Expect Technology to Fail (because sooner or later it will!)
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"You need a strong partner in IT"
Leigh Brotherston,
CEO Atlantech Hosted Solutions Limited |
With most consumer devices, we all take a few things about technology for granted.
- It was obsolete before we brought it.
- We will be tempted to replace it in a few years.
- As long as it works we don't tend to worry about it too much.
- If it fails, after poking around with it a bit we usually give up, resigned to the fact that it is not user serviceable.
- We will be distressed about its unavailability if we have come to depend on it.
- If we can afford it, the failure may provide a good excuse to buy a better unit.
- Our kids always seem to learn how to use it better/faster than we do.
With the development and consumerisation of the personal computer all the above holds true with the added bonus that when they fail, lots of people will come forth to offer conflicting helpful advice and assistance. The outcome of which is generally to make things worse.
In the context of your business, the term "Personal Computer" is a bit of a misnomer. It's true that it is for your personal use, but once connected in a network it (along with your value added input) has become a key component in the company's production line. Any failures in most modern computerised business systems will rapidly impact profitability.
All in all, when it comes to getting the best out of our investment in computer technology, you'll need expert help. Where do you get this assistance?
No prizes for guessing, yes, we are offering help. So what makes our help any better than the myriad of techies and wanabe IT gurus, consultants and large companies?
Predominantly Bad Experiences
Firstly, we too have been, and still are, "The Customer". We have been on the "receiving end" of a multitude of suppliers helpdesk systems. Some of these have been good, occasionally brilliant, but largely abysmal.
While waiting for people to "get back to us" we have had a long time to ponder over what makes the difference between brilliant and poor support?
The good ones have stood out because "an individual" went the extra distance, thought it through, followed up as though he was the customer, and most of all, was empowered to get the job done by the company he worked for.
The bad ones were generally the victims of poor organisation or sluggish bureaucratic systems where no one was empowered to deal with unexpected situations, or the approvals and escalation processes (designed to avoid costs) rapidly drove us into the arms of another provider (or to simply despair, as in the case of some monopolies).
A Blueprint for success
Winning is a matter of principle... and we take it very personally. There is something ineffable and insulting about a machine getting the better of us. None of our staff admit defeat easily, if ever. We know that there is always a way to fix a problem or to get the desired result, it's just a matter of logic and patient persistence.
Individuals are allowed to make decisions. We stand behind our staff in their quest to slay the dragon. We may not always be able to fully charge for the time they spend, but the knowledge gained and the satisfaction for both client and staff in having the problems solved brings a payback through appreciation and customer loyalty in a traditionally fickle marketplace.
As a team we back each other up. This extends even outside the company to friends and peers in other businesses. A community of knowledge contacts, keen to assist when fascinating technology turns weird and crazy.
We also draw upon the rich legacy left by mainframe companies who pioneered the way, adapting traditional IT discipline to fit the modern PC LAN WAN marketplace.
We combine this formula with lessons learnt from studying other similar SME Service based business models such as legal and accounting practices and advertising agencies.
We have come up with Atlantech... something a little different, bit more personal and a lot more effective.
You might be excused for thinking that all we do is fix faulty systems. Although this is quite often the reason behind the initial call out, our team is always on the lookout for opportunities to help people to actually enjoy and get a business benefit from their systems. This quite often involves sorting out the legacy of "good ideas", grown like topsy, and "Jack new all about it but he left!"
Problems
Fortunately there are very few computing problems that can't be solved with the combination of your money and our skill in spending it wisely. These days, with product prices falling, it's not so painful to make the investment and as you would expect, we can assist you in identifying opportunities to reduce business risks and increase profitability through lower transaction costs, improved user efficiency and all those good things.
Technology is frightening
Well, to most people anyway. Certainly, the pace of technology change means that even if you immerse yourself in it (and don't have a life) you will barely keep up. Strangely, for our younger staff it's a passion and a lifestyle. If we didn't employ them, they would be doing it anyway... they just wouldn't have as many toys. For the rest of us (the older part of the team) it's been a profession since the dawn of the PC. We've had time to get fit and learnt how to weave our way through the technology mine fields and come out winners.
Now let's prove it to you!
Leigh Brotherston.
CEO