is boring. We live for customer delight." Through our trouble-ticketing system we are able to ask our clients about their experiences after each ticket has been closed. With this system we can track their responses and use them internally and as a marketing tool for future clients. Go ahead, check our our 100 most recent client feedback ratings! We also meet regularly with our client Liaisons and VIPs to make sure that we're attending to the big picture as well as keeping all of our individual users happy. Out goal is to be a complete IT partner for our clients, from day-to-day supports to strategic vision that keeps our customers productive and competitive.
- Are you on the MSPmentor 205 list?
We are! We are also on the Inc. 5000 list, have won the Austin Chamber of Commerce's Customer Service and Loyalty Award, and are on the Channel e2e's Top 100 Vertical Market MSPs list.
Looking for a managed service provider for your company is an important task. And while we are confident we can do the job, we also understand that it's important to be completely informed. As a company we like to be transparent and answer any questions our clients, or future clients, might have. So if you're in the market for a new managed service provider with the new year coming up, give us a call! We'd love to see what impact we can make on your company!