IT Voice

Author: seth

  • 5 Important IT checklists that no SMB should miss: Part-1

    5 Important IT checklists that no SMB should miss: Part-1

    IT checklists are a great way to analyze, understand and take the necessary steps to meet your IT requirements. In this blog, we discuss 2 of the 5 important IT checklists–Hardware/software and Cybersecurity.

    When creating a checklist for hardware/software purchase, use, and installation, answer the following questions.

    1. How do you determine what hardware/software is needed?
    2. What about installation? Who will be doing it? Incorrect installation can end up resulting in loss of time and, in case of faulty hardware installation, it can also mess up the new hardware
    3. What is the process for the procurement of new hardware and software? Do you have regular vendors who you approach or do you start looking for a suitable one once the requirement arises
    4. Establish a policy for operating systems, because not all hardware/software is compatible with all OS.
    5. What about updates, security patches, and upgrades? Who will be responsible for them and how often?
    6. Who is responsible for software installation when there’s a new user requirement
    Cybersecurity training can help reduce incidences of cybersecurity breach due to a lapse of judgment from your employees. Here’s what your cybersecurity checklist should cover- all security-related aspects of your IT. For example

    1. Create and implement a password policy that you want your staff to adhere to. Cover password hygiene, acceptable passwords, password sharing, reuse, password update rules, etc.,
    2. When someone quits your organization or no longer works in the profile that they were working in, how is the access issue addressed? Spell out the rules and regulations regarding the removal of a user from the network, changing passwords, limiting access, etc., Along the same lines, also cover new user initiation into the IT network.
    3. Include policies for data sharing–which data can be shared, where and by whom, who has access, the level of data access rights, etc.
    4. Spell out the plan of action to be taken in the event of a cybersecurity breach. Whom to contact, how to quarantine the affected systems, what steps are to be taken from the legal perspective (disclosure of the breach, data security violation penalties, and so on…) how to prevent such future events, etc.,
    5. Your cybersecurity checklist should not only cover the digital aspect of IT security, but also the physical aspect of it. Establish rules and regulations for physical access to data.
    Interested in learning more? Watch out for our next blog that offers pointers on IT training, data backup and BYOD checklists.

  • Can You Really Afford Not to Have a Backup Plan?

       
     
    According to Symantec SMB, 50% of SMBs admit to having no backup and disaster recovery plan in place. 41% of those surveyed confessed that they had never even given much thought to implementing a disaster recovery or business continuity plan. If you are one of them, then you really need to think about whether you can afford the status quo. Answering these questions will help you decide.
     
    1. How often is employee productivity and customer accessibility or service stalled each day from a downed network or system?
     
    2. How much downtime can your business truly afford and what kind of backup or recovery solutions are in effect when systems are unavailable?
     
    3. What level of IT support can be accessed? Can it be accessed quickly enough to minimize damage? Are you confident that your business can either be back online or be able to access lost data with minimal disruption, no matter what?
     
    4. Is your most critical data frequently backed up? Is the data on the personal laptops, iPads or Blackberrys of employees backed up? Are all backups stored in a location off-site and quickly accessible in the event of theft, fire or flooding? Are you using any custom installed software and is the supplier still in business should this software need to be re-installed or updated? Are account details, licensing agreements, and security settings somewhere on record, and is it duplicated off-site?
     
    5. Are your systems truly protected from theft, hackers, and viruses? Are passwords to sensitive data changed whenever employees leave the company or business unit?
     
    6. When was the last time you tested backup processes to ensure they are working properly? How quick were your back ups?
     
    Answering these questions will help you understand if you are needlessly bleeding money every day by subjecting your business to the high hourly rates, service charges, trip fees and wait times of on-call IT support. If you are an SMB, you don’t have to fear technology failure. A trusted MSP can help you resolve these challenges in a more effective and efficient manner.


  • Don’t make these IT mistakes as you grow!

    Don’t make these IT mistakes as you grow!

    During the course of IT consultancy, we come across a lot of clients who are not happy with the way their IT shaped up over the years. They feel their IT investments never really yielded the kind of returns they expected and come to us looking to change the trend. When analyzing the reasons for the failure of their IT investment, here’s what we come across most often.

