Published on February 26, 2014
How to enable “FIRST POSITION” technical advisor status to SMBs
SMB MARKET BY THE NUMBERS 22.5M of non-employer firms (2011) comprise 75% of all U.S. businesses. SMALL & MEDIUM BUSINESSES 50% OF TOTAL EMPLOYMENT IN THE U.S* LEADING THE WAY FOR A STRONG ECONOMIC RECOVERY IN 2014.** 62% 28M microand zeroemployee businesses of SMBs willing to pay $200 or more per month have someone devoted to IT needs full-time. $24B Market revenues for SMB technical support services will grow from $13.8 billion in 2012 to >$24 billion in 2016. NON-EMPLOYER ZERO EMPLOYEES MICRO SMALL 5-20 EMPLOYEES <500 EMPLOYEES Though very small firms (micro- and zero-employee businesses) are less likely to spend significantly on tech support, their sheer volume makes for an attractive target. Together with small and medium businesses, the sector represents a projected $24.07 billion in tech support services revenues in just two years’ time. 2 * Forbes.com ** Huffingtonpost.com Source: Parks Associates
SMB TECH SUPPORT BY THE NUMBERS 55% of SMBs experienced computer problems in the past year For SMBs, downtime = lost revenue The need for tech support abounds in the small to medium business sector, who rely on desktops & laptops to run their business 1.4M SMBs spend $1000 or more annually for technical support 45% of all SMBs with 1-20 employees report they have paid for tech support at least once in the past year Although tech support needs will vary by segment, there are common needs such as virus and identity protection for devices You owe it to your company and your SMB customers to maximize your relationships by providing the right kind of tech support. 3
SMB TECH SUPPORT INSIGHTS* NON-EMPLOYER MICRO SMALL MEDIUM ZERO EMPLOYEES 5-20 EMPLOYEES <500 EMPLOYEES 501+ EMPLOYEES Home or single office with remote/mobile employees Small enterprise with mobile/remote employees Medium enterprise with mobile/remote employees Help with new technology Help with new technology Help with new technology Help with new technology Protection (i.e. virus, malware, identity theft) Protection (i.e. virus, malware, identity theft) Protection (i.e. virus, malware, identity theft) Protection (i.e. virus, malware, identity theft) Security Security Security Replace/repair devices Replace/repair devices Replace/repair devices Replace/repair devices Device performance Device performance Device performance Device performance Wireless Wireless Wireless Wireless Printers Printers Printers Printers Extended device help Extended device help Prevent problems Prevent problems Fix problems before employees are impacted Fix problems before employees are impacted Mobile Mobile Email configuration and support Email configuration and support LAN management SUPPORT NEEDS Home/Connected Home including mobile & remote Security CHARACTERISTIC LAN management <6 PCs/laptops <6 PCs/laptops >6 PCs/laptops Multiple PCs/laptops Smart tablets/phones Smart tablets/phones Smart tablets/phones Smart tablets/phones Printer Printer Printers Printers Wireless network Wireless network Peripherals Peripherals LAN LAN 2+ servers INFRASTRUCTURE Multiple servers Installation Installation Usage, enablement and optimization Usage, enablement and optimization Reactive Reactive Mobile TYPE OF SUPPORT Mobile 6-10 PCs – Similar to microbusiness plus monitoring services Proactive managed services 10+ PCs: proactive managed services *Based on data accumulated from 14 years of PlumChoice support delivery to SMBs. 4 Note: Parks Associates and the SBA define micro as <5 employees; since those with fewer than 20 employees exhibit similar support needs and purchasing behavior, PlumChoice views the micro-business as 5-20 employees.
BECOME YOUR CUSTOMERS’ TRUSTED TECHNOLOGY ADVISOR By partnering with PlumChoice, you can build lifelong, profitable relationships with SMBs as a trusted technology advisor 5 PlumChoice provides: Products and solutions Program planning and implementation Tech services delivery Sales and care services Program launch Program optimization and growth
The Power of PlumChoice PlumChoice®, Inc. is a white-label services provider that helps top brands sell and deliver advanced tech support services that redefine excellence in customer and product experiences. Learn more about Fortune 1000 manufacturers, retailers, digital service providers, and software companies partner with PlumChoice to deliver highly differentiated customer experiences to SMBs and consumers through white-label solutions that support the entire technology lifecycle. PlumChoice helps its business partners deliver exceptional customer experiences that build deeper and more robust relationships. Resources Connect with PlumChoice Case Study: Communications provider boosted revenues by 20% per customer with premium support • Call 866-811-3321 • Visit www.plumchoice.com or Click here for questions, comments or inquiries Video: Customer Experience Continuum • Follow @PlumChoiceTeam on Twitter or PlumChoice LinkedIn Company Page © 2014 PlumChoice, Inc. All rights reserved. PlumChoice is a registered trademark of PlumChoice, Inc. in the United States and other countries. All other product and company names and marks mentioned in this document are the property of their respective owners and are mentioned for identification purposes only.
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