CEO Best Practices

Why You Should Ditch Using the Break/Fix Model Immediately

Ah..the old “break/fix” model. The one where customers call up a service when they have a problem, so they can be helped  over the phone or eventually have the service visit their office. This is the model that is completely counterproductive. The model that no longer makes any sense to keep using. The one that should never be used again if you’re an IT decision maker at your company.

If you’re still relying on the break/fix model at your business, it’s time to dismiss it and swap it for something way more useful. Here’s why.

It’s Reactionary and That’s Not Good

The break/fix model wastes time, and as most businesses are fully aware, time is money. Every time you have an IT issue and you have to call someone up to help you troubleshoot a problem, your business is at a standstill. Nothing can be done until the problem is fixed. Whether it’s because you can’t access a file in your system or your whole network is down, it’s affecting your business minute by minute.

Ultimately, the break/fix model is outdated. It’s reactionary. It once worked well, but now with more advanced technologies, more complex problems can arise. That being said, there are many IT services companies now have the ability to fix these kinds of problems before they even occur. They work on a preventable basis, making repairs before “the lights go out,” usually without anybody knowing a problem occurred.

After all, why would you take the car when a train is way faster and less expensive? Catch our drift?

It Doesn’t Look Good for Your Customers

Companies who are still using the break/fix model can be causing a lot of tension between themselves and their customers.  Let’s say you’re a doctor, and all of a sudden, your system is down. You can’t access your patients’ files. You can’t send over a prescription for a patient who is calling in with extreme pain. While not every business is a doctor’s office, you can see how a small IT problem can quickly cause your customers to suffer. Now, you need to wait on the phone for someone to help you. All this time wasted can really make your customers think less of you, despite it not being your fault.

Or, is it? By relying on the break/fix model, you’re automatically doing your customers a disservice, even if everything is working at the present moment.

The Break/Fix Model Isn’t Helping You, Either

If your customers have to be on hold while you’re waiting for your system to be back up and running again, you are losing money and you’ve shot a good reputation. Sometimes, this “hold” can take anywhere from a few hours to a few days. Every second the clock ticks, money is being lost. In addition to that, you’re also going to have to pay money to the company that’s doing the repairs and who knows how much that’s going to cost? Nobody in business has said they prefer unpredictability!

Yes, problems happen. People aren’t perfect, and businesses are certainly not, either. Not everything is preventable. But, is the break/fix model something you think you want to keep using, or that you even have the option of using? You can help yourself by ditching the break/fix model immediately.

The Bottom Line

Because of these reasons, a majority of IT companies have switched over from the break/fix method to something much more reliable. If you’re an IT decision maker for your business, we’re here to tell you it’s time to do the same. Smeester & Associates will help manage your technology and fix problems BEFORE it happens. We do this all at an affordable rate, so you can go about your business worry-free.

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