Outsourcing Boosts Profits & Ensures Consistent Business Growth

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Strategic Imperative: Beyond Cost – How Global Support Outsourcing Elevates IT Enterprises

This enormous digital era has transformed the setting for an ever-changing IT industry like never before. This change highly demands rapidly growing adaptability, high scalability, and continuous dedication to the needs of the clients.

Outsourcing is cost-saving means has always been a leading driver of companies' preferential/selection for the so-called cheapest labor available. However, we all are witnessing a magnificent change of attitude in various growing sectors.

Why Outsourcing Dominates?

There are various IT companies that have already transformed their businesses with ShiftAhead’s outsourcing services have concluded that global support outsourcing is the key strategic element that launches growth, ideation, and service efficiency far beyond simple monetary savings.

The market for IT outsourcing on the global stage has been forecast to expand at a CAGR of 7.7% from 2024 to 2032, reaching $1.4 trillion. This tremendous growth is propelled by other reasons besides cost arbitrage.

Statista's latest research establishes that the availability of specific skills (40%), the improvement in quality of service (35%), and the possibility of concentrating on the main competencies (30%) have all started to play a decisive role in the decisions of the IT decision-makers to outsource.

The IT Operational Chasm: Challenges in Global Support

Our IT client in question is an established leader in cloud-native SaaS solutions and boasts of over 500,000 users globally. Yet their in-house support operations have gone through a tumultuous path with the biggest bottleneck personified by:

1.     Talent Acquisition; Retention Bottlenecks: 

The company faced numerous issues including and not limited to having to recruit and/or keep support engineers L2 and L3, that have the technical skills of "containerization" tech like Kubernetes, Docker, etc., and also those who are knowledgeable in microservices architectures but differing across time zones due to company growth and diversification. This drawback ending up at a 30% shortfall was a major problem.

2.     Escalating MTTR (Mean Time To Resolution):

The existing teams of the client are multiple disconnected from different locations, in addition, to the lack of a single worldwide set of instructions, resulted in an average MTTR of 18 hours for emergency cases that is much higher than the industry standard. The situation directly affected customer SLAs and satisfaction scores resulting in a 15% decline in these metrics on an annual basis.

3.     Diversion of Engineering Resources:

The frequent high-profile inter-departmental escalations often made it necessary for top senior developers to quit their main R;D projects thus decreasing the rate of new features by 25% and the execution of the product roadmap.

These inefficiencies that the operations displayed indicated a hasty change to a more capable and stable global technical support system was necessary.

The Shiftahead Solution: Engineering Excellence in Global Support

Collaboratives of Shiftahead and the client in IT got to the epicenter of the issue and completely reconstructed the global support operations. The solution applied the know-how of Shiftahead to roll out a strong, stable, and technically proficient support network.

Among the major accomplishments were:

24/7 Global Coverage the Best Technical Help: Delegating a team of certified engineers distributed around the world who can handle critical support issues in AWS, Azure, GCP, and the SaaS platforms to create a follow-the-sun support model. There was a sharp and sudden decrease in the MTTR of critical incidents by 40% within six months.

Enhanced Technical Problem Solving: Deploying of the already developed tiered support system weighted with Shiftahead handling L1 and L2 levels while providing specialized L3 technical resolution for complex API integrations and infrastructure issues.

Shiftahead’s Precision Process: A Framework for IT Agility

Shiftahead's strategical team designed a method which proposed an efficient manner of realization, with less effort and maintaining a high level of work:

Technical Operational Blueprinting: Our team created a substantial penetration beyond the client's present ticketing systems (i.e., Zendesk, ServiceNow), knowledge bases, and architectural diagrams. This progress enhanced the creation of a detailed runbook that delineated exact escalation paths and diagnostic procedures.

Specialized Talent Deployment: Expertise team of engineers worked on the customer's tech stack, that is, professionals with the certifications that match the technology of the client including cloud platforms, database technologies such as PostgreSQL, MongoDB, and the programming languages, was assembled by curation.

Integrated Knowledge Transfer Tooling: The creation of a remote terminal network for team members allowed for setting up IDEs and debugging. The modules included all the information that the Shiftahead team needed to know about the client's product, like what to do when the product went wrong, and ways to meet the customer's expectations.

Performance Analytics Continuous Improvement: Real-time dashboards were used to track KPIs such as FCR, CSAT, and backlog metrics. Issues that were identified frequently and their long-term solution were the two pillars of the bi-weekly sync calls. These also were the time for knowledge base development and enrichment.

Strategical Success Verdict:

This case study illustrates the idea that moving your company's supportive functions to an outsourcing provider is more than just a cost-cutting measure. It ensures a profit-generating element/ and a fundamental condition for long-term business development.

By engaging the outsourcing services, enterprises not only achieve to make a cost reduction of their production but also propel their activities for the goals of innovating, staying agile in the market, and going international in the development process in a continuous changing backdrop.