SME tech support market booms

service was the first to integrate communications, data services and technical support on a nationwide level, reports eWeek.com.

Written in co-operation with PlumChoice, a provider of remote technical services in the next-generation Service 2.0 model, the white paper, “The Opportunity for National Brands in SME Technical Support Services”, draws on data from “SME Demand for Technical Support Services”, which is based on a survey of owners, managers and IT support decision-makers from US SMEs.

”SMEs' technological needs are getting increasingly complex, with mobile devices creating new challenges, and the cost-benefit ratio tilting toward professional technical support,” said Kurt Scherf, VP, principal analyst, Parks Associates. “The cloud, virtualisation, and greater flexibility via remote access are all key trends driving this market. National service providers, with their existing footprint, are in a prime position to seize this market opportunity.”

Parks Associates' research found that more than 35% of SMEs have used professional technical support for server issues, the most problematic area for SMEs, reports BusinessWire. However, new mobile technologies are starting to command more support attention. SMEs lose approximately 3.2 hours per month troubleshooting mobile phone issues, while they lose 3.4 hours to server issues. As a result, more than 30% of SMEs desire remote technical support for their company mobile phones.

The research concludes that companies seeking to establish a foothold in IT support services for small businesses need to offer support across a wide range of products and services, including servers, smartphones, work stations and tablets, according to BusinessNews Daily. Additionally, they must offer those support services in a timely and convenient manner for their customers.