For growing companies, there’s an ever-present race between demand and their ability to meet it. Tech providers and those who create Software as a Service (SaaS) are often the ones who are in this race most of the time. While the vast majority of the people has integrated technology, that only means a more dedicated department for technical support is necessary.
However, not all companies can take this obligation easily, especially if they’re just starting out in their industry. This is primarily why outsourced IT support services are becoming more popular. This setup allows companies to focus on the product while the third party provider takes care of the technical side of the business.
It’s admittedly not an easy procedure to start outsourcing IT support services. There is a myriad of factors to consider before you even sign with a company, some of which are easy to miss.
If you’re looking to outsource your tech support requirements, here are some of the most important things you should ask yourself:
How well do you understand your product?
Unless they’ve handled a similar client before (which will usually not be disclosed due to non-compete clauses), you’ll need to train the company’s IT support staff on the ins and outs of your product or operation. This is where choosing the personnel that will train these people becomes important: If they don’t understand your product, it indicates a glaring flaw that your customers will surely notice.
Can your product scale?
Another thing you need to watch out for is growth. It could be that what you have is something that will exponentially grow in value and demand, and you need proper forecasting for this. Some companies may not be able to handle the demand if the need arises.
What are the technical qualifications of the company you’re looking at?
With multi-specialization on the rise, outsourcing companies are venturing into more niche industries with the intent of increasing the core competency they have to provide their specific services. If you’re not quite sure about the technical background of the company you’re engaging with (for example, automotive tech support for smart cars vs. office network management), you may need a clearer dialogue with your contacts at the company.
What are the risks?
Finally, a healthy amount of workplace confidentiality and security can go a long way. If you’re sending trainers to the outsourcing company, make sure they stick to a proven agenda and not say anything more than the need to. Remember that while they are assisting you with your product, the intellectual property is still your own and should be respected as such.
Outsourcing IT support doesn’t have to be a lock-in deal, as plenty of companies offer packages based on your needs. Some even have seasonal offers that may suit your seasonal requirements. Finding a trustworthy and reliable company to help you manage your product is one of the best investments you can make for a growing company and can help you reach greater heights when it comes to your business goals.
