How To Escape A Relationship That Simply Isn’t Working
I was recently chatting to a client, a managing director of a multi-site law firm with around 150 employees and I was astonished to hear that internal service tickets had skyrocketed due to the poor performance from their existing IT provider. Poor performance had led to frustration and billable hours being lost. It has also had an effect of increasing the workload of the internal IT manager. He ended up taking on over 120 of the 150 tickets raised as a direct result of poor service from the partner. Due to a lack of confidence and faith, only a small proportion of these tickets were sent to the supplier, the rest landed on the IT Manager’s desk.
Instead of removing the ‘IT headache’, the supplier was dramatically increasing it as well. Taking the IT Manager’s focus away from adding value to the firm, leaving him firefighting the issues they should have been managing.
The MD explained they felt backed into a corner. They were in a long contract, the supplier seemed to have no empathy and there was a great sense of fear and risk with the thought of moving to an alternative supplier. The MD needed an early contract termination.