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Small Business Tech Support: Small Target, Big Market 4Q 2012

  • ID: 2365248
  • Report
  • December 2012
  • 58 Pages
  • Parks Associates
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This report looks at the opportunities for technical support in businesses ranging in size from SOHO to 99 employees. Demand for sophisticated tech support solutions is expanding as small businesses adopt new and complex technologies, such as cloud services. This report looks at the opportunities presented in areas such as help desks, virus protection, security, hardware and software proactive monitoring, and new Tier Zero support. It also includes forecasts for tech support revenue trends through 2017.

“Businesses of all sizes have been relentless in their adoption of new technologies,” said Jim O’Neill, a research analyst at Parks Associates. “They have acquired new hardware and often allow the use of employees’ own devices, creating a complex environment of support needs. Throw the cloud and its various services into the mix, as well as the need of SMBs to curtail their expenses, and you have a perfect storm of opportunity for companies that can provide 24/7 help desks, remote software and hardware support, and the occasional site visit. Tech support, especially for very small businesses, is approaching a boom phase.”
Note: Product cover images may vary from those shown
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The Bottom Line


1.0 Introduction

1.1 Key Questions Addressed

1.2 Scope

1.3 Data Sources for this Report

1.4 Company Briefings for the Report

2.0 State of the Market

2.1 Defining the SMB Market

2.1.1 The Evolution of the Small Business Market

2.1.2 Very Small, or MicroSMBs

2.1.3 Non-employer firms

2.1.4 Nonprofits and Charities

2.1.5 Number of locations

2.2 Definition of the Technology Environment

2.3 Hardware and Equipment Spending

3.0 Major Tech Support Issues Facing SMBs

3.1 Bring Your Own Device (BYOD)

3.2 Supporting the Network

3.3 Moving into the Cloud

3.4 Additional IT Issues Facing SMBs

4.0 The Challenge of Selling SMB Tech Support

4.1 Refining and Educating the Market

4.2 Recommendations and Reputations are Key

4.3 SMBs Turn to Independent Tech Support Firms

4.4 Business Models are Evolving to Reach SMBs

4.5 Low-Hanging Fruit for Service Providers

4.5.1 Cox Communications Tech Solutions Program

4.5.2 Comcast’s Signature Support

5.0 Forecasts

5.1 Forecast Methodology

5.2 Computer Set-up

5.3 Technology Support

5.4 Technology Support Subscriptions

5.5 Server Support

5.6 Backup Services

5.7 Summary of Support Service Revenues

6.0 Implications and Recommendations

6.1 Implications

6.2 Recommendations



List of figures:

- SMBs in the U.S. that employed 1-99 persons
- Annual Business Start Ups in the U.S.
- Number of Employees
- Annual SMB Revenue
- Non-Employer Firms in U.S.
- Annual Revenue for Non-Employer Firms
- Number of Non-Employer Firms by Receipts
- Size of Nonprofit and Charitable Organizations
- Number of Office Locations
- Average Number of Computers and Printers
- Average Annual Amount Spent on IT Equipment and Services
- Spending for Ongoing IT Support Services
- The Unique IT Support Needs of SMBs
- iPad Sales Help Make BYOD a Hot Topic for SMBs
- SMBs Monthly IT Problems
- Hours Lost Resolving IT Issues Per Occurrence
- Professional IT Support Service Type
- Comcast Signature Support Plan
- Forecast Methodology
- SMBs Likely to Buy Computer, Software Installation in the next year
- Key Assumptions: Computer Set-Up
- Percentage of All SMBs that Paid for Tech Support
- Key Assumptions: Computer Support
- SMBs Interested in a Support Subscription
- Key Assumptions: Support Subscriptions
- SMBs with Servers
- Key Assumptions: Server Support
- SMBs Using Hosted Backup Services
- Key Assumptions: Hosted Backup Services
- SMB Tech Support Services, Annual Revenue
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown