By Jordan Westcott, Managing Director at Timewade
When you think about IT support, you expect expertise, quick solutions, and a provider who genuinely understands your business. But for many SMEs, that’s far from reality.
The problem isn’t just about response times. It’s about the depth of expertise and how well your provider understands your business. Too many IT providers take a one-size-fits-all approach, offering generic solutions that don’t address the unique needs of your business. This lack of tailored, thoughtful support prevents SMEs from fully using technology to fuel growth.
So, what should customer service in IT actually look like – and why is it worth demanding better?
What’s going wrong with IT support?
Many IT providers rely on quick fixes instead of tailored solutions. They treat every business the same, offering surface-level advice rather than taking the time to understand your goals, processes, and challenges. This means you get temporary fixes that might resolve an issue in the short term, but don’t address the bigger picture.
The single point of contact model sounds like a good idea, but in practice, it creates a bottleneck. Relying on one person for all support needs is risky – if they’re unavailable or juggling multiple clients, your business is left waiting.
Another common issue is lack of access to real expertise. Not all IT problems are the same – some require a cyber security specialist, others a network engineer. But many businesses end up dealing with generalists with broad but shallow knowledge. This leads to longer resolution times and incomplete solutions.
Then there’s the issue of reactive support instead of proactive service. Many providers wait until something goes wrong before taking action. But without proactive health checks, monitoring, and system reviews, small issues turn into big problems. This ‘firefighting’ approach drains resources and keeps businesses on the back foot.
Why poor support impacts SMEs more than larger businesses
For SMEs, IT issues can be a serious threat to business performance. Unlike larger companies, SMEs often have smaller in-house teams, tighter budgets, and fewer backup options when things go wrong.
One of the biggest impacts is on customer experience. Late responses, missed deadlines, and service delays can frustrate customers and damage client relationships. Consistency and reliability are key to customer satisfaction, and poor IT support puts both at risk.
There’s also the issue of lost efficiency and higher costs. Poor support often means unresolved issues that keep coming back. This cycle of reoccurring issues costs businesses far more in the long term than getting it right the first time.
Unlike larger enterprises, SMEs don’t always have dedicated in-house IT teams to rely on. This is why having a reliable, quality support provider is essential.
What does high-quality IT support look like?
High-quality IT support is more than just quick fixes. It should feel like an extension of your team. And the best support doesn’t just solve problems, it prevents them.
One of the key markers of high-quality support is access to a full team of specialists rather than relying on a single point of contact. Instead of dealing with one person who handles logging and resolving every issue – and even that same person delivering new systems – you get access to experts with different specialisms. This approach ensures faster, more accurate problem-solving.
Another essential element is proactive support. Rather than waiting for issues to arise, proactive providers offer system health checks, regular reviews, and ongoing monitoring. This forward-thinking approach ensures potential issues are identified and resolved before they escalate, keeping downtime to a minimum and ensuring systems run smoothly.
Personalised, tailored advice is another must-have. No two businesses are the same, and neither are their IT needs. A good support provider takes the time to understand your business model, goals, and processes, enabling them to offer targeted advice that supports your long-term strategy, not just generic fixes.
Finally, direct access to support specialists, not ticket queues, is what sets great support apart. Forget waiting in line or chasing responses from a call centre. Businesses should be able to contact an expert directly, speeding up issue resolution and creating a more personal, effective support experience.
IT support is about more than keeping systems running. It can be a key part of your business growth and success.
The future of IT support is quality-first
The old model of generic, reactive IT support is no longer fit for purpose. Today’s businesses need more than quick fixes. They need a partner that understands their challenges, and takes a long-term, proactive approach to using technology to take your business forward.
We’re gathering insights from SME business leaders in the South West as part of our ‘Going beyond: The 2024 South West IT Support Survey’.
Your input will shape a regional report with practical recommendations for businesses and IT providers. Have your say and help raise the standard of IT support in the South West.
Take the survey: https://timewade.com/go-beyond-it/
