In a cost-driven industry, how can support really make a difference?
In this week’s blog I’m going to tackle the subject of support and how it’s often overlooked as a key part of a customer’s decision-making process. Let’s start with the question: “In a cost-driven industry, how can support really make a difference?”
There can’t be any doubt that in today’s industry, cost is a major factor. Thankfully more and more businesses are seeing the benefits of outsourcing their hosting to the cloud, creating huge savings and economies of scale along the way. But what about support? When the PO’s been signed and your cloud infrastructure is up and running you might not think twice about it. However, the reality is that you’ve also just outsourced your support and it’s important that when things go wrong you’ve picked a partner you can depend on – otherwise you’ll end up paying more. Much more.
Cost, quality and speed
The truth is: things will always go wrong. Even in the best-designed solution with multiple levels of resilience, problems will eventually occur. And when they do, the effects start eating into your business from the start. It’s better, therefore, to ensure you have support that is quick enough and good enough.
Looking around at the industry, the story goes that of the three tenants of support, you can have any two at a time. So support that’s quick and high-quality isn’t likely to be cheap, whilst support that’s cheap and fast isn’t likely to be any good. ServerChoice, however, offers support that prioritises quality and speed so your business gets back on its feet as quickly as possible – but crucially, we’ve made it so it doesn’t have to cost the earth.
An extension of your team
You should ideally see your provider’s support team as an extension of your own internal staff. Channels of communication need to be clearly defined and accessible 24x7x365, and you need to have faith that the people on the other end of the phone know their apples from their oranges. Ideally you’ll have met them during the specification and implementation phases of your cloud solution, so you’ll know them by name and have the confidence that they can get you up and running ASAP.
Staff that care is a company's biggest asset, and I believe that holds true no matter what industry you’re in. So by selecting a service provider who invests in their biggest asset, the benefits are shared, as their team becomes an extension of your own. And that’s the way we operate here at ServerChoice.
Deutsche Telekom (DTUK)
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