If you’re a registered investment advisor (RIA), then you know that technology is critical to your success. You need systems that are reliable and fast so you can serve your clients well. That’s why it’s important to partner with an IT services provider that understands the specific needs of your firm and the financial industry in general.
In this article, we will discuss what RIAs like you can expect from your IT services provider, as well as some tips on how to communicate effectively with them when issues arise.
|Related reading: How much should an RIA expect to pay for IT services nationwide?|
When your apps or information systems experience an issue, you need to be able to rely on your IT services provider to resolve the problem quickly and help you avoid downtime. Your RIA firm can expect your provider to clearly communicate their standard response times for different types of issues up front. They should also have a way to prioritize requests so that the most urgent issues are addressed quickly, while the less critical ones are handled in due course.
Keep in mind, however, that response time is different from resolution time. Response time refers to how quickly your IT services provider responds to a request or inquiry. Resolution time, on the other hand, is the amount of time that it takes for them to resolve an issue once it has been reported. For example, your provider can acknowledge your request within an hour, but that doesn’t mean they can fix every issue in the same hour. That’s why it’s crucial to establish expectations for both response times and resolution times early on.
It’s not unusual for systems to experience problems from time to time. However, if the same issue keeps coming up, you should bring it to the attention of your IT services provider. They may not have resolved the problem properly the first time, which can cause unnecessary stress and frustration for everyone involved.
Your IT partner should be able to resolve issues permanently by the second time they occur. If there is a recurring issue that can’t be fixed, then they should work with you to find a workaround or alternative solution. For example, if your RIA firm depends on online trading and your provider is having trouble fixing an issue with your connection, they should be able to recommend another service that can help you continue conducting business as usual.
In some cases, IT services providers will wait for you to contact them before addressing any problems with their apps or systems. This is not ideal because it means that you have no idea what is going on behind the scenes until something goes wrong. That is why you should expect your provider to be proactive about contacting you when potential issues arise, as well as taking preventive measures instead of waiting until something breaks down.
Let’s say that your provider notices an issue with the server hosting your website. This isn’t something that is directly impacting your ability to conduct business yet, but it could cause problems in the future if left unchecked. Instead of waiting for you to experience website issues, they should proactively reach out and explain how they plan on fixing it before anything happens (e.g., by upgrading hardware).
Certain services may also require more proactive maintenance from IT providers than others depending on their nature (e.g., email servers are typically less prone to issues than other systems). That’s why it’s important that you understand what level of service comes with each type of technology being used at your RIA or financial advisory firm.
IT services providers should be proactive about contacting you when potential issues arise, as well as taking preventive measures instead of waiting until something breaks down.
You should expect your IT services provider to work efficiently and proactively to resolve any issues that arise within your IT environment without slowing down operations. They should also be able to provide you with regular updates about what has been done so far in order to address these problems, as well as when you can expect them to be resolved.
If your RIA firm is experiencing issues or you are dissatisfied with the service that you’re receiving, then you need to communicate this with your IT services provider. RIAs should expect their providers to be responsive and willing to listen when there are problems that need addressing. This is where a good ticketing system comes in; submitting a ticket is an efficient way to request support and is part of what should be an efficient system for resolving issues.
You can communicate your concerns by calling or emailing your provider’s support team, depending on how urgent they are; a phone call would be appropriate for more serious matters that need an immediate response, while an email may suffice if you’re not in such a hurry. If you don’t feel like your issues are being resolved satisfactorily, then it may help to escalate the situation to a higher-up within the company.
It’s important for you to know what to expect from an IT services provider to ensure that your RIA firm is getting the best service possible. By understanding the expectations that come with working with an IT partner, you can avoid any surprises and ensure your systems are running smoothly.
If you’re looking for an IT services provider that can meet your needs, contact us today. We would be happy to discuss our services with you and see how we can help make your RIA more successful through technology.