Scale IT Support Globally with ShiftAhead’s Expert Outsourcing

ShiftAhead empowers businesses with expert global IT support teams, ensuring 24/7 service, faster resolution, and enhanced innovation.

I am the head of Strategic Partnerships at ShiftAhead.tech. It is my pleasure to talk about our recent deal, which is a great example of how we change support from just a cost to a growth engine.

An IT solutions provider is well-known for having more clients than they can manage with their acquired staff at their disposal. Even though their experts support team is of the highest standards, they might still be struggling with talent shortages, due to various aspects such as geographical restrictions, and the management of 24/7 operations that result in a difficult process of adapting to a quicker market.

The Complications: Need for Global Support

The main problem with their support system was its heavy reliance on the capital which has now emerged as the biggest barrier. They were very eager to disseminate their services not only to a specific area but also globally, that is, to provide help at any time and most importantly, allowing their core engineering teams to concentrate on new technologies.

The story of money-saving through outsourcing has become stale and does not align with their strategy anymore. Our client needed an expert partner not only to facilitate the process but also to give them a true competitive advantage over their competitors.

Talent Acquisition Bottleneck:

·       The capability to hire and keep the best IT support staff for the whole world is the challenge we are talking about in this paragraph.

·       Support was narrowly defined due to the different time zones and the regions that were not covered.

·       R&D teams had to completely change concentration toward the routine which in turn slowed down their innovation processes.

·       There was not a support that was designed in such a way to be scalable when a new market or product was coming up.

ShiftAhead's Strategic Intervention: A Blueprint for Accelerated Growth

So at ShiftAhead, the team and I came up with the concept of using outsourcing in today's market to focus more on providing flexible customer support rather than merely cutting their costs.

We customized our method in a strategic way that was directly related to client requirements to start the immediate and visible results we achieved through the intelligent handover of the technical expertise along with the global workforce.

The change from the stage of evaluation to that of implementation had been nearly accidental. Our primary objective was to bring about a deep change in the shortest time possible.

Phase 1: Deep Dive Assessment & Technical Blueprint (1 week):

In this phase, we went through an exhaustive inquiry of support workflows, technology (ticketing, CRM, and knowledge base), and KPIs that existed in the current environment.

Our technical architects, supported by their IT leadership, designed a next-generation architecture by mapping out the most critical integration points and identifying sources of funding for automation.

Without the scoping, schedule setting, and rough estimating numbers like production planning made possible by such thorough examinations carried out at this point, it wouldn't be possible.

Phase 2: Agile Team Mobilization & Tech Integration (2 weeks):

·       The second phase is an essential stage of the agile teams' deployment process, where the technology integration takes two weeks.

·       We rapidly organized a competent support team, level by level, using our worldwide talent pool.

·       During this time, integration specialists were working on hooking up the APIs of the internal systems to the operations.

·       Afterward, we adopted cloud collaboration tools first before turning to AI routing and chatbot solution implementation for incoming queries.

·       It was an important milestone in achieving a forecasted 30% AI-driven IT service adoption by 2028.

Phase 3: Phased Rollout & Knowledge Transfer (3 Weeks):

The third phase of the rollout activities took three weeks as we decided on a phased approach instead of a big bang implementation. Starting with non-critical functions, we made our way up gradually expanding from there on.

The knowledge transfer sessions that featured documentation and shadowing training contributed a lot to easing the transition. Our initiatives involved setting up strong communication channels with real-time performance dashboards, which gave clients full visibility and control.

Phase 4: Continuous Optimization & Outcome-Based Management (Ongoing):

Continuous optimization is still part of famous partnerships that were established after the launch. We did not stop at the mere signing of service level agreements (SLAs) but went down to define the key performance indicators (KPIs) by always being specific mainly on resolution times, customer satisfaction scores (CSAT), and first contact resolution rates (FCR).

The performance evaluation activities included data analytics that revealed more possibilities for the automation of the process and for the refinement of the process.

The further facilitation of partnerships on their strategic objectives, and the journey from traditional contracts to outcome-based agreements, thus, appeared.

The Impact: Quick Wins Achieved

ShiftAhead was incredibly efficient with just one-off intervention work, but the impact of their work was felt throughout the world, in less than six weeks. Our quick modus operandi brought about the desired results. It thus illustrated a shift from simply lowering costs to the creation of value.

Round-the-Clock Global Coverage Implemented:

The client is now able to serve the customers living in the different time zones without any interruptions. It resulted in not only a higher customer satisfaction rating but also a wider market reach.

Efficiency in Operations Increased: The first numbers show that the time for dealing with a support ticket has been cut down by 20%. As a result, the pace of all other operations correspondingly increased.

Acceleration of Innovation: The mere fact of offshoring tech support has turned engineers 10% more productive for product innovation and development, the very point that gives them the advantage to compete in the IT market.

Enhanced Cybersecurity Posture: The client, by employing our security expertise, has implemented a more stringent set of safeguards against cyber threats (38% rise in 2025).

Contact ShiftAhead today to transform your IT support into a global growth engine!