What B2B Companies Should Look for When Outsourcing Web Development Services

Have you thought about expanding your reach and servicing more of your clients’ needs?Establishing a relationship with an experienced IT firm might be the smartest business move you make this year. Here are five things to look for when searching for your new IT team:

1. Customer Support
2. Communication Skills
3. Appropriate Staffing
4. References
5. Transparency

1) Customer support
Make sure the IT team has the best interest of your customer in mind with every decision. If your customers are used to getting quick phone response from you, but you get a slow email response from your provider, it could make your customer lose confidence in your ability.

First you need to decide how your relationship with your customer and IT provider will work:

• Will they be contacting the customer on your behalf? Or will you be the only point of contact.
• Sign a non-compete agreement and work out the details of how any future sales will go. For example if your customer contacts the IT company directly to perform services, we provide 25% commission for 12 months.

2) Communication skills
We are in the communications business. Choose an IT team that can help you understand the technology that you are providing to your clients.

• Are they able to clearly explain the technology? Is it scalable? Secure?
• Are they able to provide valuable suggestions for new technology.
• Are they able to explain the technology without sounding conceited or making the client feel stupid?

3) Appropriate company size
When searching for an IT team that is the best fit for your needs, ask yourself, “What size should my IT team be?” Will you need backup staff with 24/7/365 support, or will a one-person shop be enough?

• An IT firm that is too large for you may not provide the level of customer service that you need. Imagine your customer calling because they need a change and your IT service provider not getting back to you for three days. That reflects poorly on your business.
• A firm that is too small might not be able to manage your project effectively. While forming a relationship with a single programmer can be beneficial, you have to keep in mind what that individual will be doing in 2 years? Will they take a job with a larger firm? Will they still be available when their work needs to be updated?

Decide what staffing your IT team should have:

• Will you need a dedicated project manager to keep the project on schedule?
• Is it easy to get in touch with the CEO if your project manager is not responsive?
• Will you need a backup programmer, or project manager to keep you covered when IT staff are on vacation or sick?
• Can they grow with your team to keep pace with you and your client as your success grows?

Dependability
We all are human and humans make mistakes – will they make it right? Don’t be afraid to ask, “So what happens if this thing fails?” When I was just starting out, I remember the first time a customer asked me, so what happens to our website if you die?” I wasn’t prepared for that, but I have since put a contingency plan in place to make sure the world keeps turning long after I am gone.

Project management
Does the IT team have a good process for managing projects. Some projects last several months and have many revisions. Make sure your IT team has proven methods for tracking progress, storing important files, passwords and data, for keeping the project moving in a positive direction. Someone has to manage the project.

4) Check references
Of course you wont get references from them from unsatisfied customers and, even if you do, people aren’t likely to dis their web provider, so be sure to ask specific questions:

• How long have you been working together?
• What is your strongest attribute? Let this answer come and keep digging until you get to the positive compared to the negative attributes.
• What kind of work have you done?

4) The truth will set you free.
Maintain transparency with your customers. My company has provided web programming services for a variety of design firms. Although direct contact between the programmer and the customer isn’t always imperative, good communication is. If there are too many steps in the communication process, then there are more likely to be errors. I recommend introducing everyone involved at the beginning of the project via phone, email or chat. Then appoint one point of contact on each team. It’s okay that your customers know that you are not the geeks behind the website. The reason they work with you is because of your style, skill, or whatever reason makes it a good fit. They will most likely be relieved to not have another company they have to deal with and that you will be there to make sure their brand and message are consistent across all marketing channels. So, build on your existing relationship and create more work.

This article first appeared in the August issue of Media Inc.