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Tuesday, September 27, 2011
Mobile Technology and Cloud Services Creating New Demand for Technical Support in Small and Medium Business Markets
SMB technical support market to exceed $20 billion by 2015
Parks Associates today released a new white paper, "The Opportunity for National Brands in SMB Technical Support Services," forecasting growth opportunities in the tech support market for small and medium businesses (SMBs).
The U.S. market will exceed $20 billion by 2015, according to Parks Associates, which notes the 2008 launch of AT&T's Tech Support 360 as a significant milestone in this market because this service was the first to integrate communications, data services, and technical support on a nationwide level.
Written in cooperation with PlumChoice, a pioneer in the delivery of remote technical services in the next-generation Service 2.0 model, the white paper draws on data from SMB Demand for Technical Support Services, a survey of owners, managers, and IT support decision makers from U.S. SMBs.
"SMBs' technological needs are getting increasingly complex, with mobile devices creating new challenges and the cost-benefit ratio tilting toward professional technical support," said Kurt Scherf, VP, Principal Analyst, Parks Associates. "The cloud, virtualization, and greater flexibility via remote access are all key trends driving this market. National service providers, with their existing footprint, are in a prime position to seize this market opportunity."
Parks Associates' research found that more than 35% of SMBs have used professional technical support for server issues, the most problematic area for SMBs. However, new mobile technologies are starting to command more support attention. SMBs lose approximately 3.2 hours per month troubleshooting mobile phone issues, while they lose 3.4 hours to server issues. As a result, more than 30% of SMBs desire remote technical support for their company mobile phones.
“Mobile technologies such as smartphones and tablets are becoming part of the SMB technology landscape in an irreversible way. As a result, SMB support requirements have changed remarkably from just a few years ago, as Parks Associates research indicates,” said Josh Clifford, VP, GM, Business Services, PlumChoice. “We are pleased to partner with the firm on this insightful paper as we strive to support national brands in building revenue while delivering on the customer satisfaction and retention potential associated with evolving technical support needs.”
Download "The Opportunity for National Brands in SMB Technical Support Services" at www.parksassociates.com/smbsupport. Contact firstname.lastname@example.org, 972-490-1113.
About Parks Associates: Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start-ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.
The company's expertise includes digital media and platforms, entertainment and gaming, home networks, Internet and television services, digital health, mobile applications and services, support services, consumer apps, advanced advertising, consumer electronics, energy management, and home control systems and security.
Each year, Parks Associates hosts industry webcasts, the CONNECTIONS™ Conference Series, and Smart Energy Summit: Engaging the Consumer.
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