Outsourcing Tips from Consolidated Communications
There’s been plenty of disagreement over the years regarding the advisability of outsourcing information technology. Here at Consolidated Communications we think the real issue is not whether to outsource, but what to outsource. We think it makes sense to keep in-house the strategic aspects of information technology while outsourcing tactical implementation. There are, of course, exceptions. Plenty of companies bring in a consulting partner to help with aspects of strategic planning, while others may choose to handle the daily “care and feeding” of systems internally. But no consultant knows your company or your markets as well as you do, so an outsider’s strategic plan may miss critical points. And implementation and day-to-day management—tech support and help desk—depend mainly on business data systems knowledge and best practices, which are more universal.
Outsource or New Hire?
Sure, you can hire people to provide tech support, but those positions tend to turn over every few years, and training new arrivals can take months. And new people bring their own approaches, which can turn your system into a patchwork. Tactical outsourcing, on the other hand, can provide continuity and eliminate that new-hire learning curve while supporting your strategic plans.
Trusted Outsourcing Partner
The right outsourcing partner can deploy information technology experts with knowledge of the systems you use and best practices in your industry. That provider will have a knowledge base with information on fast-changing systems and applications and will provide backup—system architects and experts with specialized certifications—to the front-line people supporting your account. And finally, they will offer a service level agreement, making payment contingent on specific levels of performance. At least that’s the way we do it at Consolidated Communications Business Services.
Article courtesy of Andy Berg, Sales Director