started new .com IT support company wish me luck

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shartris
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started new .com IT support company wish me luck

Post by shartris »

My business partner and I have recently started a new IT Support company servicing the needs of local small businesses in our area. It is called The Papers Edge, LLC. We basically are a "work from home" IT support service helping local businesses with IT issues such as remote computer diagnostics, Digital messaging solutions, providing online meeting and events services, and helping to provide effective IT security safeguards and policies for network environments. We use the Citrix line of products such as GOTOMeeting, and GOTOAssist for our remote applications. I would really some feedback on how we are doing. Since this company has just started in Jan 08, and it is just my business partner and I, we are striving to be a marketable service within the next year.

The main web site to check out is here:

http://www.thepapers-edge.com

our add on site for the company which we plan to use very soon for our online stuff is here:

http://www.ultimatefacilitation.com

Let me know what you all think seriously. I have heard long ago that most of the people that play AO are well educated, college grads, professionals, ect... so if you are one of those kinds of peeps your input would be very appreciated and a valuable asset to our company.

I do take responsibility for the design of The Papers Edge, web site, i do not have a web degree or expertise. All of my college degrees are in other areas of Computer Science, so any help or advice on the web page would be appreciated. Down the road we expect to purchase a https: probably from Verisign which is a very credible company so that we can take credit card information. That will allow us to have our customers pay for the online service, drop them into a cue for support, then help them with their issue.

The main idea we are really trying to get acrosss to potential clients is to GO GREEN. with the prices of fuel, and the costs of transportation these days, we want to be able to provide customers/businesses help via the internet for a range of products and services. We really still need to sit down and write a "mission statement" of sorts on exactly what we do.

Thank all preciate all feedback.
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Re: started new .com IT support company wish me luck

Post by Chrisax »

Good luck with the new company, Shartis. :) I know how hard starting a new business can be.

As for the web site, I already saw some things that, in my humble opinion, could be improved. I don't have much available time but I'll try and find some to have a closer look and say something constructive.

Side note: you use Dreamweaver it seems? What version? (Or at least, some parts of the pages have been made with DW as I see layout tables tags.)
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Re: started new .com IT support company wish me luck

Post by shartris »

Yes Chris, good eye, using DW CS3 as part of the Adobe Master Collection. i had DW MX in college so i knew how to do a little bit of web stuff, however as you can see i am still lacking. (not my area of expertise). I hired one guy from NJ for the flash Ultimatefacilitation site which turned out quite nice, and i had another guy from Kentucky by the name of Raymond Sonoff for help on The Papers Edge site.
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Re: started new .com IT support company wish me luck

Post by noobas »

Hi Shart

I looked at your website. I wasn't sure about the exact service you were supplying. I read about how you might prepare 2 powerpooint slides, prepare an online meetering and practice doing the question and answers. I was grappling with what that entailed... like: do you actually do the meeting? or does someone else? And what precisesly are you charging for.

I also saw that there was a fir bit of talking about prices per hour, etc. And I was looking at it, from a customers perspective, and I was thinking: well what are they goign to charge for X service. So, I think it would be good to have a list of services, each with it's own price point.

Also, because there is only two of you, I would recommend putting an abbreviated list of you and your partners particular strengths.

Lastly, I'm not sure how the whole graphics side fits into the general scheme. Are you advertising web-based graphics design? or hard copy graphics, or teaching how to use a software capable of designing web based graphics? As well, if youre advertising anything to do with graphics, I would really want the web page to look superspectacular.

I hope you find success, in my opinion, I think the key for this business venture is advertising to a niche market. From what it sounds like, your service might be very applicable to some business types, like a business that has satellite centers but not that applicable to a business that is highly centralized. I'll have another look later. That was from a first glance :D
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Re: started new .com IT support company wish me luck

Post by shartris »

Great post Nooba tyvm for your input. Yes at this time there is just the 2 of us plus an attorney, and a possible a new hire coming on board to help us with exactly what you are talking about which is marketing. I know off hand to me at least The Papers Edge seems like a name of a graphics company, and in fact my partner ran it as such (see http://www.thepapers-edge.com/aboutus.html) back in the 1980's while working for the US government. Currently we have 2 54" large format printers at our disposal, and some other misc equipment used for "hard copy" graphics. Graphics is expensive, and will not be offered to the general public. As a matter of fact really our goal is not to provide our products and services to the general public at all but rather to small and medium sized businesses.

