Alcor Property Management
Alcor Property Management – Experienced operations manager with a strong legal background. Focused on initiating back-end processes for software teams in Eastern Europe.
Nowadays, the necessity of IT support outsourcing seems to be a burning question for many IT companies. It is closely related to the good old question: what to outsource and what to keep in-house? Considering the fact that software support and maintenance is an important part of the final project, a thoughtful strategy must be developed to provide a comprehensive answer.
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Have you been wondering whether or not to outsource technical support? Let’s take a closer look at the pros and cons of this practice to find out if it will work well for you.
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The practice of outsourced technical support involves delegating software maintenance tasks to an outside company. Such IT support solutions often include error correction, testing and troubleshooting of various issues that arise with your product. I would like to get more information and clarify the pros and cons of this service.
Outsourcing technical support has several advantages that tempt companies to outsource software maintenance to IT service partners. For starters, it gives you the opportunity to scale up or down the support team based on the volume of current issues and projects. Such flexibility eases the pain of hiring skilled professionals and firing them once seasonal peaks are over. In addition, if you decide to hire foreign experts, you can get IT support services day and night. Usually an offshore team serves a different time zone than yours and a few others with the help of shift shifts. Thus, outsourced technical support can provide 24/7 access to the help desk.
Among the disadvantages of outsourced technical support services is poor quality control. Many technology companies choose to build their own team of IT service engineers because of the ability to directly impact product performance and customer experience. What’s more, external experts may not have the narrow technical expertise and proper background needed to maintain and improve your product, compared to the deep knowledge of in-house developers. Finally, it is important to consider customer feedback to decide what to do next. Accordingly, when you turn to help desk IT outsourcing for tasks like error correction, you miss out on the valuable insights needed to take your business to the next level. When your employees are responsible for software support, they can quickly provide you with useful information about the problem that needs to be solved. On the contrary, it takes much longer to investigate the situation and take action to fix it in the case of outsourced technical support.
Alcor can assist you in building the infrastructure required for the existence and operation of a company’s IT environment. We are responsible for the delivery, installation and maintenance of the necessary physical systems, such as hardware, storage, routers to power business operations in the office premises. To run the process as smoothly as possible, our customers always stay in touch with our IT manager, who takes care of setting up all the necessary devices and addressing any additional issues.
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Our turnkey IT support services can be utilized as part of a larger solution – your own R&D center. Alcor’s property managers can find excellent office space for your team, negotiate with landlords, review leases and inspect all workplace facilities. However, we see that today many companies choose to operate in WFH mode, so they cancel leases due to the current pandemic. That’s why we are ready to establish remote offices for your software developers and ensure their working conditions at a high level in these unprecedented times.
Alcor believes that business process outsourcing can significantly increase business success. By handing off secondary functions to the seller, you can focus on the product – your main asset. Therefore, we are ready to take care of all your operational tasks, but software development and maintenance. To address this issue, we advise you to outsource the recruitment process and hire offshore engineers with the help of our recruitment team. These IT specialists will work in-house on your own premises in Ukraine with full back-end support from Alcor. Such a solution has many advantages compared to software support outsourcing, and here’s why:
Frankly, software maintenance outsourcing does not work for IT companies because of the importance of this step to further product development. When you skip this important process, you lose your core expertise. This fact can negatively affect your income and even scare away investors. In a nutshell, the availability of talented in-house developers is a factor that ensures your competitive advantage.
When you outsource technical support, you lose a lot of information about the current stage of product development. You have minimal influence on outside experts, which can cause many misunderstandings. All these facts combined lead to a large number of corrections and fixes, which basically means additional costs.
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One of the main concerns when outsourcing technical support is the security of your intellectual property. Outsourcing this process involves sharing valuable data with an IT service provider, which carries multiple risks. Instead, it is better to hire reliable and talented IT headhunters to hire talented programmers, so that you are 100% IP owner.
People.ai is an IT products company that helps companies optimize marketing processes and sales through their own artificial intelligence platform. They recognized all the mentioned benefits of working with Alcor when they handed over all back office activities to our team. Our IT and real estate managers established the technical and security infrastructure at the selected location in just 4 weeks. Within this time, we prepared a complete office space for the company to move into, our recruiters hired over 25 talented professionals and our legal team assisted with the necessary legal operations. As a result, People.ai gained full control of its brand new research and development center in Ukraine along with all IP rights.
Taking all these factors into consideration, the decision to outsource technical support is not the best choice for IT product companies for a number of reasons. Starting with poor quality control and ending with intellectual property risks, outsourcing technical support seems to be a challenge for both small startups and large companies.
All our BPO services together can form your turnkey R&D office, which is the most comprehensive solution. It consists of recruitment, legal compliance, accounting and real estate services along with IT infrastructure setup. When such a setup is implemented, you don’t have to worry about any extra processes and instead focus on the growth and development of your business.
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It includes salary ranges and availability of in-demand developers in Poland, Romania and other EE countries (along with time-to-hire metrics and other KPIs for your case).
People.ai develops an artificial intelligence platform for sales teams, which requires rare engineering skills. The startup decided to recruit IT talent with a dedicated technology stack in Ukraine and started working with several providers at once, resulting in…
BigCommerce decided to abandon its IT outsourcing to keep product development in-house. They decided to open an offshore development center with their own team of engineers in Ukraine. Our partnership began with an office search and hiring of qualified software developers…
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