Quality Managed IT Services Come to Those Who Don’t Wait

By: Esther Shein| - Leave a comment

Digital transformation isn’t the only mandate occupying the attention of today’s enterprises. According to Forrester, 72 percent of businesses report improving customer experience is a top priority.1

Yet a 2016 study by NewVoiceMedia estimated that U.S. businesses lose $62 billion a year due to bad customer experiences.2 This raises the question: Should enterprises tackle IT support in-house, or are they better off outsourcing to a managed IT services provider?

Doing It Yourself

The cloud, along with a constantly evolving portfolio of applications, has equipped IT to enable enterprise productivity and communication. IT can minimize the number of end-user issues by choosing low-maintenance applications that are intuitive and easy to use.

However, the do-it-yourself support model is a tall order. Support services must switch from focusing on fixing problems and measuring past issues to predicting customers desires. Additionally, while support metrics have historically centered on supporting operational performance, this, too, is evolving: IT is now focusing on customer-centeric or success metrics.

Outsourcing Managed IT Services

Deloitte’s “2016–2017 Global CIO Survey” should also give enterprises pause with respect to the do-it-yourself approach. According to the study, some 45 percent of CIOs report not yet tapping into the capabilities of IT to deliver customer experience.3

Enterprises that attempt to provide all of their IT support in-house can experience higher costs in research, development and implementation time —all of which ultimately get passed on to customers.

Additionally, the self-service model can be challenging in industries such as legal, where lawyers have billable-hour metrics to meet. In this case, time is better spent speaking to a service desk expert rather than leaving a user to find the answers themselves.

Outsourcing managed IT services typically provides businesses with a competitive edge because it allows IT more time to prioritize mission-critical problems and deploy new systems that enhance productivity.

Looking Ahead

It’s time for support services to evolve beyond the break-fix model. According to the Service Desk Institute, organizations are demanding more agile, flexible and innovative solutions to meet their changing business needs.4

Managed IT services providers are rising to the occasion by offering integrated managed infrastructure that seamlessly integrates with mobile devices for quick and efficient support. They also provide human contact when needed. As long as enterprises continue operating in commercial markets and disruptive technologies continue to develop, there will be a need for people to sort out complex and time-consuming support issues.


[1] https://www.forrester.com/72+Of+Businesses+Name+Improving+Customer+Experience+Their+Top+Priority/-/E-PRE9109

[2] https://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic

[3] https://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/deloitte-cio-program-survey-navigating-legacy.html

[4] http://www.barclayrae.com/wp-content/uploads/2012/02/BRC-White-Paper-2017-Beyond.pdf

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About The Author

Esther Shein

Freelance Writer

Esther Shein is a freelance writer and editor specializing in technology, business and education. Her work has appeared in several online and print publications, including Inc., Computerworld, NetworkComputing, InformationWeek, BYTE, CIO, CMO.com and The Boston Globe. She has written thought leadership whitepapers, customer case studies and marketing materials in addition to news and feature articles. Prior to going freelance she was the editor-in-chief of Datamation, an online enterprise technology magazine. She was also a senior writer at eWeek (formerly PC Week) and worked at The Associated Press.

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