That being said, we have moved beyond the "brainstorming" phase of this company and have acquired contracts with a government agency in which we are providing help desk support and FISMA Policy Administration and implementation. I agree that if we were to push our graphics capabilities that the web site would clearly need to reflect that. The real business is supplying other businesses with IT support help in some form or another. Now this is not meant by far to be global vision or anything. As far as listing ourselves on the web site with appropriate strengths or what not, we have brainstormed that extensively. In the end we found that most businesses do not list their employees, partners,president, vice president..ect because it takes away from the focus of what they are trying to sell, in our case IT support, which is the demand or niche in the market we feel.

Within the last 6-12 months or so there has been a large increase in Internet-based businesses selling remote IT support. With the advancement of the Internet and its capabilities as well as a large majority of the populous now with some form of high speed internet, it has created a market with "work at home" opportunities and we aim to not only provide remote IT support but a range of services via the web. We believe with the rising transportation costs, businesses will choose us to hold their next meeting online with us instead of traveling to a central location, renting a banquet hall ect.. ect.. With the power of the internet and some software we can hold a virtual meeting with up too 1000 employees all in one place without them ever having in to leave the office. So ultimately that is the goal, and the plan of The Papers Edge.. to be a complete online IT support center that businesses can turn to.

That being said, we are a new business, and we continually need feedback from other people. The business may look one way to us but completely different to the average person or more importantly to a potential business. I really appreciate the feedback so far..seriously. We need all the help we can get right now. Not being a web guy i am finding myself taking a crash course in web design because it is just something we cannot afford to finance atm.

Thanks everyone really appreciate it :mrgreen: . If anyone else has any great ideas or comments, questions, or has experience in starting a business of this nature please please feel free to email me at wiredtechy@thepapers-edge.com or ofc at shartris@athenpaladins.org
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Re: started new .com IT support company wish me luck

Post by Chrisax »

Questions to analyze the web site and its design. Sorry if this looks intrusive. (Don't answer in that case, no problem :))

What is for you the meaning of the name "The paper's edge"? (Yes, I read some possible meanings on the site but I'd like to be sure.)

How would you define the company in 4 ot 5 words? Would "your online work resource" fit? Other?

Is it correct to say that your message, as it seems to appear on your site is "work green, work profitable", and that you could relate all (most of) your activities to this notion? (I understand that you have other messages too... but if you had to pick one? or two?). Or is "green" just an idea among others and you don't really want to stress it more?


Trees one the web site... trees... A tree is not exactly the symbol for an IT company... but precisely there is something to do with that IMHO if smartly associated with the "online" idea and the idea of "with us, working green is working more profitable"... if you (can/want to) stick to this concept. Trees are nice, trees are cool, trees sell well... (yes I'm cynical here)


Globally, I feel the need for a better organization and hierarchy of your offer. It's probably clear for you but you have many activities, so you need to clearly show and make the readers feel they are not separate things but they are a part of a whole, and there is a synergy between them for the benefit of your customers. :)
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Re: started new .com IT support company wish me luck

Post by vasc »

Main page need serious review imo (see chris comments) like other ones too ...

Avoid using words like: "most" -- Diagnose and repair "MOST" computer problems using GoToAssist

Dunno how your bussiness is working atm but the problem is that most of your services are actually for BIG companies.
- online meetings? for a small comp?
- online training? what do you train that a small company needs ? and would come to you rather than allready establish training companies (that provide a diploma for the training too?)

NOTHING on your webpage shows me HOW exactly it will work (your clients are not IT gurus...)
What s GoToAssist? GoToMeeting? How they work ? I need to browse internet to find out?


I d say you need to review the message a little (maybe a profile). You need history of services with one company in order to go completly "online".

IT support for small companies means IMO! to outsource IT service support (which sometimes needs to be done ON SITE...by schedule 1-2h/week and the rest online), EMAIL, Security, Updates, Hardware Maintenance, Assistance in choosing the right IT solutions for their needs. I'd sent out the message that my companuy covers ALL small/medium companies IT needs PLUS the services that makes you stand out of the crowd.... What happens if the network is DOWN? they need to go to another company? They shouldn t ... an intervention should be made by your company

Remember clients tend ro get COMPLETE PACKAGE services from IT companies so you need to cover all their IT needs to choose you IMO.

When I check companies I "IGNORE" the ones without a REAL OFFICE ADDDRESS...(just a phone no and email .... doesn t sound good to me. You can make 1 room of your house office and deduct from taxes and have a real address.)

GL and remember when you choose your marketing services CHECK for them to have IT services marketing background :) .Check what they did for others ... and how successfull they were. See if you like what they did for others...

