Situation: “Our tech support company just take us for granted. We’re paying a fortune and the users are just frustrated. We’ve always got some sort of problem and it never gets fixed! We don’t get support!”

Tech support is often tied to the core infrastructure – if it’s not configured properly (or out of date) you’ll have more problems and more problems generally mean less satisfaction with tech support. And sometimes, you outgrow companies or they outgrow you (or you take each other for granted). 

Issue: the tech doesn’t work properly and we’re not getting the help we need.

Solution: Be clear about your needs and expectations (specification and values). Decide who might be a good fit and what you’re prepared to spend. Tender for proposals. Interview and kick the tyres. Onboard and start as you mean to go on.

Impact: A properly set up system with few issues. A responsive Helpdesk backed by strong account management and clear escalations. And a saving on overall costs (more staff working better for longer).

From large national charities to very small ones, the bottom line is you need your tech to work well and you need urgent support when it doesn’t. I’ve helped charities of all sizes define what they need, set expectations and recruit the right partners. Book a chat to take the next steps in your journey.