We’ve identified the top 10 issues B2B and Not for Profit (NFP) organisations have highlighted to us over two decades as reasons for switching from their previous IT partner to Greenlight Computers. 

Like any other IT service company, our business depends on the quality, skills, and attitude of our team. However, we’ve implemented processes to address many of the challenges mentioned in this list, which we’ll briefly describe below. 

For more in-depth information, please feel free to contact us for an informal chat via Teams or in person. 

What are B2B & NFP companies‘ most common issues with their IT support? 

Companies often face several common issues with their IT support, impacting productivity, security, and overall business operations. Here are some of the most frequent problems our B2B and NFP clients experience with their IT support: 

Slow Response Time 

• Problem: One of the top complaints is that IT support teams take too long to respond to issues, leading to prolonged downtime or delays in resolving critical problems. 
• Impact: Slow response times can cause operational disruptions, missed deadlines, and frustrated employees, ultimately affecting productivity. 
• Greenlight Computers Solution: Greenlight has a strong team of 1st, 2nd, and 3rd-line technical staff typically operating to SLAs of 1 hour on P1 (Server or network down) and 4 hours on P2 (Users can’t work). Our Technical staff can work onsite for clients, our 2nd-line technicians are mobile and available to visit client premises as and when required. 

Lack of Proactive Support 

• Problem: Many IT support services focus on reacting to problems rather than preventing them. This lack of proactive monitoring and maintenance leads to recurring issues. 
• Impact: Recurring technical problems can increase downtime, frustrate employees, and waste company resources. 
• Greenlight Computers Solution: Greenlight Computers has adopted a policy of employing ‘client sector’ experienced professionals as account managers who are familiar with the support needs of organisations within the B2B and NFP sector.  Our account management team regularly reviews support tickets to identify patterns of concern and address them proactively. We encourage clients to share their business strategy so we can recommend appropriate IT upgrades or changes to support their goals. 

Limited Industry Expertise 

• Problem: IT support providers who do not fully understand a company’s goals, operations, or industry may recommend solutions that don’t align with business needs. 
• Impact: This can result in ineffective solutions, wasted resources, and missed opportunities to leverage IT strategically for business growth. 
• Greenlight Computers Solution: Our technical staff are regularly trained to meet industry-specific standards, and we select vendor partners with a strong industry focus to deliver both generic and sector-specific IT solutions. 

High-Cost Surprises 

• Problem: IT support can become expensive, especially when it’s outsourced on a pay-as-you-go basis or when businesses are frequently presented with unplanned upgrades. 
• Impact: Unpredictable and escalating IT costs can strain budgets, especially for small and medium-sized businesses. 
• Greenlight Computers Solution: Within the first three months of working with a new client, the Greenlight Computers account manager will produce a draft 24-month IT budget. This document acts as a shared IT plan and minimises any chance of financial surprises for either party. 

Lack of Scalability 

• Problem: As companies grow, their IT needs change. Smaller IT support providers struggle to keep up with the increased demand or lack the flexibility to scale services accordingly. 
• Impact: Without scalable IT support, companies may face performance bottlenecks, security vulnerabilities, and inefficiencies as they grow. 
• Greenlight Computers Solution: We work with clients to ensure their IT solutions are fully scalable to accommodate growth. We use global vendors to ensure the scalability of hardware, software, and cybersecurity. We also maintain a robust set of accreditations, often required by our clients and their clients in turn. 

Security Vulnerabilities 

• Problem: IT support teams that don’t prioritise or stay updated with security best practices can expose companies to cyberattacks, data breaches, and compliance violations. 
• Impact: Security lapses can result in financial losses, legal issues, reputational damage, and loss of customer trust. 
• Greenlight Computers Solution: We prioritise security and work to protect our clients from cyberattacks. Our team is always involved in responding to security audits and uses the latest AI antivirus technologies to protect against evolving threats. 

Inadequate Backup and Disaster Recovery 

• Problem: Many companies lack comprehensive backup and disaster recovery plans. 
• Impact: Losing critical data or suffering from long recovery times can cause significant operational disruptions and damage the business in the long term. 
• Greenlight Computers Solution: Greenlight Computers partners with Acronis to back up data and recover from disasters. We also implement a daily backup check and rerun to ensure the reliability of our backup processes. 

Poor Documentation 

• Problem: Many IT support teams fail to document processes, issues, and solutions properly. 
• Impact: Lack of documentation makes troubleshooting recurring issues difficult, onboarding new IT staff, or transitioning between service providers. 
• Greenlight Computers Solution: We build comprehensive technical documentation for each client and use our centralised ERP system to associate this information with support tickets, updating documentation as and when required. 

Outdated Technology and Tools 

• Problem: Companies relying on IT support that don’t upgrade or recommend updated tools and systems may find themselves using outdated software and hardware. 
• Impact: Outdated technology can slow down business processes, reduce productivity, and increase the risk of security vulnerabilities. 
• Greenlight Computers Solution: Our technical team is given significant study time to enable them to keep their skills up to date and fully understand the latest technologies. We also use software tools to monitor for vulnerabilities and recommend solutions. 

Vendor Management Issues 

• Problem: Companies may rely on multiple third-party vendors for their IT infrastructure. Poor IT support can result in inefficient vendor management. 
• Impact: Without proper vendor management, companies can face compatibility problems, project delays, and higher costs. 
• Greenlight Computers Solution: We offer a “single point of service” delivery model, allowing clients to raise support requests for both Greenlight Computers and third-party vendors. We also regularly sit client-side in negotiations for significant capex transactions, acting as advisors to ensure new solutions fit the purpose. 

Conclusion

To avoid these common IT support issues, Greenlight Computers endeavours to be proactive in our goal to become the best IT partner for B2B and nonprofit organisations. We offer responsive, proactive support, strong communication skills, industry-specific expertise, security-focused solutions, and scalable, customised services. A robust IT support partner can significantly improve business efficiency, security, and growth while minimising costs and downtime. 

Are we the next step for you?

Contact us to have that conversation.