Why a Company Should Outsource Support Over Keeping IT in House

The information age has fundamentally changed the way companies do business. It has increased the reliance on IT services, including customer service, website design, online marketing, and social media.

With more and more companies outsourcing IT services, let’s explore why outsourcing is such an attractive option.

Outsourcing tends to be more efficient and cost-effective

It’s an efficient way for businesses to benefit from a specialized team that is experienced and focused on the task at hand, potentially freeing up in-house technicians for other important tasks.

It makes financial sense because companies that outsource IT don’t need to invest in specialized equipment and costly software. The contractor has the necessary tools.

Companies that are in flux and/or experiencing growth, shift to outsourcing

When in-house IT staff is swamped, companies outsource Tier 1 support. This liberates staff for higher value tasks, such as those that help grow the business.

It makes no sense to have an IT network engineer performing Tier 1 support just because a company is understaffed. This is a common, but inefficient, use of a valuable resource.

Outsourcing increases productivity

By taking the bulk of Tier 1 support off the table, an outsourced IT firm can help a business’s in-house IT staff concentrate on higher value work, making them more productive. When your IT team can focus on your business objectives, increased earnings are likely to follow, offsetting the costs of outsourcing.

Outsourcing encourages career growth and lowers staff turnover

Outsourcing helps businesses to improve the skills of their workers. With the higher productivity and earnings associated with outsourced IT, the company can increase spending on its IT staff. Experienced employees can start moving up the ladder, which provides more job satisfaction and better results for your business.

Outsourcing helps to define the service desk

Companies benefit from having clearly-defined Tier 1 support. Some firms, however, especially when in flux, blur the lines between Tier 1 and Tier 2.

A professional Tier 1 provider like CanvasIT can help organize a clear-cut Tier 1 support structure. We’re also capable of providing a hybrid service of both Tier 1 and Tier 2 support, depending on the clients’ needs.

Over time, as the company comes to grips with a coherent customer service structure, CanvasIT can scale back its services to a purely Tier 1 support provider.

When outsourcing, it might be tempting to go for cheaper overseas options, but there are hidden costs. Remember that your help desk and, in particular, Tier 1 support is your public face. You need to be presentable. Language is important, as is culture.

If you are dissatisfied with your current provider – perhaps because of the language barrier, or the quality and training of the staff – CanvasIT aims to solve those issues for you.

Many companies have opted out of what seemed economically-viable outsourcing options after discovering that their provider couldn’t deliver the quality of service advertised.

Professionals like CanvasIT, however, invest heavily in their employees. We hone the skills of our staff through seminars and training exercises to ensure that clients get the service they deserve.

We also maintain a number of primary agents on every account, and we perform cross training once a week, every week of the year. We are prepared. If there is a spike in demand, we can use more people and they will already be familiar with your account.

Done right, outsourcing can make your company more profitable and more competitive. Get in touch with us today and you’ll see why we are the right partner to help you achieve your goals.

Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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