October 4, 2024
Long-Term Benefits of Help Desk Outsourcing for Managed Service Providers
Patricia Arcilla
Patricia is a content writer for STAFFVIRTUAL. She’s been interested in writing since she realized...
If you’re running a managed service provider (MSP), you already know how tough it is to juggle day-to-day operations while trying to scale your business. The reality is, there’s always more to do, especially when it comes to providing top-notch support to your clients.
But here’s the thing: handling your help desk in-house can quickly become a massive drain on your resources. That’s where outsourcing comes in. Outsourcing your help desk isn’t just a short-term fix to offload a few tasks. It’s actually a long-term, smart move that sets your business up for growth and stability.
A report by Deloitte even shows that 70% of companies focus on outsourcing as a way to fuel business growth through cutting costs. But it’s not just about that (though that’s definitely a bonus). It’s also building a foundation that lets you grow without burning out your team.
Let’s learn why working with an MSP Help Desk Outsource provider is one of the smartest strategies for staying competitive in the long haul.
Why Long-Term Planning Is Important for MSPs
The tech world moves fast. If you’re not planning ahead, you’re falling behind. MSPs that only focus on putting out fires won’t make it far. You need a plan, especially when it comes to handling your help desk. The last thing you want is to have your team overwhelmed with technical issues when they should be focusing on your core competencies.
Long-term planning gives you the breathing room to do just that. Think about it: as your client base grows, so do the demands on your help desk. If you’re not ready, those incoming tickets can pile up fast, and your team will be left scrambling.
By outsourcing your help desk, you’re setting up a support system that grows with you. That means no more scrambling to find solutions when things get busy. Instead, you’ll have a stable, scalable solution in place.
How Outsourcing Creates Stability and Reduces Costs
We all know keeping costs down is a priority, especially if you’re trying to grow your MSP. But managing a help desk in-house is expensive, there’s no way around it. You’re not just paying for salaries; you’re paying for office space, equipment, software, and ongoing training. What happens when someone takes a vacation or calls in sick? That’s even more strain on your already stretched team.
Outsourcing your help desk is a game changer when it comes to cutting those costs. Instead of footing the bill for a full-time in-house team, you only pay for what you need. A Forbes piece shared that companies can save up to 70% on operational costs when they outsource functions like IT. That’s a big deal when every dollar counts.
But it’s not just about saving money — it’s about creating stability. When you hand off certain work, you get 24/7 support without worrying about staff shortages, holidays, or turnover. Your clients will always have someone to help them, so you can relax knowing your support is covered.
Plus, an outsourced team will have the latest tools, processes, and training to handle issues faster and more effectively.
Improving Service Levels for MSP Clients
Your clients expect the best. When their IT systems go down, they don’t want to wait around, they want solutions fast. Offshoring your help desk ensures you can deliver that speed and reliability. And let’s be honest, it’s hard to keep up with high service levels if your in-house team is already maxed out.
A professional external help desk has systems in place to make sure no issue falls through the cracks. Whether it’s automated ticketing systems or established workflows for common problems, they can resolve issues faster than most in-house teams.
LiveHelpNow found that 54% of businesses rely on third-party vendors to handle their support services. Farming out work to experts can result in greater customer satisfaction and loyalty, with 93% saying they’ll stick with companies with top-tier customer support. When your clients are happier, they stick around longer, which means more revenue for you.
Freeing Up Internal Teams for High-Value Tasks
One of the biggest advantages of an external help desk is freeing up your internal team to focus on higher-value tasks. When your existing staff is weighed down with routine troubleshooting, password resets, or minor technical issues, they can’t focus on the projects that drive real growth, like network upgrades, cybersecurity initiatives, or strategic planning.
Through offshoring, you allow your internal team to do what they do best: innovate, strategize, and deliver value to your clients. This shift leads to a more productive workforce and helps you grow faster.
Moreover, a good third-party support system not only improves efficiency but also boosts your team’s morale and performance. This ultimately leads to better client outcomes and a more successful business.
Adapting to Changes with a Scalable Help Desk Partner
The beauty of outsourcing is flexibility. The workload in an MSP isn’t consistent, there are always busy seasons and slow periods. Managing this fluctuation with an internal team can be a nightmare. When things get busy, you’re either overworking your team or hiring temporary staff to handle the load, both of which can hurt productivity.
With a scalable help desk partner, that’s not an issue. They adjust to your needs. When demand spikes, they ramp up support. When it slows down, they scale back. You get exactly what you need, when you need it — all without the headaches of hiring, training, or laying off staff.
And here’s another bonus: a help desk partner is also quick to adapt to changes in technology. As MSPs, we all know how fast things change in IT. Whether it’s a new software release or a security update, your help desk partner stays on top of it. They help you make sure your clients get the best support, no matter how tech evolves.
Building Stronger Client Relationships Through Consistent Support
We know that relationships matter in this business. And nothing kills a client relationship faster than inconsistent support. Clients expect reliable, high-quality service every time they reach out. If they don’t get it, they’ll start looking for someone else who can deliver.
Outsourcing your support desk helps you achieve that consistency. Your clients get the same level of support every time, no matter when they call. That builds trust. And trust is what keeps clients coming back.
A report from Bain & Company revealed that increasing customer retention by just 5% can boost profits by up to 95%. So, by delegating your support service and ensuring your clients always get the assistance they need, you’re setting yourself up for long-term success.
Enhancing Business Continuity and Disaster Recovery
When unexpected outages or system failures occur, having a dedicated, experienced support desk partner offers quick, efficient responses that minimize downtime. They can immediately assess and mitigate the situation, providing support around the clock. This is something that’s hard to achieve with an in-house team alone.
You can ensure there’s always a plan in place to handle these crises effectively with a dedicated support service. This proactive approach reduces the risk of extended downtime, protects your reputation, and reassures your clients that their systems will be back up and running quickly, no matter the situation.
Tips for Finding and Choosing the Right Help Desk Provider
Outsourcing can be transformative for your MSP — but only if you choose the right partner. Here are a few tips to help you find a help desk provider that fits your needs:
- Check their experience. Make sure they understand the MSP space. A provider with experience in your industry will already know what you need and how to deliver it.
- Scalability. Can they grow with you? The right company should be able to handle increases in demand without missing a beat.
- Technology and tools. Make sure they’re using modern, efficient tools. Automated ticketing, real-time tracking, and reporting are essential.
- 24/7 availability. Your clients need help around the clock, so your help desk should be there no matter what.
- Training and certifications. Look for a partner whose team is well-trained and certified in the latest technologies and best practices.
- Solid SLAs. Make sure their Service Level Agreements (SLAs) match your clients’ expectations for response times and issue resolution.
Let STAFFVIRTUAL Be Your Help Desk Partner
Help desk outsourcing is more than just a way to cut costs — it’s a long-term investment in your MSP’s success. By doing so, you create stability, improve client satisfaction, and set the stage for sustainable growth.
When it comes to finding the best provider, STAFFVIRTUAL should be at the top of your list. We understand the unique challenges MSPs face and know how important it is to provide consistent, reliable support.
By partnering with STAFFVIRTUAL, you can focus on growing your business while we assist your staff and clients. Our scalable solutions adapt to your needs, and our experienced team is ready to jump in and take your help desk to the next level. Schedule a call with us to learn more!
Sources:
Global Outsourcing Survey 2022 | Deloitte
Five Indicators That You Need To Outsource | Forbes