GL and feel free to ignore the whole post :) IT s YOUR bussiness and you run it the way YOU want.
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Re: started new .com IT support company wish me luck

Post by Chrisax »

Other question, in addition to the above.

Have you considered using a Content Manager ("CMS") like Joomla (Drupal, Mambo,...) instead of handcrafting the site? So you could use a nice customized template and put content into it instead of dealing with Dreamweaver. Or is the idea new to you?

I'm not going to explain the pro and cons of Content Managers here; there is a ton of articles on the web about it. :) They can be anything, from the best to the worst thing, depending on the project and on how they are used. But in your case, for a site that is mostly a presentation and and introduction site for the company, even if you install some online orders system later, a nicely implemented CMS could be a good idea.

Edit: Vasc posted while I was typing. Valid points. Show small and medium business HOW you can help them and WHY they should ask for your services. It must be obvious and attractive. They work most often (as your own company) with the energy and the money of a few friends or a family. So they pay attention to what they do with their money and they don't have a lot of time to think of wonderful ways to change the way they work. When they see your offer they must think "OMG this could help ME".

Also, you don't need to disclose what software or what technical stuff you will use (unless there is a clear advantage for you to make the consumer know, as most often he doesn't want to deal with those questions). Stress the results, the advantages. Keep your recipes for your kitchen; and show the customers a great menu and tasty dish. ;)

Note: I didn't know what gotoassist etc was. If you mention the names to say "we"re using reliable and well-known -by YOU- solutions", the possible drawback is you get customers to think you're just "software users" and have not much to offer in yourself.
http://www.citrixonline.com/
http://www.gotoassist.com/
Maybe you should just explain the wonderful advantages, and how your customers save money... and their energy as well as the energy of the planet.
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Re: started new .com IT support company wish me luck

Post by Chrisax »

One more thing: depending on your intentions and work, IF you can stress the green idea in a valid way, it will probably be a bit easier to get some articles on your company in local newspapers etc. after a while, especially if you have something to show like "Mr Jone's business is now more profitable and greener thanks to us". A green company sells well in the media. (Cynical mode ON again.)
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Re: started new .com IT support company wish me luck

Post by Chrisax »

Another thing (again):
"The Papers Edge started as a small local picture framing and photo restoration company in the early 1980's."

Is it still the same company, or just the same name? Because, on any document, something like

"Established 198x" or "Founded in 198x" always looks very good!
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Re: started new .com IT support company wish me luck

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wonderful comments guys i really appreciate it, seriously =D> Chris you and Vasc have both brought up some very valid points, and i greatly appreciate the input. I dont mind whatsoever you guys critiquing the company and the web site at all, that is why i posted. Basically we need help. We are in the midst of hiring a marketing consultant to basically help us with some of the issues you both have addressed. Vasc I really like your idea of asking this marketing consultant if they have an IT background, i mean its things like that, that may make all the difference. Basically to answer some of your questions about the market we are going after here is are some links to some companies that are providing remote online support:

http://www.yourtechonline.com

http://www.itxusa.net/index.html

http://www.onlinecomputerconnection.com/theprocess.htm

Now these are companies that are providing online pc repair basically to the masses. We do NOT want to provide online pc repair services to JQ Public, period. I do service friends, family and some clients i had in a previous computer business, but we want to take the idea of the online pc repair over the internet and provide those services to small and medium sized businesses. The angle being the GO GREEN concept with the trees and what not. Why? because a lot of companies in our area are outsourcing IT work because they do not want to pay 35k-100k a year for a full time network specialist. Also transportation costs are on the rise, companies want to save money. We just recently finished up a contract for a Cleveland ,OH company installing and configuring a digital messaging/routing system. I never left the house guys to do this job! I made some great money with very little time and effort. Just a lot of online conferencing, emails, and the implementation and configuration of of their digital communication system.

The point is this: the work is there, the market is there, my problem is this: I have 5 Computer Science Degrees in various areas of computers, but no formal business training, and no advertising expertise. My partner; 30+ years in the US gov worked in Communications, idea guy, and the one currently getting our contracts. i am basically the tech guy for the operation, and that is everything from doing the actual work we do to the design and administration of the web site. Not being a web guy (obviously) i am lacking in a department where our main focus needs to be coming through on the web site. I do realize that. I am having a tough time getting the ideas we have from paper to implementation on the web site. There is a lot, i mean a lot of virtual work out there guys, not just using Citrix line of products to do remote pc support. And the reason why i mentioned the citrix products we use (GOTOMeeting and GOTOAssist) is that we have a partnership with them as a reseller. Now you might say well heck, i can buy this program, download it, and use it. Great more power to you. We make money either way.