    Not prioritizing IT

    This is the #1 mistake SMBs make. When focusing on growing their business, most SMBs think marketing, sales and inventory, but very few consider allocating resources–monetary or otherwise towards IT. IT is seen as a cost-center, rarely prioritized and any investment in IT is made begrudgingly.

    Going for the fastest, latest or even the ‘best’ technology–which may not be the best for you

    This is in contrast to the issue discussed above. Many SMBs realize the key role that IT plays in their business success. But they tend to get carried away and invest in the latest IT trends without considering whether it fits their business needs well, or if they really need it. Sometimes it is just a case of keeping up with the Joneses. But, why spend on the fastest computers or largest hard drives when you get only incremental productivity benefits?

    Your team is not with you

    When you bring in new technology or even new IT policies, it is your team that needs to work on it on a daily basis. If your staff is not on the same page with you, your IT investment is unlikely to succeed. So, before you make that transition from local desktops to the cloud, or from Windows to iOs or roll out that new BYOD policy, make sure you have your staff on your side.

    You are not sure how to put it to good use

    The lure of new technology is like a shiny, new toy. Investing in something popular and then not using it to its maximum is commonplace. Make sure you make the most of your investment in IT by providing your staff with adequate training on how to use it.

    IT can seem challenging to navigate when you have to do it all by yourself. It entails steep costs when taken care of in-house. Add to that the complex task of deciding what IT investment you will benefit the most from and then training your team to use it…all of this is pretty daunting when you have to do it all by yourself. A MSP has the experience and expertise needed to be your trusted partner and guide in these challenges, helping you make the most of your IT investment.

  • How the Coronavirus crisis is the gateway to the other kind of virus

    How the Coronavirus crisis is the gateway to the other kind of virus

    To say the COVID-19 pandemic gave the whole world a tough time would be an understatement. Economies collapsed, joblessness rose, people lost their loved ones and livelihoods to the disease. Adding to this situation was the need for social distancing and self-isolation which took a toll on mental health of millions across the world. 10 months into the pandemic or perhaps even before, people started growing tired of it and just when it seemed like humankind will give up collectively, there was a light at the end of the tunnel–Vaccines.

    While the news of the first vaccine being approved and then administered in December 2020, was a huge victory for humankind and rightly welcomed with claps and cheers, cybercriminals were cheering too. For cybercriminals, this was a great opportunity to exploit the eager, mentally fatigued and vulnerable populace. Emails were sent with phishing links disguised as genuine which urged the recipients to fill a form to access their vaccination schedule and vaccine information. Some emails were made to look like it came from the FDA, United States CDC or the NHS (UK). Some had attachments that required recipients to download them and run exe (executable) files that planted malware into their systems. “E-commerce” sites were created overnight on the dark web and enticed people into ‘placing orders for vaccines’ at $250 each, in the ‘Black market’.

    The point is, this is not the first organized cybercrime modus operandi and certainly won’t be the last. So, how do you protect yourself? Here are a couple of tips.
    • Do not download or open attachments or click on links from unknown, unverified sources or a source that you don’t trust.
    • Sometimes, the email or message may seem to be from someone you trust, but their account may have been compromised and used to send out the malicious link or attachment to you. Or, there may be a slight variation in the email ID (spelling), so while you get the impression it is a genuine email, the reality is different.
    • If something doesn’t add up, or if it doesn’t feel like the message was in fact written by the person you know, either ignore or call and verify if they did indeed send it to you.
    • Install firewalls that have the capability to identify and block dangerous sites, so you will be alerted of possible security threats and inadvertent clicks won’t take you to dubious clone sites
    • Make sure your antivirus software is up-to-date
    From a business perspective, discuss a strong cybersecurity plan of action with an MSP. This includes investing in the right anti-malware tools, ensuring all your software programs are updated, and updating security patches released by your software vendors as soon as they are available. Educate your staff on common cybercrime tactics so they don’t accidentally expose your IT network to cybercriminals.

  • THE BEST WAY TO RESOLVE PHONE SYSTEM FAILURE FAST


    With a complex problem of having a phone system failure, it’s crucial to not only understand what’s been going on with your phone, but to also articulate the problems to your technician. Don’t worry, most people would start sweating at the thought. But if you’ve been through this process, you’ll be an expert in no time. The biggest piece to this puzzle is documenting every occurrence as it happens. In addition to our whitepaper, we’ve created a System Failure Log for you to record your phone system fails. This log is so important to your technician because you’ve provided them with enough data to solve your problem in a timely manner.


