SMBs Value Innovation Expertise When Selecting Technology Partners, New CompTIA Research Reveals

Information technology (IT) companies looking to engage or expand their work with small and medium sized businesses (SMBs) would do well to highlight their expertise and innovations skills, new research from CompTIA, the IT industry association, reveals.

Among 500 companies surveyed in the national study, 46 percent of SMBs said they look to outside IT firms when they need greater expertise and new options.

Equally telling, a lack of innovative technology solutions is a significant reason why some SMBs choose to switch IT firms.

“IT firms that want to maintain their relevance with SMB customers must move from the management of isolated technology pieces to management of the overall structure,” advised Seth Robinson, senior director, technology analysis, CompTIA. “By doing so they are better positioned to drive technology decisions that align with the customer’s business needs.”

Over 70 percent of SMBs used an outside IT firm at least occasionally over the past 12 months. The typical engagement centered on traditional and tactical IT activities, such as repair, troubleshooting, installation and integration.

The CompTIA study identifies several areas where technology firms can leverage current routine activities into more strategic engagements. A few examples:

• Web Design – Simple management or upkeep of a standard web presence can be expanded into a broader digital transformation where products and services reach new audiences thanks to enhanced online and mobile efforts.
• Cloud Computing – This catch-all term covers routine services, such as data center hosting. But even these services can lead into a multi-cloud architecture that businesses of all sizes are pursuing.
• Analytics – While this is one of the least common services now provided by outside firms to SMBs, a heavier reliance on data for decision-making may prompt small companies to explore new options. 

A major challenge for channel partners working with SMB customers is the raw dollars that small businesses spend on technology. Two-thirds spend less than $100,000 annually on technology and 29 percent spend $10,000 or less.

But that may be changing. Two-thirds of the companies in the CompTIA study say they plan to increase their technology budget. Nearly half say they would be willing to increase their budget if presented with an innovative solution that could enable new business processes.

The research confirms SMBs are generally satisfied with their technology solution providers, though they do not always view their provider as a “trusted advisor.”  

“This suggests there may be opportunities for solution providers to better meet the needs of SMB customers,” noted Nancy Hammervik, senior vice president, industry relations, CompTIA.

“Through education, training, business credentialing and other tools, solution providers can improve their odds of success in a rapidly changing SMB landscape” said Hammervik.

CompTIA’s Enabling SMBs with Technology study is based on an online survey of 500 SMB executives and professionals conducted in the United States in December 2014. The complete report is available at no cost with a simple registration at http://www.comptia.org/resources/enabling-smbs-with-technology.

About CompTIA
CompTIA is the voice of the world’s IT industry. Its members are the companies at the forefront of innovation; and the professionals responsible for maximizing the benefits organizations receive from their investments in technology. CompTIA is dedicated to advancing industry growth through educational programs, market research, networking events, professional certifications and public policy advocacy. For more information, visit CompTIA online (http://www.comptia.org/).