The point is this: most companies do not mess around when it comes to needing IT work done. They either hire an in house Network guy or they outsource. More and more companies are outsourcing IT work than ever before. I have not done the official research as to how many, and why. I dont know if it is the global economy or just the state of the US economy atm, but in our area alone we see alot of out sourcing. Our whole idea i guess it to be what you said earlier Vasc and that is to be complete IT provider or support center. It that means having to travel on site to a location to fix something, so be it.

The graphics part of things has taken a back seat, but we have all this expensive equipment laying around. The plan or idea was as a total business support system/center, we could provide graphic work to our clients in the form of company brochures, banners, and anything a 54" large format printer can do. I envision the company as a cross between a Kinkos/Mailbox Ect establishment and a complete IT service center, with helpdesk support. My problem is i do not know how to come across on the web site. Also my partner and i have not come up with a basic pricing structure for the products and services we want to provide. We are kind of taking it one contract at a time right now. it will get better, the web site will get better.

But that is what we are trying to do in a nut shell. We're not trying to change the world, but we recognize the world is getting smaller by the day, and the IT world is also changing. i think this is an absolute incredible idea, I have already seen it work, the problem is....can i effectively get this idea out there in a clear concise way so that everybody who looks at our company web site says: hey thats a great idea, where do i sign up?.

Keep up the comments i cannot tell you how much i appreciate them, no matter how harsh they may or may not be. Thomas Edison failed more than 1,000 times when trying to create the light bulb. When asked about it, Edison allegedly said, "I have not failed 1,000 times. I have successfully discovered 1,000 ways to NOT make a light bulb."
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Re: started new .com IT support company wish me luck

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Shar, bro i wish you plenty of luck with your business endeavors. Im in pretty much the same field that you are moving towards. I work for a Linux based company & we have our own servers for firewalls, mail servers & kinda an ISP aswell.

In terms of the IT market in this day & age its needed, no business can run without internet/email/computers. The back-bone of our company is our contract clients who give us an income on a monthly basis, we even have onsite technicians at some of the bigger sites. One of the founding things about any company thats starting in my belief is going the extra mile. If you are prepared to help your clients day or night then you will keep them satisfied & coming back.

TBH the IT industry is vast & complicated & not everyone knows alot about it, it's good to be an "expert" in a field but when it comes to IT if you want to be successful you cant just focus on one area, you have to provide solutions to any problem. I wouldn't necessarily think Video Conferencing (VC) would be the way to substantiate yourselves. Word of mouth is the BEST way to go about getting business - provide good support, problem solve, get your name out their. Web pages are expected but not imo the way to get business, your an IT company & people expect you to have one, not saying you wont get business from it but tbh it will be a small %. It's more of an information center for anyone interested in acquiring your services. Be blunt get to the point let them know what services you provide, how to contact you etc etc.

Then concerning your marketing strategy.... small businesses, how many small businesses have use of Video Conferencing. You have more chance servicing home users & setting up Skype than making money from VC. 2 reasons why : No1 small businesses (depending on age) usually watch thier cash flow, wont needlessly spend & somehow i dont see VC becoming a needed pre-requisite like having the internet. No2 It's totally dependant on what the company does & i'm thinking there is a small % that would need those resources. If they need VC sure but likely you will find yourself providing other solutions & NOT being a dedicated VC provider. This would especially be the case with small/medium businesses imo.

This is just my opinion & im sure there are plenty of businesses out there who will need it, now its just a matter of you pulling them in. In regards to your Web-site tbh i really really would have a page with all your diploma's you & your partners experience. INFORM people that your are skilled, talented & that you fooking know what your doing. You mentioned that your partner worked for the government thats a big +, people trust that kind of stuff. Let them know what kind of contracts & what companies you are servicing atm.

Lastly -- go for contracts, tie companies down to paying you monthly for any requirements needed. You can always add a clause for reviewing the contracts quarterly. I wouldnt put pricing in the website at all tbh, if people need a solution & you can provide it they will contact you. They not going to check the website & go 0.o $40 p/h thats cheap lets try them, ofc we live in different places so the mentality might be different but at the end of the day if a business needs it they will contact you regardless of price.

Anyway plenty *hugs*
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Re: started new .com IT support company wish me luck

Post by Chrisax »

So you have a major bottleneck with web and graphics. Not good. All my other comments and questions remain, but the web is an issue.