    The hard work has already been done! They’re interested in your business but the technician’s primary goal is getting your phone back and up running. If you can provide him with this type of information, you’ve expedited the process. Save your business and yourself some time and record every occurrence of your system not working. And when your phone system fails, you’ll be ready and able to resolve the problem faster.


    Our guide, Why phones fail: a guide to getting help faster, instructs you on the significance in documenting your system failures. Download your free copy!

  • Don’t sign up with that MSP just yet!

    Don’t sign up with that MSP just yet!

    The decision to sign up with a MSP is a big one–you are essentially trusting someone with the backbone of your business–your technology infrastructure, so you need to make sure you pick someone with whom you can have a mutually beneficial, long-term relationship. This blog discusses what you need to know before you sign up with a MSP.

    Values: Your MSP is your technology partner and for your partnership to be smooth, make sure you pick a MSP whose core value system matches yours as a business.

    Knowledge, skill set and experience: Does your MSP have the skillset and the resources to cover all your IT needs? Are they experienced in working with SMBs? How long have they been in the business? Make sure you have satisfactory answers to these questions before you bring your MSP on board.

    Flexibility: Does your MSP let you pick and choose whatever services you want, or do they sell it as a fixed package? Having the option to choose what you want lets you invest your money where you really need to.

    Service and support: You are opting for a MSP so you can get solid IT support–the kind you can’t get with an in-house IT team owing to resource constraints. So, make sure your MSP will actually provide you that. Talking to their existing clients can help you figure out how good they are in terms of service and support.

    To have a MSP manage your IT needs successfully, you need to create a strong partnership with them, where they help you grow and are agile enough to scale up or down to suit your business demands. There are plenty of MSPs in the market, but not everyone will fit well with your needs.

    Our recent whitepaper explores this in detail as it discusses the 8 things you need to know before you partner with a MSP for your IT services. Please click here to download the whitepaper.

  • FIND A SOLUTION FOR YOUR FAILING PHONE SYSTEM


    There’s nothing more frustrating in business than not being able to sell your products and services. I’m sure you can relate to this frustration when your conference line goes out in the middle of a client call. How about when your entire phone system goes down, and you can’t receive inbound calls?

    Your job description didn’t come with a how-to guide on fixing your phone systems. All you know is that your salesforce can’t sell, you’re mad and your phones don’t work. This blog series is here to help turn that silent receiver into a custom working solution. As a phone system customer, you need to be educated on having the right phone system, provider, and partner. Sacrificing in one of these areas will create friction and ultimately hurt your business.

    When the storm comes and takes out a near power line, how will your phone system provider respond?

    Providers, at large, care about the dial tone not the conversation that happens when you’re on the phone. All you care about is getting your service back up and running.

    Here are some initial questions to process and answer when a crisis occurs:

    • What are your main priorities for a new solution?
    • What are the main features and/or functionalities necessary with a new solution that will help your company focus on growth?

    This will help your current or new provider diagnose your situation and keep workflow steady.

    “The most successful innovations are the ones that we stop noticing almost immediately. We often don’t appreciate the things we would least like to give up.” Virginia Postrel, author of The Substance of Style



    If you are dealing with an older system, it’s recommended you document the age of the system. Your new provider may offer a new solution or send a software update to your existing system; however, old systems are limited in what they can offer. Over the years, phone systems have continued to evolve with the digital revolution. It may be time to cash in on that 20-year-old equipment.

    Ultimately, solutions vary on business needs, but you can only squeeze so hard until it starts to hurt. Large providers don’t want to touch old systems. It’s too much time on their end and a new system is the easier play. A new system may not even be in your budget or be the best fit for your needs.


    That’s why you need a checklist for maneuvering your crisis. Download and fill out our complete Service Recovery Checklist for getting your system back up and running.

