The Hidden Cost of Sticking with the Wrong IT Provider

We know the feeling.

It’s Monday morning and you have a full schedule ahead of you.

The whole team is ready to start working but… the system’s down.

Again.

We’ve all dealt with that recurring IT issue and spent hours on the phone, only to be met with “we’ll look into it”.

But you don’t have to settle for that.

If you’ve become accustomed to unreliable IT support, expect slow replies or know you should be getting better support from your provider, this is the article for you.

From the hidden productivity costs to missed opportunities from growth, we’re exploring the true price of settling for subpar IT support – beyond the monthly service fee.

The early signs of poor IT support

When you’re working with an IT provider, there are certain signs you can spot early on that may indicate future problems – or even signs that make you realise your IT support has been inadequate for a while!

These signs are clear indicators it’s time to start having difficult conversations before poor IT support leaves a lasting effect on your business.

Here’s a breakdown of some of the key indications you could be working with the wrong IT provider:

• Slow responses – you sit twiddling your thumbs, waiting for your IT issues to be resolved, with very little feedback on timescales
• Inadequate or temporary solutions – your problems regularly reoccur, with your IT provider only implementing short-term solutions, rather than getting to the root of the problem
• Inadequate or unclear Service Level Agreements (SLAs) – when working with an IT provider, you want to be sure you know where you stand. Poor SLAs mean you don’t truly know what’s included
• Too few system updates – if you find your productivity grinding to a halt because your software isn’t up to date, it’s time to raise it with your IT support provider
• Talking to a different person every time – ever explained your IT problem to ten different IT engineers, only to be met with different answers? The best providers assign one engineer from start to finish
• Little regard for cyber security – cyber security is essential in modern business; not just to protect your business from threats, but to stay compliant and prove to your supply chain and customers that their data is in safe hands.

So how can these signs escalate into long-term problems for your business?

The long-term impact of working with the wrong IT provider

Downtime

If your IT infrastructure isn’t operating effectively, you may experience frequent downtime – and the consequences can be costly. When businesses go offline due to IT issues, productivity plummets and revenue can take a hit.

Recent reports show that UK businesses, from small startups to larger enterprises, suffered billions in losses due to internet failures and millions of hours of disruptive downtime. The financial impact was particularly severe for SMEs, with those in the manufacturing and hospitality sectors feeling the strain the most.

While internet downtime can’t always be avoided, having a robust IT plan in place can significantly minimise disruptions. By investing in reliable infrastructure, proactive maintenance and effective disaster recovery strategies, SMEs can reduce the risk of outages and safeguard their productivity and profitability.

Don’t wait for the next outage to impact your bottom line – ensure your IT systems are prepared to support your business growth.

For internet connection quick fixes, watch this video.

Lack of innovation

If you’ve been working with the same IT provider for a while, it’s easy to settle for the same support year on year and say: “Well, this is how it’s always been”.

But the truth is that ‘good enough’ isn’t good enough.

As competition grows, it’s crucial your IT infrastructure supports your need for speed, productivity and scalability.

Plus, with more employees across different industries demanding flexible working hours or hybrid and remote working, it’s important that you can offer this if it suits your business.

IT providers that truly support your business offer a proactive, not reactive approach and plan strategically to support you in reaching your business goals.

Customer satisfaction

Your IT support doesn’t just affect your internal processes, but your customers too.

When your IT network isn’t up to scratch, customers may experience a delayed service leading to dissatisfaction and ultimately, loss of sales. Equally, if customers can’t get in touch with you because your systems are offline, this will cause reputational damage.

Security risks

DSIT’s Cyber Security Breach Survey from 2024 found that 50% of businesses and 32% of charities reported some form of cyber security breach, and that the cost of a breach averages £1,205.

The report also found that, whilst basic cyber measures are present across most organisations, just 22% of businesses and 19% of charities have a formal incident response plan in place.

Read our breakdown of the full report here.

Cyber attacks don’t just affect your business in the moment; they have long-term effects and financial costs that could impact your business further down the line.

If your IT provider isn’t providing a holistic cyber security plan that covers all the necessary bases, maybe it’s time to look elsewhere.

Reputation

Ask yourself, is your IT infrastructure able to support you in providing the best service to your customers? If not, it could tarnish your reputation.

Word spreads quickly, and poor service – occurring as a result of inadequate IT support – could create a negative opinion of your brand, leading to damaging Google reviews and loss of business opportunities.

Wider financial implications

If your IT provider isn’t doing its best to provide you with the best service, you could be overspending or underspending.

Take a look at your package and ask yourself whether you really need certain services, or whether you could be getting more for your money.

Why choose Hubtel IT?

Want to discover what good IT support looks like?

Find out more about our support here, browse our services  and get in touch to book a call and start your journey towards better IT support.

Written by Neil Bayliss, Director at Hubtel IT. With over 25 years of experience in the IT and telecoms industry, Neil specialises in providing solutions for customers looking to integrate their IT and telephony. Connect with Neil on LinkedIn or learn more about our services here.