Chief Information Officers have found that outsourcing the help desk allows for them to cut costs and increase productivity. Satisfying customers and budget needs can be devastating to a CIO’s career. The cost of running a 24-7 help desk can be costly. Instead, why not free up your IT team to work on revenue generating projects and outsource the help desk?
Outsourcing the help desk saves the Chief Information Officer’s job so that they can focus on their core business functions instead of endless support management. An outsourced help desk adds so much value to an organization such as:
Support Availability
Not having a 24/7 help line can lead to complaints, frustrated customers, and potentially lost sales. An outsourced help desk allows for your customers to get support no matter the time of day without having to pay overtime to your own employees.
Outsourcing is cheaper as it also makes use of remote access to take control of a computer or account. This instantaneous option no longer has to account for travel, labor, and materials for a solution for your users. So, your customer gets a faster solution and you can offer it at a lower cost than what your company could offer internally.
Experienced Support Team
Help desk organizations will offer highly skilled agents to meet your customers with their answers right away. The best help desk companies will offer a “no-escalation” level of service where your customers, or even internal staff, can connect with one person who will see their issue resolved from the beginning to the end without escalating the issue within the department.
This level of service that you can offer at a much lower rate is a great benefit for driving customer satisfaction and thusly future sales.
Cost-Effective
Many outsourced help desks offer a set monthly cost that is far cheaper than any in-house solution. Maintaining a help desk team through the hiring, retention, and benefits cycle can be costly. Another consideration to make is that the IT support position has a high turn-over rate. Instead of spending the majority of your time and resources managing in-house, let the experts take care of it.
Investing in an outsourced help desk can greatly simplify the Chief Information Officer’s job so that instead of putting out fires, they can be spearheading new ideas to generate revenue and cut costs for your organization.
If you would like to learn more about Crossroads help desk solution and our no-escalation promise, please contact us.