Proactive vs. Reactive IT Support - GroupOne Consulting, Inc.

March 17th, 2016 / Blogs

Ah, your office network. It’s great, isn’t it? Filling orders, keeping track of customers, instantly giving you everything you need for a full day of productivity. And then – zap – your server goes down. Suddenly, your full day of productivity transforms into a nightmare of calling your IT support provider, begging them to fix it and inundating them with questions:

“How long will it be?”

“What’s the problem?”

“Can I get back on today?”

Faithful readers, what we’re dealing with here is a scenario involving a business who hires a reactive IT support provider. Meaning, when something breaks, they endeavor to fix it, leaving you at their mercy. Here’s why you should dump the break/fix company in favor of a proactive IT support provider.

The Waiting. The Waiting. For the Love of God, THE WAITING.

You’re down. You’re floating on the busy “Sea of Commerce”. All your competitors are happily sailing by, waving to you as they take care of business. And there you are – adrift, waiting for your rescue boat to arrive, which is never in as big a hurry as you are. This is par for the course with a reactive IT support partner. However, with a proactive IT support partner, it’s extraordinarily likely the problem that caused the server crash in the first place would have been caught by their network monitoring well before the crash occurred. Waiting avoided. You just steered Titanic clear of that iceberg.

Even the Smallest Problems Become a Big Problem.

Let’s say your network didn’t go down. Say one of your applications just won’t work properly. An irritation, but usually not catastrophic. Would you rather call your break/fix slowpokes and try to have them talk you through support over the phone – or worse yet – hear them say, “Okay, we’ll head that way,” or would you prefer your IT support provider to instantly remote into your workstation, fix the problem, and have you back to work in minutes? Or better yet, a week beforehand, they see a licensing issue with your application and handle it themselves without even involving you, your business, or your productivity. Which do you prefer? That’s what we thought.

It Shouldn’t Have Happened in the First Place.

The main point is that a good proactive IT support partner should have the ability to catch almost all network issues before they actually become issues for their clients. Without having to travel to the client’s business. Without even having the client know there was ever an issue. Proactive IT support is designed to prevent issues before they happen. Reactive IT support is designed to remedy issues after they happen.

Find Plenty of Proactive IT Support at GroupOne.

Tired of your ship floating adrift? Shoot us a signal flare, and GroupOne will sail to your rescue. Plus, we’ll batten down your hatches with our proactive IT support, so you’ll enjoy smooth sailing for the rest of your days.

Written by Chris Wiegman