Forbes identifies 3 of the top 10 global business risks as technology-related. Are you equipped to handle cybercrime, state-sponsored cyberattacks and data breaches such as the Marriott breach? That breach resulted in 500 million dissatisfied customers.
Are you wondering whether outsourced technical support can help you? Read on to learn more about why you should outsource technical support.
What Is Outsourced Technical Support?
Technology is part of almost every business operation. Whether it’s managing an e-commerce operation or just email every business needs their technology to work. Providing solutions when things don’t work or better still making sure that it doesn’t break down is the role of technical support.
Make or buy decisions are part of business life. If you manufacture, you may decide to buy some pre-fabricated components rather than make them yourself.
This may be for a number of reasons. It may be cheaper to buy it rather than tool up to make it. The supplier may have some expertise in making the specialist component that would be hard to replicate.
Outsourcing technical support is the same kind of decision. A third-party supplier can supply technical support services rather that you providing the service on an in-house basis. Whether this is the appropriate option for your business depends on your circumstances but there are many advantages worth considering.
1. Manage Your Costs Better
Outsourced technical support services may be able to deliver the services more cheaply than you can. They will be providing services to many customers and so have the economies of scale that you would not be able to achieve. After all, you are providing support to just one business.
2. Do What You Do Best
If your business is not about technology, then technology is not likely to be what you do best. Your specialization might be your products and technology just enables you to do what you do.
Supporting the technology you need to operate, can be a distraction from what your business is really about. It takes your attention away from serving customers, innovating products, managing quality or growing your business. Outsourcing technical support can allow you to focus on these important things more.
3. Improve Security
Preventing cybercrime and data breaches is an increasingly important business activity. Despite this, many business people feel ill-equipped to respond to this threat. You need the comfort of knowing that it is being taken care of.
In-house management of security is resource hungry. Keeping up to date with developments and strategies for managing security is expensive. You need the best-trained people with the ability to keep you safe and that’s difficult to do with an in-house operation.
Outsourced technical support means you buy in specialist skills, knowledge, and tools. The outsourced support provider has the task of recruiting that expertise and maintaining continuity of service.
4. Wider Range of Knowledge
When you have in-house technical support it’s likely that you resource it to meet the typical needs of your business. Unusual or rare problems might be outside of the team’s capability simply because they have little experience of them.
Outsourced technical support services are more likely to have come across rare problems because they have a range of clients. Within their team, they build up the capability to handle less frequently occurring problems. Problems are rarely unique but how confident are you that your in-house team has the ability to respond when the unusual happens.
5. Knowledge Transfer
Working with technical support people that have wide experience is good for your business. They can help educate your people and transfer some of their knowledge to your business. This does not have to be just about technology.
Technology is an enabler for business. Transferring good practice from other businesses to your business can help you improve your performance.
6. Risk Management
Understanding your business risks is important if you hope to manage than. What is the likelihood of a problem occurring? What would be the impact on your business if it did occur?
You may find it easy to answer these questions for some aspects of your business such as sales or logistics. Can you do so as confidently for technology matters? An outsourced technical support service can help you do this and manage the risk.
7. Recovery from Disaster
In the event that you have a major failure of technology, it can seriously damage your ability to operate. Even a breakdown of telephones or email can cripple a business. Losing web services can destroy an e-commerce business.
Disaster recovery is a specialist technical service that is hard to replicate in-house. The latest off-site data backup technologies can be a great help in a disaster situation. Recovering data and systems after cyber-attack, fire or flood means you can get back in business quickly.
8. Resource Management
Recruiting, onboarding, training and rewarding IT professionals is difficult. It requires an understanding of IT recruitment and human resources that are often outside of the experience of most HR people or general managers.
Being able to get the right people is important. You need to know exactly what qualifications are relevant to support the technologies your business requires. You need to be able to assess whether they have the skills you need.
9. Up to Date Certification
Technological change is continuous and rapid. Keeping up to date is difficult and expensive.
If you have an in-house team you need to provide training for your people so they are able to support the latest versions of hardware and software. Outsourced technical support providers do this training as a matter of course.
10. Competitive Advantage
If you want to be the best you can be for your customers getting the best IT support is important. Technology can be a source of competitive advantage and partnering with a great IT support firm can help you get that advantage.
Your Business Needs
Considering the benefits of outsourced technical support it’s well worth further research. Talk to providers about your challenges and how they can help.
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