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Hidden costs of slow IT support: Why Businesses waste more than Time

In today's digital world, efficiency is the key to competitiveness. Companies invest in automation, cloud services, and collaboration tools, but they often overlook one important factor that imperceptibly reduces productivity: delays in IT support.

Software errors, system freezes, and access problems happen in any organization. But how long does it take to solve them? If employees wait hours, and sometimes days, for IT specialists to respond, this means not only a loss of working time, but also additional costs that are not always obvious.

Most companies use the traditional IT support model: an employee sends a request, waits for a response, receives instructions, tries to figure it out... If it doesn't work out, a new cycle of letters or calls begins.

This approach is ineffective:

  • Workflows are slowing down as employees wait for technical issues to be resolved.
  • The burden on the IT department is increasing, as specialists are forced to spend time on recurring requests.
  • Employee engagement is falling, because no one wants to waste time due to technical problems.

According to Gartner, every minute of IT system downtime costs large companies $5,600. Of course, not every call to tech support leads to such high losses, but if an average employee loses 15 minutes a week waiting for IT help, this translates into 6,500 hours of losses annually in a company with 500 employees.

Today, companies are moving from a reactive model ("let us know about the problem and we will solve it") to a proactive one — IT services are given the tools to respond quickly without long waits and complicated instructions.

An example of this approach is the Remote Support Portal, which allows you to:

✔️ See the user's screen and diagnose the problem in real time.

✔️ Control the device remotely without having to explain complex technical details to an employee.

✔️ Securely transfer files and troubleshoot in minutes.

Instead of long waits and useless tickets, there is instant help that minimizes downtime.

IT support should be not just a response service, but a tool for maintaining stable business operations. Slow and inefficient processes lead to hidden costs that accumulate over time and become a serious problem.

Companies that optimize their IT services on time receive not only time savings, but also more engaged employees who are ready to work more productively without unnecessary technical barriers.

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