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Important Considerations When Hiring Outsourced IT Support in Boston

It’s a fact that companies of all sizes outsource various aspects of their business to save time and money. The benefits are obvious to many firms: from marketing and human resources to tech services, outsourced IT support in Boston is one way to streamline business processes effectively.

And, with outsourcing on the rise, technical support is one of the areas experiencing the most growth. In fact, the technical support outsourcing market is expected to grow 6 percent by the year 2020. This includes both call center and helpdesk support. But how can you know whether your company stands to benefit from outsourcing technical support processes?

First, it is helpful to understand just what it entails.

According to Udemy, outsourcing is the practice of delegating work to another person or organization, usually a third party that isn’t associated with your business. It requires you to entrust a portion of your business processes to an external resource. The same Udemy article points out that most organizations adopt outsourcing for the following reasons:

  • Lack of in-house expertise in certain areas.
  • Cutting costs in the short and/or long term.
  • Better management of in-house workflow.

To put it simply, many companies stand to benefit from outsourced IT support in Boston because staffing an in-house team requires more capital investment and infrastructure, along with increased human resources costs. The following is a more in-depth look at why companies like yours should consider transitioning to an outsourced technical support model:

  • It’s more cost-effective. When companies outsource, they eliminate the costs associated with hiring employees. This can include training resources, health insurance, management oversight and more. It can also free up capital funds. Because you are outsourcing processes that aren’t essential to your business, you can better allocate resources on items that are more central. And you’ll have less overhead.
  • Better customer service. Outsourcing your technical support team means that services are available around the clock, at a fraction of the cost of hiring full-time employees. In addition, you will have access to services and solutions you may not have considered before. Your support team will be able to monitor your systems 24/7, identifying problems and addressing them before they affect other areas of your business.
  • Improved business focus. When you opt for outsourced IT support in Boston, your employees can focus on their core responsibilities rather than trying to cover multiple areas at once. Outsourcing vendors are trained in IT specifically, so they are better equipped to deal with challenges as they arise. Trying to keep up with the tech aspects of your business can be expensive and time-consuming, and mistakes are common. Specialized outsourcing partners reduce your risk of making the wrong decision. You’ll increase staff productivity and enable your company to become more flexible, agile and dynamic.
  • You can increase your talent pool. When you choose to outsource your technical support, you’ll be able to access skilled tech professionals and the collective experience of dedicated IT support in Boston. You can be sure they have the right training and certifications to do the job. This gives you a competitive advantage as well. While you may not know what to look for when hiring for technical positions, outsourcing vendors do. You can also access the right talent without worrying about geographic location.

Outsourcing can, however, present unique communications problems that not only encompass language, but also culture. In some cases, onshore managers tasked with managing an offshore outsource firm relationship should receive special training in cultural sensitivities, and CIOs should plan for this. It is also a good practice to put all work instructions in writing, to avoid language difficulties that can arise when instructions are given verbally.

Finally, any development project that gets outsourced (e.g., a new software system) should include comprehensive documentation of the software itself. The outsourcer should take responsibility for specifying how the documentation should be done — and the outsourcer should plan to QA the documentation as well as the code. This is the only way an outsourcer can ensure that it will be able to take over the code if it ever needs to.

Did you know?… Among companies that depend on outsourcing to lower their overhead, 30% say that it’s been an effective strategy to reduce costs. Fifty-five percent say it’s somewhat effective while only 15% claim that it’s not effective at all.

Further Considerations When Procuring an Outsourced IT Company

No need to hire and retain new employees.

New IT areas, like business analytics and Big Data, are driving the need for talented IT workers who are in short supply. If enterprises want to compete for this talent, they have to be perceived as good places to work by those they are trying to attract. Getting employees to sign on can become more difficult if an enterprise has a reputation for outsourcing. Retaining employees can be equally challenging, especially if they have skills that are in high demand.

Intellectual capital.

Anytime you outsource work, you risk losing the intellectual capital invested in the project. There are two “risk” repercussions: 1) You may never be able to develop the internal know-how to extend on an application you outsourced, because that knowledge is with your outsourcer; or 2) You incur the risk that the concepts behind your work products might turn up in work that the outsourcer does for others, and that can erode your competitive advantage. One of the present drivers now for companies that are moving toward in-sourcing is a concern that they no longer have the internal know-how on their own IT staffs to run their businesses.

Agility and Responsiveness.

Procuring outsourced IT support in Boston can both help and hinder corporate IT agility. It helps when the IT department lacks the internal talent or the time to complete a major project that the company needs to be done. It hinders when intellectual capital is lost that limits a company’s internal ability to respond to new business conditions with IT. A CIO considering outsourcing IT services must weigh these pros and cons against each other.

Global presence.

Outsourced IT support in Boston can give an enterprise 24/7 global presence and a follow-the-sun workforce, but it also carries inherent risks when natural disasters, political events, or other disruptions to work occur. Any enterprise IT organization that off-shores some of its workflows should have in place business continuity and failover plans for work as well as for IT data center operations.

Resource management

It is more difficult to manage a geographically distributed workforce than it is to manage workers who are in relative geographic proximity. Different time zones are one barrier to project collaboration. Another is the inability to have valuable face time with staff — something that online collaboration tools, instant messaging, and email still can’t replace. IT managers considering IT outsourcing in Boston get the local benefit, but should still have a well-conceived plan for project management and communications in place before they initiate a working relationship with an outsourced IT firm.

We can help you square-away any of these concerns, should you feel not quite up to the task.

Have Questions About Our Outsourced IT Support in Boston?

Contact Global Data Systems at (888) 849-6818 or Info@GDSConnect.com to schedule a complimentary IT assessment for your business and get started with the outsourced IT support Boston companies like yours trust to deliver greater technology productivity consistently and economically.

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