22 years
97.9 Customer Satisfaction Score
200k Tickets Closed
83% resolved remotely
97% Resolved within SLA Goal

Not Happy With Your IT Company?

Key points in this article:

  • As IT companies grow and merge, service quality often plummets
  • If your service quality has degraded in recent months, you should consider changing IT companies
  • When planned and executed carefully, transitioning from one to the other can seamlessly and risk-free

Not Happy With Your IT Company

Is Your IT Company Failing You?

There’s no decision more crucial than who you’re going to work with to get the best IT support. No matter what industry you’re in, you rely on technology in some way to power your operations.

That’s why it’s essential that you find the right IT company. The right IT support minimizes downtime and increases convenience in the workplace.

However, many factors can affect the service quality your IT company delivers. Even if you found a viable partner for your IT needs recently, they may become short-staffed or even undergo a merger or acquisition.

If your IT company recently merged with another or was acquired by a larger firm, you may have noticed a few new issues…

  • They take longer to reply to support requests
  • IT techs aren’t familiar with your company
  • Resolutions are generic and ineffective

Mergers, acquisitions, and staffing shortages are a common part of the business world and can drastically affect your experience as a client of an IT company.

5 Ways Your IT Company May Be Failing You

  • You can’t get in touch. A key oversight in the IT support process is how you make a support request in the first place. Does your IT company have a dedicated phone line for support requests? Or do you just get someone’s cell phone voicemail when you call? Do they have an online ticketing portal? Live support chat? Even a dedicated email? Or are you just sending an email to a general address? Communication is the foundation of the support process—if you can’t get in touch, your problems won’t get fixed.
  • You’re paying for short-term fixes. Poorly maintained computers will often need quick fixes, handled by local repair shops for one-time fees.  The problem is that while the hardware may work when you get it back from them, there’s no guarantee it’ll last for long. That means there’s no way of knowing how quickly you’ll have to return to that shop and pay for it to get fixed again.
  • Your customers are unhappy. If you can’t work as quickly or as effectively as you should, it’s only a matter of time before that affects your customers’ experience. And there’s nothing worse than having to face an angry customer and tell them that it’s because your computers aren’t working right.
  • You keep paying more than you expected. As in any business relationship, a key downside to look out for is the possibility of hidden fees. The wrong IT company will nickel and dime you for onsite visits and other specific services if you’re not careful. Be sure to carefully review the contract and SLA to ensure you’re aware of additional fees that may come with onsite support, support hours caps, etc.
  • You’re not getting the expertise you expected. Whereas many IT companies will promote their managed services as comprehensive, that may not always be the case. Especially when the client operates in a highly specialized industry, the IT company may not be familiar with their line of business apps. It may come down to a single type of software or particular technical need, but it’s the difference between totally managed IT, and nearly managed IT.

Don’t Rush Your Migration From One IT Company To The Next

When you know you need a new IT partner, it can be difficult to approach the process patiently. Every day you and your staff struggle with ineffective IT, and unresponsive support will be frustrating.

Understand that approaching the process carefully avoids various issues that can crop up during the switch.

To avoid unnecessary downtime, configuration issues, and other problems that can stem from a poorly planned transition, make sure to follow these five steps:

  1. Don’t cancel your service from your current IT provider until you have everything in place with your new IT provider.
  2. Ensure you have admin access to all accounts, data, and applications and a master list of passwords and other login info.
  3. Ensure your new IT company performs a cybersecurity assessment to confirm that no backdoors exist.
  4. Once your new IT company is in place, you can cancel the service with your previous provider.
  5. Ensure your staff knows about the change in IT support and how to use the new service.

The bottom line is that you don’t want to rush the process. If you need better IT services, but don’t know where to begin, get in touch with Palindrome Consulting today—our team follows a carefully developed migration plan to make sure you don’t encounter any obstacles.

Get In Touch With The Palindrome Consulting Team To Start Your Switch

You know you’ve found the right IT company when you’re confident you can stop worrying about your technology altogether—when you call, they pick up the phone. When they fix a problem, it stays fixed.

You need the best IT services to thrive, as simple as that. IT is at the heart of everything from productivity to security, to communication, to innovative new ways to get work done.

Here are the facts—properly chosen technology combined with true expertise can achieve real results for your company. Properly supported technology will help you streamline operations and increase communication.

That’s precisely what Palindrome Consulting offers—as your IT company. We deliver proven IT solutions and best practices to help you get more out of your business technology.

Switching IT Companies Is Easy With Palindrome Consulting

If you’re already thinking about switching IT companies, then you’re on the clock right now—you’ve recognized you need something better, and every day you hesitate to make the change, you’re accepting those problems as a part of your work life.

Book a meeting with our team to start planning your switch today.

Schedule your No-Obligation IT Assessment with Palindrome Consulting

Schedule Now

Elizabeth Mitrani
Elizabeth Mitrani
17:23 06 Aug 19
Palindrome Consulting was key in establishing my business and helps me keep it running. They are the consummate... professionals, incredibly knowledgeable and are always available to help. They have gone above and beyond to ensure that I was up and running quickly and that any issues that may arise on my end or dealt with immediately. I highly recommend Palindrome Consulting.read more
Moshe Rubinstein
Moshe Rubinstein
14:57 28 Jun 19
They are there every step of the way. Responsive and timely. The full service mentality mixed with the problem solving... abilities, is what makes them an easy choice.read more
Benjamin Wainberg
Benjamin Wainberg
14:09 28 Jun 19
Palindrome Consulting is customer centric. For Palindrome Data Safety is paramount; they keep their and our systems... updated with the newest technologies and are not shy at changing to better alternatives. Their platforms are always running and in the odd case there is an event, their technical team has an awesome response time.read more
Copier Man
Copier Man
13:56 28 Jun 19
We have been using Palindrome since 2005. They make my company feel like we are #1 all the time. Expert staff are... always available to help all my users all around the country.read more
Martin Feldman
Martin Feldman
16:43 26 Jun 19
As a partner in Fischer & Feldman, P.A. we have utilized Palindrome Consulting as our IT experts for many years. In... addition to keeping our server up and running, they are available to consult on the everchanging cloud and web landscape. We could not function as a successful law firm without their constant care, attention and almost IMMEDIATE RESPONSE TIME.read more
Rebecca Fischer
Rebecca Fischer
16:39 26 Jun 19
Palindrome has been my IT company for more than 15 years. We have been through four server and computer replacements... over the years all of which went smoothly. As technology has changed Palindrome has kept us current in their recommendations and are extremely responsive when we run into a software or hardware problem. We have been through hurricanes with Palindrome and felt confident they would have us up and running as quickly as possible and despite the fact we are probably a smaller client, they have treated us as one of their most important clients. I highly recommend Palindrome and have complete confidence in their capabilities and service. They have even gone the extra mile when we wanted to donate our old computers to a children's special needs school and delivered the computers, set them up and provided service for the same. Ilan Sredni is the consummate professional and has surrounded himself with top professionals and skilled technicians.read more
Nelson T
Nelson T
20:32 25 Jun 19
Palindrome Consulting has proven itself time and time again to be the epitome of professionalism and technical... expertise. They take the time to listen to your needs and then apply their wealth of technical knowledge to create truly innovative and robust solutions. They truly deliver piece of mind.read more
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