Give me 48 hour so I can think a bit of the best ways you could take.
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Re: started new .com IT support company wish me luck

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Thx grind great post appreciate the feeback. =D>. Not sure where u got video conferencing from though, as that is not a service we will be providing anytime soon. #-o (way too expensive and the technology is still not quite there yet for mass distribution, not to mention uses a ton of bandwidth). If u looked at the Ultimatefacilitation site and saw that video, that is a generic video from pickens plan, and that is not me ;) i am way too young and sexy to be him :mrgreen: We basically incorporated that video into the UF site to go with the whole "go green" theme.
Lastly -- go for contracts, tie companies down to paying you monthly for any requirements needed. You can always add a clause for reviewing the contracts quarterly. I wouldnt put pricing in the website at all tbh, if people need a solution & you can provide it they will contact you. They not going to check the website & go 0.o $40 p/h thats cheap lets try them, ofc we live in different places so the mentality might be different but at the end of the day if a business needs it they will contact you regardless of price.
Grind our company is completely dedicated to businesses and monthly/quarterly contracts are the way businesses do business. Otherwise i would purchase an https:, collect credit card information, and provide our remote pc diagnostic services to the masses, which btw will never happen. I worked as a lowly computer tech for many years servicing the needs of local customers and their porn filled computers filled with viruses. Those days are over. That is not to say that we will not have to deal with a rogue employee from xyz company we have a monthly contract with to remove porn from their computer.

On a good note today was a productive day for The Papers Edge. Officially we brought on board a Marketing person to help with the whole company concept and how to present ourselves to the marketplace. I found a web dev, and am currently giving her a shot at the site. Dont expect anything for awhile but the wheels are starting to turn.

Chris, i still continue to find more and more nuggets of useful information from your posts and really appreciate that. And yes this CMS stuff is totally new to me. Like a said i am not a web dev guy i know enough to be dangerous. I will look more into it and pass it along to the web dev person i am looking at.
What is for you the meaning of the name "The paper's edge"? (Yes, I read some possible meanings on the site but I'd like to be sure.)
Initially it meant graphics, hard copy graphics to be exact, not to be confused with web graphics, web design and such. The Papers Edge started as a photography and graphics company, way before i became involved with it. What does it mean today? Now that is the question....My biz partner and the one who wears the financial pants likes the name. To be completely honest...i am having the most difficult time trying to link it with the IT world...period. Can it say Support? i dont know. Can it say Online Work Resource? (<-- I really like that btw) possibly. But its going to take a marketing genious to figure us out im telling you.
How would you define the company in 4 ot 5 words? Would "your online work resource" fit? Other?
Online, Professional, Support, Service, Resource
Is it correct to say that your message, as it seems to appear on your site is "work green, work profitable", and that you could relate all (most of) your activities to this notion? (I understand that you have other messages too... but if you had to pick one? or two?). Or is "green" just an idea among others and you don't really want to stress it more?
Yes Chris it is correct to say that our message (Think Green, Work Green, Save Green) relates to most of the services that we provide. For example:

Company XYZ has 3 locations, they want to hold a monthly or weekly sales/marketing or training meeting with all three locations at the same time. Most companies in this particular situation would make up the presentation, rent a hotel banquet hall meeting room, and drive to the location, and hold the meeting. Now ask yourself these questions:

1. What if the branch locations of this company were located hundreds of miles apart?
2. What if they do not have Video Conferencing capabilities?
3. How much time would be lost in the planning of this meeting?

These are real life questions, facing real life companies across the United States. Companies are in the business of making money....period. If there is a way for a company to save money by having The Papers Edge, LLC Plan their next meeting online where everyone attends at the same time, at each location...hmmm.. imagine the possibilities.

So the question then becomes....can anyone do this? can't i just go to citrix online download the software and hold a meeting? probably...maybe... but do know you know how to use it? Do you have 30+ years in as a professional facilitator and know how to plan and coordinate a meeting like this?

This is just one online service we provide. If we can sell the idea to companies that we are a Online resource or support center dedicated to helping businesses in different way using the internet, i think we have real good chance.



Thx guys
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Re: started new .com IT support company wish me luck

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shartris wrote: So the question then becomes....can anyone do this? can't i just go to citrix online download the software and hold a meeting? probably...maybe... but do know you know how to use it? Do you have 30+ years in as a professional facilitator and know how to plan and coordinate a meeting like this?

This is just one online service we provide. If we can sell the idea to companies that we are a Online resource or support center dedicated to helping businesses in different way using the internet, i think we have real good chance.
Thx guys

Thats one of the reasons i think you should put your qualifications & some of the major contracts you have on your site.
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