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Why Companies Outsource Their IT Support

Date: September 8, 2017 Author: Stephan Buys Category: IT Services Comments: 0

There's a huge number of companies that are outsourcing their IT support, now more than ever. 

This is a widespread practice that is known to show results in a company's bottom line and productivity.

Surveys of trends in the industry reveal that 60 percent of IT work is being outsourced, and it's predicted this figure will only continue to grow across all areas of IT functions.

If you are looking at options for IT support for your company, read on to find out why companies outsource this important business function.

The Top Reason Why Companies Outsource IT Support? It Saves Money

One major reason why companies outsource their IT support is the cost of having an internal IT department. This is especially true for small to medium sized outfits.

How do cost savings of 25 to as high as 40 percent sound? That's how much a company can save if it chooses to outsource IT.

Some of the costs you have when trying to do IT support yourself include computer hardware, a data center (and the space to house it) as well as the cost of employees.

Payroll and training costs are some of the biggest expenses a business can have, so it makes sense to avoid them altogether. 

Predictability of IT support costs also ensures you don't have to worry every month about fluctuations in price. Most companies have a fixed monthly charge so you can budget accordingly.

When you are looking to hire an IT support service, assess your current costs and compare them.

Always keep in mind though that the human resource costs are often hidden, and should be taken into account when doing a comparison.

Outsourcing Also Saves Time

According to Forbes, large companies like Procter & Gamble outsource and see results like a 60 percent boost in productivity.

Freeing up time is a major reason why companies outsource. 

An often hidden benefit of the time element in outsourcing is the ability you will have to focus on your core business.

Rather than troubleshooting tech issues, your management team can put their attention toward business development and your core work areas. 

Employee morale increases

The saving of time ties into employees' time as well. Maybe you have an employee or employees who were not hired to do IT, but end up doing it anyway?

They may be good with computers but that doesn't mean they should be taken away from their main duties that they were hired to do.

Due to the ability to focus on their jobs, an increase in employee morale is a side benefit you will see once you've outsourced your IT work.

Employees are no longer at risk of burnout, and better technology means they can do their jobs more easily. 

Satisfaction with their jobs and with upper management increases as staff members see that the company respects their time and talents.

It's a win-win for both sides.

You Get Access to Expertise That You Don't Have Internally

Another reason why companies outsource is the access to expert IT knowledge.

When you hire an IT support company, their only business is IT, so you know their experience and advice is top-notch. You don't have to worry about their attention being taken up by anything else.

They keep up with the latest technology, and have expertise in a variety of technologies, making them a valuable resource for advice when considering your IT decisions.

And when it's time to implement those decisions, you can rest assured they will deploy, maintain, and upgrade them competently. Part of this is because they hire staff with the right experience and qualifications.

The risk of making the wrong choices in IT (often expensive ones!) is dramatically reduced when you are working with professionals.

Data loss, for example, is an issue that all companies are vulnerable to. By outsourcing, you know your provider has the appropriate defenses such as firewalls and software to monitor potential problems.

How Do You Choose a Company to Outsource To?

Selecting a partner to outsource to can seem daunting. There are so many companies out there clamoring for your attention and promising results.

How do you tell them apart? There are a few things you should be looking for. The main three all deal with access and communication between you and the company.

  • Your IT support should be always on. Your business may not run from 9-5. That means your support shouldn't either.
  • Good communication. Being able to reach your IT support partner and have them understand your needs means smoother and more efficient work.
  • Engagement from the very start. A professional company practices client engagement, which means every step of the process is tailored to your needs.

Research any company you are considering. Read online reviews and get feedback from past clients. If you can, get a referral from a business you trust, and ask them what their experience with the IT support service has been. 

Closing the Deal

Once you've found a company you want to work with, start with an open and frank discussion about what you want to achieve. 

Make sure they understand your concerns and respect your right to be heard. Good rapport at this stage usually means that down the line you will have fewer problems with misunderstanding each other.

Be sure to question how communication will take place after you have hired them. Are they accessible at all hours? If not, is there a process to follow up after-hours issues?

Having a technology problem be prolonged is detrimental to your business and often makes things worse in the long run.

Your potential IT support should respond promptly and with clarity to put your mind at ease.

The final step is to sign a contract or service agreement that will set out expectations and costs. This should be as detailed as possible.

Now that you know why companies outsource, in particular for IT support, get in touch with us to see how we can help you. Check out our managed IT support services to see how we can help your business. 

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