By Iain Wham, Managing Director of Innovec.
A generation ago, IT meant having a bank of loudly humming servers packed into a cabinet in a store cupboard or basement, with flashing green lights and a profusion of tangled wires.
Companies that didn’t have their own IT manager or team, had a helpline to a local provider that they would call to deal with problems. If switching your terminal off and on again didn’t work, they would send someone round to take a look.
A lot has changed in the past decade or so, not least of which is the replacement of on-site servers with cloud-based platforms. More recently, artificial intelligence has swept all before it, but what remains is a reliance by companies on a human being to physically intervene when things go wrong.
The digital revolution has undeniably transformed how we live and work. Yet, amidst the proliferation of AI, automation, and large-scale call centres, the personal touch in IT support and personal service remains, not just relevant, but critically important.
The limitations of impersonal support models
The rise of large call centres and AI-driven support systems has been driven by a pursuit of efficiency and cost reduction. However, these models often fall short in crucial areas.
Lack of personalisation: Call centres frequently employ standardised scripts and troubleshooting procedures. This ‘one-size-fits-all’ approach, fails to account for the nuances of individual client needs and technical environments.
A small business owner with a simple network faces vastly different challenges than a large corporation with a complex, multi-site infrastructure. Call centre agents, often lacking contextual knowledge, might struggle to provide effective solutions.
AI, while capable of processing vast amounts of data, often lacks the appropriate understanding and critical thinking abilities needed to address complex or unusual problems.
Communication barriers: Technical jargon and complex explanations can be daunting for non-technical users. Call centre agents, pressured by the volume of their work, may not have the time or patience to explain solutions clearly and empathetically.
AI chatbots – while they are getting better all the time – frequently fail to grasp the nuances of human language, leading to frustrating and unproductive interactions. The human ability to adapt language and tone to each individual’s level of understanding is crucial for effective communication.
Relationship building: Building trust and rapport is essential for effective IT support. Long-term relationships allow for proactive problem-solving and the development of customised solutions, tailored to each client’s specific needs and technological growth.
Call centres and AI can lack the capacity for the kind of sustained, personal engagement that fosters this vital trust. The impersonal nature of these support models can leave clients feeling frustrated, ignored, and vulnerable.
Limited problem-solving capabilities: While AI can handle common issues, complex or unforeseen problems often require creative solutions and in-depth technical expertise.
Call centre agents, with limited access to resources – and often operating under strict protocols – may be unable to depart from standardised procedures, even when doing so might be beneficial. The collaborative, adaptable problem-solving approach of a skilled, experienced IT technician is often the key to resolving these intricate challenges.
Lack of on-site expertise: Many IT issues require physical intervention and hands-on troubleshooting. Remote support, though helpful, can’t always address hardware problems, network configurations, or security breaches that require on-site assessment and repair. Local IT support companies offering on-site visits have a clear advantage in addressing these types of issues efficiently and effectively.
The strengths of local IT support providers
Local IT support companies excel in precisely the areas where larger organisations and AI falter. Their strengths include:
Personalised service: Local providers prioritise building strong client relationships. They take the time to understand their clients’ unique needs, technological environments, and business goals. This allows them to provide customised solutions and proactive support, preventing problems before they arise.
Proactive support and preventative maintenance: Strong client relationships facilitate proactive support. Local IT providers can anticipate potential issues, offer preventative maintenance, and help clients optimise their systems for maximum efficiency and security. This contrasts sharply with the reactive, problem-solving approach typical of call centres.
Stronger communication and collaboration: Local IT professionals communicate effectively, adapting their language to the client’s technical proficiency. They build rapport, fostering trust and making clients feel comfortable discussing their challenges. This leads to more efficient troubleshooting and a more positive overall experience.
Superior problem-solving skills: Local providers often possess a wide range of skills and experience, allowing them to handle a broader spectrum of issues. Their ability to think creatively and collaboratively enables them to address complex problems that may stump call centre agents or AI systems. Furthermore, their local presence allows for swift on-site responses to critical situations.
Direct access to expertise: Clients have direct access to the expertise they need, without navigating complex call centre menus or waiting for responses from remote support teams. The responsiveness of a local provider is significantly higher, leading to quicker resolution times and reduced downtime.
On-site support and physical intervention: Local companies offer the crucial advantage of on-site visits, allowing for immediate diagnosis and resolution of hardware problems, network configurations, security breaches, and other issues that cannot be addressed remotely. This is a significant factor in minimising business disruption and data loss.
Five problematic situations where local IT support is invaluable
- Critical data loss or security breach: Imagine a ransomware attack encrypting your company’s crucial data. A large call centre may offer limited immediate assistance, potentially leading to significant data loss and business disruption. A trusted, local IT provider can respond swiftly, implement emergency procedures, assess the damage, and work to recover data and restore systems.
- Complex network failure: A widespread network outage can cripple business operations. Call centres may struggle to diagnose the root cause of a complex failure affecting multiple devices and systems. A local IT professional, familiar with the client’s specific network infrastructure, can quickly identify the problem and implement solutions to restore connectivity.
- Hardware malfunction: A critical hardware failure, such as a server crash or router malfunction, can cause immediate and widespread disruption. Remote support is limited in addressing such issues. A local IT provider can perform on-site diagnostics, repair or replace hardware, and minimise downtime.
- Cybersecurity incident response: A phishing attack, malware infection, or other cybersecurity incident requires swift and decisive action. A local IT provider with expertise in security protocols and incident response can contain the breach, minimise damage, and help restore systems securely.
- Software implementation challenges: Implementing new software can present unexpected technical challenges. A local IT provider can provide expert guidance, configure the software for optimal performance, and provide training to employees, minimising disruption and maximising the benefits of the new system.