First, let’s visit the question WHY do companies choose to outsource their IT functions? In one word, SAVINGS. Outsourcing IT decreases the expenses of hiring, training and retaining personnel, as well as maintaining infrastructure and equipment.
So then, WHAT happens when IT is outsourced to a worldwide IT Resource? Well, we’ll look at the pros and cons in a moment, but first, plan on an experience that is a frustrating mess of chaos. Here is just one example:
What Happens when Companies Outsource
IT to a Worldwide Resource
Below is One Scenario to Ponder
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A call will need to be made to the outsourced IT company. If there are multiple IT functions within a business, then there may be more then one company you will have to deal with just to get the help needed. And, one company may say, “Oh, that is a problem for the other company to solve, call them, then call us back."
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A request for a ticket to be opened regarding the specific IT problem at hand comes next.
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The person who answers the call and opens the ticket will tell you, "When a tech is available, they will return your call.” Then, they will ask what call back number is preferred. The wait times can often be lengthy, anywhere from one hour to one day. Be prepared to hurry up and wait.
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The tech finally calls, and their ability to speak English clearly and concisely is questionable and not always an option. One must be a very good listener to understand what they are saying.
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The troubleshooting begins, and since the tech is not on property, they have to find the root cause of your IT problem over the phone. For example, if the problem is with a POS (point of sale computer), they have to figure out, which POS they will need to fix, especially if there are multiple POSs in the building. Say they attempt to fix POS 16, then discover POS 16 is not the problem it’s POS 19, okay now, there may be a new issue because they may have just messed up a working POS, instead of fixing the computer that has the problem.
This scenario is just one of many an executive might encounter when seeking IT support from a worldwide resource. The process can be maddening and time consuming. So, one might ask is the savings from outsourcing IT to a worldwide company significant enough to offset being without technology for an entire day?
The Pros and Cons of Outsourcing
Pro: Savings on IT Costs
Con: Beware of hidden fees on IT assessments and remediations
Suggestion: Choose the right outsourcing partner, not necessarily the cheapest one
Pro: Clearly define objectives, expectations and measurable goals
Con: May be impossible to do if the IT company is not based in the U.S. and serves multiple businesses worldwide
Suggestion: Assess your IT needs and seek a local company, who will work with you affordably, scale up or down to suit your needs and budget and be assessable
Pro: Establish clear communication channels and treat the outsourcing partner as an extension of your team
Con: Communication barriers may make this impossible to do because of language differences, cultural nuances and time zone discrepancies.
Suggestion: Be choosy about who you hire to be our IT partner
Pro: Plan and train your team for a knowledge and control transfer
Con: Sharing sensitive data with a third-party provider raises serious concerns about security, quality control and timing. This also means you may become dependent on a company, which is based half way across the world or on another continent.
Suggestion: Be wary of who you hire to handle all of your IT needs. Check their track record, reviews, capabilities, companies they’ve served and make sure they are a reputable, trusted company.
If you are going to outsource, call ITCentral. They are IT experts, engineers and architects, who came from some of the largest, worldwide companies. They are locals and a small business, who have a proven and impressive track record of providing top-notch IT services. They are a trusted, renowned business in MO and KS. Their rates are affordable, and they can scale up or down to suit your needs and budget. And YOU, get to work with an expert every time you call, that’s our promise.
