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How much does your IT support really cost?

I think this is a really interesting question. Last week I went to see a prospective customer who was interested in comparing their existing IT Support service with the service that we offer. The prospect told me all about their IT frustrations;

  • All of their PCs were running dreadfully slowly
  • Their remote access solution was so slow and unreliable that it was impossible to work remotely.
  • Their current IT support provider doesn't call them back for several days when they log a support ticket.
  • Their current IT support provider doesn't send them quotes they've requested for new equipment for weeks.

When we got to talking about what their current support agreement cost, it transpired that they are currently paying about £350 a month less than Connexion charge for a fully managed IT support service. Surely paying £350 a month extra to get all of their technology back on track would be great value? They couldn't see it, I guess they know there business, so maybe they are right. I can't help but doubt it though.

Every business I know is battling hard for every efficiency they can possibly extract at the moment, and just about every business that I knows biggest overhead is their people. Think about payroll costs. Let’s say you have 10 employees averaging 25K PA. This would make your monthly payroll about £23K a month, or to put it another way about £1150 per day or £153.00 per hour. What therefore would the value be to your business if 1 hour extra productivity per month could be gained across all of your people? i.e. 10 hours of extra productivity per month? Think about what that might equate too if you could produce more, sell more, bill more, complete tasks more quickly. This argument can be taken even further by factoring in how leveraging technology can further boost your productivity or even fundamentally give your business its competitive edge or its differentiator from your competition.

It can be hard to quantity the value of technology but this is the starting point. As a business owner you probably don't think about the impact of slow computers too much unless your people complain, by contrast you would pretty soon notice if your people started to roll into work half an hour late each day.

If you have ever been surprised by just how much more productive you can be when you start using a new PC or laptop then you will know what I am talking about. You really can get lots more done. Working with ill performing IT in a company that depends on it is like a carpenter working with a blunt saw!

Rob Leverton

Rob has worked as an IT technician and project manager with Connexion for 14 years before moving into his current role as head of the technical services team.

Although Rob comes from a technical background he’s very much a people person and he is exceptionally good at building excellent working relationships with our customers and his technical team to deliver service excellence to our clients.

Rob Leverton

James Stratton

James is passionate about technology and how it can transform business.  Having worked with hundreds of businesses in many different sectors over the last 25 years he has a huge amount of business IT knowledge that he enjoys imparting to Connexions customers.

James is responsible for Connexions strategic development and also still enjoys a role in consulting and sales and marketing