Bay Computing simplifies office IT for clients by making expert technical expertise easily available. Rather than just supplying compliant technology, Bay Computing provides each client with a designated industry-specific specialized team of people to manage the implementation and ongoing optimization of their technology.
“Most IT services providers will assign one or two people to each client—a primary technician and maybe a backup,” says Kirk Harding, CEO of Bay Computing. “But history shows that the backup never really gets involved because over time the primary technician ends up taking over. That’s why we have our team-driven approach. We have four or five technicians assigned to a group of clients so they all get to know the client environment, and just as importantly, the people behind the business. If one person happens to be out of office or someone quits, we’ve still got great depth of knowledge when it comes to both their technical environment and their end users.”
For a time, Harding considered using Office 365™ to underpin his offerings, but he quickly realized it wouldn’t support Bay Computing’s business model. “They wanted to offer margins that were so miniscule that I had to get out the electron microscope to view them,” he said about Office 365. “They were also very adamant that they would not allow white-label reselling and so we looked elsewhere.”
“In the end, stickiness always comes down to whoever owns the customer relationship. You have to be in control to head off problems proactively and to show your value—otherwise, they start looking at the pieces of the build and say, ‘Well, why don’t I just do this by myself? Let me solve the puzzle- What do we need you for anyway?”
The need to integrate best-in-class technology with the professional expertise of his seasoned teams/veteran teams for his clients drove Harding’s search for a provider. Eventually, it took Bay Computing to Intermedia.