Utilizing an outsourced help desk partner is a great way for a company to streamline its processes and become more efficient and productive. However, one thing that holds some organizations back from outsourcing their help desk is the perception surrounding the cost, especially during these current times when every dollar counts and many organizations are being forced to reduce their costs and budgets. If this describes the current situation at your company, then here are 4 ways an outsourced help desk partner can save you money during this current time in our economy and moving forward.
1. Enhanced Operational Efficiencies
Every business has a goal of operating like a well-oiled machine. If you have to continually deal with slow-moving parts or breakdowns in your operational processes, then you will not get all the work done that you need to, which can negatively impact your bottom line and morale. Not only does an outsourced help desk partner relieve issues on the front-end, but it also enhances operational efficiencies on the back-end. An exceptional help desk partner will force the rest of your IT department to adhere to standard processes because the help desk will need to know what to do with every ticket it creates, whether it resolves the issue, or escalates it to another internal support group. These standards will allow end users to experience consistency when they seek support.
2. Increased Productivity
If your employees are able to do their work without issues or problems, then productivity increases. By implementing many of the predictable, repeatable processes required by an outsourced help desk partner, employees get back to work faster and support teams know what to expect when they receive tickets from the help desk. Instead of spending hours sorting through information to see which tickets are the most important, an outsourced help desk partner will prioritize them. This will allow your team to focus on the more important tasks critical to the business.
An outsourced help desk partner can also predict, prevent and quickly respond to serious issues that can lead to catastrophic failures with extended downtime and cost. Streamlining processes makes the whole IT team more efficient and productive, which can result in significant financial savings for the organization.
3. Better Cost Management
An outsourced help desk partner brings a more consistent budget compared to the volatility of expenses incurred from an internal team. With an internal team, you have the financial responsibility of real estate, equipment, hiring, training, and more. On top of that, you have the management of staff, vacations and turnover, all of which cost the organization time and money. These factors can impact the IT department’s ability to meet service levels and keep the company’s operations up and running. An outsourced partner can also take on the responsibility of recruiting the experts needed to provide excellent customer support and relieve you of the time-consuming effort to hire, train, and manage staff, including employee turnover. Outsourcing gives you a more consistent and controlled monthly expense.
4. Improved Customer Satisfaction
According to an industry survey, the help desk has by far the greatest impact on IT’s overall reputation. With the appropriate support of an outsourced help desk partner, an organization can greatly improve its overall customer satisfaction, not just for the help desk, but for the entire organization. With the proper partner, you will be able to gain the trust of the client community and increase adoption and utilization of your support services, which can lead to more business, less employee turnover, and more money for the organization. By outsourcing your help desk, you’ll also be able to take advantage of improved customer tracking and management, thus allowing you to ensure better satisfaction across the board.
Are you looking to hire a help desk partner to help improve processes and efficiencies while saving your organization money? Click here to schedule a consultation with our team of help desk experts.