Three Myths About Outsourcing Computer Support


The term outsourcing has become a dirty word. For instance, consumers associate outsourcing with poor customer service. We’re here to champion the word for Managed IT Service Providers and how outsourcing is a win-win for all involved.

Outsourcing IT support to a managed IT service provider has become the norm. For instance, most businesses focus on generating revenue for the company instead of dealing with computer issues. Same can be said about services performed within a company. A business pays a municipality to maintain their water and electricity. For example, a business is paying a professional to manage all aspects of their electricity. You’re not connecting wires, installing light switches, or fixing electrical wall mounts. You’re hiring a professional to perform these tasks on your behalf. Although a business owner can maintain her own PCs or electricity, chances are she’d rather outsource these tasks to experts.

For this blog’s purpose, we’ll discuss the benefits of outsourcing computer support and why all businesses need a managed IT service provider partner like us.

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Myth No. 1: Outsourced IT Means A Reduced Quality of Service

We’ve all been there. Had some electronic device malfunction on us and had to call customer service to get the issue resolved. After we call the technical support hotline – we spend unnecessary time trying to give our name, explain the problem, and provide one letter at a time when spelling something. Therefore we become overly frustrated. When the situation comes to outsourcing your computer support, this could not be further from the truth. First, most, if not all, managed IT service providers are exclusively first language English speakers. Second, the quality of service provided is personalized. For example, say you were to call your managed IT service provider for an issue related to sharing your calendar on Outlook.

Chances are high you’d speak to a level one technician who’s able to speak proper English, eloquently communicate a solution, and leave a smile on your face. Reverse that and calling a non-domestic IT service provider could take double the time to resolve the issue. Leading to lost time and possible frustration.

Lastly, you’re likely working with a local provider who knows every person’s name in the business. You’re able to comfortably communicate the issue to the technician who then can collaborate with you to come up with a resolution. Outsourcing IT support doesn’t mean you’re leaving your valuable computer system in the hands of unqualified workers. On the contrary, you’re partnering with an expert in managed services, who tailors business solutions to your company’s computer network. In short, outsourcing IT support can help alleviate pesky computer issues, while the business focuses on generating revenue.

Myth No. 2: If You Outsource Your IT Needs, It’s “All Or Nothing”

A lot businesses ask us if we can perform one-off IT work instead of managing the company’s network. The simple answer is yes. For instance, we can be contacted if a computer were to break or an individual’s PC is infected with a virus. The type of support we’re describing here is reactive support. Reactive support is an issue that arises out of nowhere. We’re reacting to the situation. However, customers who are on reactive support do not receive the full benefit of a managed IT service provider. For example, reactive support is reacting to an unforeseen issue, whereas, proactive support is proactively managing, maintaining, and monitoring the customers environment. Although certain issues arise without notice. There are steps a businesses can take to remain proactive.

Furthermore, proactive managed IT services provides peace of mind knowing a team of technical professionals are monitoring the company’s network 24/7.

The next time a computer issue rears its ugly head – you as a business owner have multiple options. Contact a local managed IT service provider to help with your existing issue. However, instead of continuously looking for an IT specialist, why not have the technician contact you? The benefit of partnering with a managed service provider is how all aspects of the computer network are constantly being monitoring. For instance, say the internet went out. One recommendation we stress is having a back-up internet connection to prevent downtime. A firewall is programmed to switch over to the backup internet connection. The switch over would be transparent to the business and employees can continue to work. We, as a managed IT service provider, strive to stay ahead of any unforeseen issues to ensure quality customer service.

Myth No. 3: Location For Outsource IT Matters

A lot of managed IT service providers work with local businesses. For instance, an advantage of a local provider allows for quick response time and efficient onsite support. However, in this day and age were remote working is becoming a norm, helping out of office users is not an issue. Is there a benefit of having a local managed service provider? The short answer is yes and the long answer is it depends. For example, the perks of a local provider can help customers quickly and efficiently. That’s not to say remote users receive terrible support. On the contrary, remote users can receive hands on support, similar to onsite support.

Today’s technology provides managed IT service providers the opportunity to help remote users. Specifically, service providers can remote into a PC and troubleshoot the issue in real time with the customer. From there, the technician can provide a solution to the problem and help resolve the customer’s issue.

Nowadays, being a local managed service provider does have advantages. In particular, a technician can interact with the customer in person and provide onsite support fast. However, a remote support technician can provide the same support but from another location. The choice comes down to two options, preference and cost. An onsite technician can cost more money, but provides personalized service. While a remote technician may not be onsite, she will be able to solve the issue whether or not she’s onsite at a customer.

The advantage of a local provider who can provide onsite and remote support is what a business should look for. The benefit a provider can come onsite or remote in can help a business maintain efficiency. The managed IT service provider will evaluate the issue to determine onsite or remote support.

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Andrew Lopez

Project Manager at Zuma Technology
A project manager for Zuma Technology who specializes in managed services and web development. Zuma Technology is a managed service provider that specializes in ​technology solutions for small and medium businesses. We proactively manage the customer’s computer​ and network​ infrastructure to maintain a​ secure​, functional​ and efficient​ environment.
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