You may not think much about the
technology that keeps your organization operating until something goes wrong. As companies increasingly rely on
technology, having the right provider
becomes imperative.
“The right technology partner can actually advance your business processes,” says
Mary Rodino, Chief Marketing Officer at
CIMCO Communications. “Providers are
core to the business’s ability to make
money and to keep clients satisfied.”
Smart Business spoke to Rodino about
due diligence when selecting a technology
partner.
Why is it so important to choose the right
technology partner?
Technology operations are really the
lifeblood of the company, and if you don’t
have a reliable technology partner, you
really can’t sell, provision or even bill your
customers properly. A technology partner
is an extension of your brand. It can really
make or break your brand reputation and
how it’s perceived in the marketplace.
What should a business look for in a partner?
First, a partner needs to have really
strong financial stability. You have to know
that the partner is going to be around and
that it has not had financial issues. Another
very important criterion is trust. Does the
partner actually take the time to understand your business? How does the partner
follow up on concerns? If you’re not sure
you can trust the partner and you experience some integrity issues even during the
sales process, there is a higher probability
for problems later.
We like to look at a technology partner’s
client list to see not only who the clients
are but also the longevity of those relationships. We always ask for three to five references. References are key because you can
ask them specific questions that are pertinent to your business.
How do you measure customer service?
Take a close look at the partner’s entire
customer service model. A lot of businesses, including ours, need 24-7-365 capability
and guaranteed response time. Not every
business needs that, but it’s very important
to make sure a partner’s customer service
model is going to match yours.
Make sure the partner you choose has
expert knowledge and experience in your
particular niche of the industry. Sometimes a company will be good in one area,
but it’s not going to be good for your company. Meet the staff members who will be
working on your account to make sure
you are comfortable with their level of
expertise.
Look at the ability of companies to be
adaptable. Can they change as your business changes? Does the partner offer dedicated account management, so you know
exactly whom to call? Is there a backup?
Does the partner provide any type of
proactive or preventive maintenance?
The technology partner should have a
model that allows it to scale its business to
meet your growth needs. If it’s a small
business, it needs to demonstrate that it
can bring in outside experienced contractors. If it’s an application that’s growing,
you may want a partner who you know
already has staff in place and will be able
to scale for your business.
What should business owners know about
their own company before choosing a partner?
The number one thing to look at is your
business plan. You have to make your revenue and EBITDA commitments, so it’s
imperative to look at what you need to do
to grow. Secondly, know the new products
and services on your product road map
that will be introduced to the marketplace.
Who is going to be the technology partner
to give you the most efficient and effective
way to bring those products to the marketplace? Third, you have to look inside
your own business. Do you have the ability to continue to service your customers
effectively as you grow?
What are some indicators that a business
needs to seek out a new technology partner?
Responsiveness to questions and to business needs is absolutely a first indicator.
Imagine that there’s equipment or software you have ordered and you need it to
meet a certain timeline. If there are delays
or the partner keeps missing deadlines,
those are big red flags to indicate you need
to look elsewhere.
Lack of scalability is another indicator.
Is your business growing but your partner
can’t keep up with your needs and
requirements? Then it may be time to do a
full review of the relationship and your
contract.
How else can a business choose between
prospective partners?
It’s very important to read the service
level agreements. It’s great when everything goes well, but what will happen
when things go wrong? And if it’s at all
possible, do a site visit to the partner.
You’ll learn the intangibles about its value
system, how it really operates and the professionalism of its people from visiting its
offices and meeting its team.
MARY RODINO is Chief Marketing Officer with CIMCO Communications. Reach her at (630) 691-8080 or [email protected].