  • IT Managed Services Providers: Your 7 Questions Answered

    Benefits of Hiring an IT MSP You May Not Have Considered 

    (more…)

  • BUSINESS TELEPHONE TECHNOLOGY: WHAT YOUR TEAM WISHES YOU KNEW


    If you haven’t taken the time to hear from your team about their needs when it comes to phone technology for business, now is the time. Your customer service agents are down on the ground, interacting with customers, using the phone system day in and day out. They are aware of its strengths and its weaknesses. They know what the customers are asking for specifically, and they can direct you toward making the right investments while you’re upgrading.

    DIRECT LINE ACCESS

    The whole concept of a central operator that takes all calls and directs them appropriately was designed for efficiency. The automation of this process with numerical menus was designed to save labor. However, the one thing that many customer service agents want is the ability to have their customers contact them directly. If a call gets disconnected unexpectedly, or if they are working on a long-term problem with a customer, they may be waiting on a callback. If the customer has to navigate the entire phone menu every single time, or if they are automatically directed to the next available agent, they may not be getting a continuous level of service throughout their resolution.

    WILLINGNESS AND DESIRE TO GO MOBILE

    If you’re looking for ways to advance your technology without spending a ton of money, you’re in luck. Many of your employees are probably willing to use their personal phones for business simply because they are more comfortable with their own devices. In fact, they may already be directing customers to call them on their personal cell phones rather than wading through a convoluted phone menu because it is more convenient. Survey your team and see if they are willing to use their phones to expand your network, especially if you have WiFi available that will cover their messages and online time. Plus, many employees are actually willing to answer limited calls after hours if they are concerned about keeping a customer relationship healthy.

    THE WEAKEST LINK

    When it comes to phone technology for business, each solution needs to fit the environment. Even with a completely custom phone system in place, your team is probably aware of the single weakest link. They may be struggling with call quality, faulty headsets, slow loading screens when pulling up customer data, or something else. If you were to conduct a survey of your team and compare their answers, you will likely find one particular issue that irks everybody on the team. Your team may also be able to give suggestions for how to fix it or tell you how they work around the issue altogether.

    Your team is your greatest asset when it comes to solving issues with your phone technology for business. Remember, they are intimately familiar with the system you have in place, and it is in their best interest to give you real insight into how it works. The better they describe their problems, the easier it is for you to fix them and for them to do their jobs in the future. They can help you directly by showing you problems with your current system as well as opening up their lines and their personal phones for more access at little additional cost to you.


  • BENEFITS OF THE INTERNET FOR CUSTOMER COMMUNICATIONS


    The Internet plays an integral role in the way people communicate today. In fact, it has become so prevalent that sites that were once meant for entertainment only have become a huge part of the customer service industry. The Internet is a nearly limitless resource that allows you to offer online customer service through a variety of avenues at once.

    CHAT AND EMAIL SUPPORT

    Many people these days are fed up with sitting on hold on their phones for customer support. Instead, they prefer to send a quick chat message or email, and then get back to their busy lives. This is an online customer service tool that has revolutionized the way customers get the help they need. It frees up the customer to do their own thing while they wait for a response, which will be waiting for them when they return. It is far less disruptive to the customer’s life. Most importantly, today’s business phone systems allow chat and email support to be fully integrated with your phone support system so that a single customer service agent can answer queries from multiple sources using only the equipment that they already have in front of them. This leads to faster response time and better results.

    SOCIAL MEDIA SUPPORT

    Social media was invented for the purpose of helping people form connections with other people. Over time, it became apparent that it was a useful outlet for customers to share their experiences with service providers, good and bad. Some companies have found a way to take advantage of these sites by providing customer service directly through their social media accounts. Due to the nature of social sites like Facebook and Twitter, it is possible to turn a bad experience around and even gain new followers or referrals in the process.

    VOIP SUPPORT

    Of course, even phone technology has changed with the help of the Internet. VoIP phone systems use the Internet to transmit voice data, placing phone calls through your network instead of through a dedicated landline. In many cases, this has become synonymous with cost savings, efficiency and greater reliability. VoIP systems are also built to interface beautifully with CRM software and other tools, which allow customer service agents to share information across multiple departments instantly. More available data means more accurate service and higher satisfaction rates among customers.

    Online customer service is becoming more and more prevalent as the days go by. It appeals to the younger generations as a more convenient way of handling their business but has taken off among older customers as well. One of the most interesting parts of online customer service is that customers often don’t realize how much they want it until it becomes available. Once it’s available, it becomes a huge hit.