As cloud services continue to evolve, many companies are adopting a “new” cloud model that promises cost savings and increased flexibility. However, this shift has not been without its drawbacks. Below, we explore some of the key pitfalls of this new model and why they could be a cause for concern for businesses.
- Customer Self-Service as a Cost-Cutting Measure
One of the most significant changes in the new cloud model is the emphasis on customer self-service. While this can lead to lower costs for the provider, it often places a significant burden on customers. Many companies are finding that they lack the in-house expertise needed to manage cloud services effectively, leading to increased frustration and inefficiency.
- Limited Data Collection Assistance
Another common issue with the new cloud model is the limited support for data collection. Businesses that rely on comprehensive data to make informed decisions are finding that they are left to their own devices. Without adequate assistance, companies may struggle to gather, analyze, and leverage the data they need, potentially hindering their growth and competitiveness.
- Lack of Hardware Assistance
The new cloud model assumes that customers have IT personnel capable of managing their own hardware. This assumption can be problematic for smaller businesses or those without a dedicated IT team. Without proper hardware assistance, companies may face significant challenges in maintaining their cloud infrastructure, leading to potential downtime and security risks.
- Challenges with Problem Resolution
Many cloud providers under the new model assume that installations and configurations will proceed without a hitch. However, when problems do arise, businesses often find that resolving these issues can be a major challenge. This lack of proactive problem resolution can lead to prolonged downtime and decreased productivity.
- Insufficient Training Provided
Training is another area where the new cloud model often falls short. Instead of providing comprehensive training, many providers suggest that customers can find the information they need on platforms like YouTube. While this might work for some, it often leaves businesses without the necessary knowledge to fully leverage their cloud services.
- Voice/Application Issue Resolution Deflection
When voice or application issues arise, the new cloud model frequently places the onus on the customer’s IT team. This deflection of responsibility can be frustrating for businesses, particularly those that do not have the technical expertise to address these issues on their own. As a result, companies may experience prolonged service disruptions and a lack of accountability from their cloud provider.
- Minimal Network Assessment
Network assessment is crucial for ensuring that cloud services run smoothly. However, under the new model, this assessment is often minimal, with the expectation that customers will handle it themselves. This assumption can lead to performance issues and security vulnerabilities that could have been avoided with a more thorough evaluation.
- Outsourced Post-Implementation Support
Many companies have noticed that post-implementation support under the new cloud model is often outsourced overseas. While this might reduce costs for the provider, it can result in communication barriers, longer response times, and a general lack of personalized support.
- Acceptance of Mediocrity in Service
A troubling trend under the new cloud model is the apparent acceptance of mediocrity in service. Many businesses have resigned themselves to subpar support and performance, believing that this is simply the norm. This acceptance of mediocrity can prevent companies from demanding the quality of service they deserve and stifle innovation.
- Stalled Custom Development Projects
Custom development projects are often seen as an opportunity for businesses to tailor cloud services to their specific needs. However, under the new cloud model, these projects frequently stall in the initial phases. The lack of support and guidance from providers can leave companies feeling abandoned, with little hope of completing their custom solutions.
- Lack of Confidence in Service Providers
Lastly, many businesses find that they have more confidence in their auto mechanics than in their communications service providers. This lack of trust can be detrimental to the customer-provider relationship and hinder the effective use of cloud services.
Conclusion
While the new cloud model offers potential benefits, it’s essential for businesses to be aware of its pitfalls. By understanding these challenges, companies can make more informed decisions and seek out providers that prioritize quality support and comprehensive service. Only then can they fully leverage the power of the cloud to drive growth and innovation.
Whether you are considering a move to the cloud for your voice services, or if you are already there and need a status review, Abilita consultants can guide you through the process – from needs analysis, vendor selection, contract negotiation, and implementation management.
Contact us to start a discussion!