By Jordan Westcott, Managing Director at Timewade
Every business leader knows that strong IT and technology support is essential. But too often, businesses settle for low-quality customer service from their IT provider. Whether it is delayed responses, unresolved issues or a lack of real expertise, poor IT service is more than just an inconvenience, it holds businesses back from growth, efficiency and security.
Many IT providers offer a surface-level service. They react to problems rather than prevent them, provide generic advice rather than tailored solutions and often leave businesses feeling like just another ticket in a long queue.
For SMEs, where agility and efficiency are key to success, this approach just isn’t good enough.
It’s time for business leaders to ask a crucial question: Is your IT provider a true partner in your success, or just another service you have to chase?
Where IT service providers are falling short
One of the biggest complaints about IT providers is the lack of genuine customer service. Many businesses are stuck in a cycle of logging tickets, waiting in long queues and chasing updates. Instead of speaking directly to an expert who can solve their issue, they are passed through a chain of automated emails and call centres.
Another common frustration is shallow expertise. Many IT providers operate with generalist support staff, meaning businesses do not always get access to the right specialist when they need it. Cybersecurity threats, cloud infrastructure issues and system failures all require different skill sets, but if your IT provider relies on a one-size-fits-all approach, complex problems will take longer to resolve or worse, be left unaddressed.
Then there is the issue of short-term fixes instead of long-term solutions. Instead of resolving the root cause of IT problems, many providers focus on getting systems temporarily back online, leading to the same issues resurfacing again and again. This costs businesses valuable time, money and productivity.
The impact of poor IT support on SMEs
For SMEs, low-quality IT service has far-reaching consequences. Unlike large corporations with in-house IT teams, SMEs often rely on external providers for all their technology needs. If that provider delivers poor service, the entire business suffers.
Poor IT support leads to:
- Lost productivity – When employees are waiting for IT issues to be fixed, valuable time is wasted. Frustration builds and overall efficiency declines.
- Security risks – Without proactive security management, businesses are more vulnerable to cyber threats. A weak approach to IT support puts sensitive data at risk.
- Missed opportunities – Technology should be a driver of business growth, not a roadblock. Poor IT service prevents businesses from using technology to scale effectively.
What high-quality IT support looks like
Great IT support is more than just fixing problems, it is about providing strategic, proactive solutions that help businesses operate smoothly and securely.
A high-quality IT provider:
- Acts as a true partner – Businesses should feel like their IT team is an extension of their company, not just an external provider they have to chase.
- Offers direct access to experts – No more long waits or generic responses. The right support means speaking to a technical person right away, with quick escalations for complex issues.
- Prevents problems before they happen – Proactive system reviews, cybersecurity monitoring and strategic IT planning should be the foundation of any IT provider’s service.
- Provides tailored advice, not just quick fixes – Every business is different. The best IT providers take the time to understand their clients’ needs and align their technology strategy with business goals.
Help improve IT support in the South West
The way businesses approach IT support needs to change. No SME should be stuck with poor service that limits growth and creates frustration.
At Timewade, we are leading the way in delivering expert, proactive IT support that puts businesses first. But we want to hear from you.
We are gathering insights from business leaders across the South West for our Go Beyond IT survey. Your input will help shape a regional report with recommendations on how IT providers can better serve SMEs.
Take the survey today: https://www.surveymonkey.com/r/gobeyondit
