Outsourcing isn’t for everyone.
Many companies prefer to build and develop their own internal team as they feel it gives them better control over their performance and throughout the customer journey. This, of course, is a perfectly reasonable and risk averse position for any company to take.
But could a ‘no outsourcing’ stance actually be constraining that business’s ability to grow?
Can they react quickly to short-term resource shortages like unplanned sickness, planned holidays and unexpected volume spikes? Sure, they could utilse overtime but this has its own shortcomings; it’s expensive, it’s more difficult to manage (especially if it falls outside normal working hours or into weekends) and it could be demotivating to their team as they are pushed harder and spread thinner.
What about longer term resource pinch points such as deployment projects? The internal team would surely be the most cost effective method? If the project can be completed without affecting the business-as-usual/SLA-driven elements, then the answer is yes. However, what if it can only be completed with overtime, or lies outside of normal operational hours (evenings, nights, weekends), or requires skillsets/certifications that not all of the internal team have?
The best IT service companies understand that outsourcing is much more than just a headcount and numbers game. They want to build relationships that are closer than 3rd party. They want to understand how their customer actually operates, what their customer really needs and most importantly, when their service can add value to that company and when they can’t.
White-labelling only works when the end customer can’t tell the difference between an internal engineer and a contractor and that only happens with a trusted resource partner that is committed to delivering the highest quality with consistency.
As stated at the outset, outsourcing isn’t for everyone. Yet for many companies it is has become an essential tool to help them deliver cost-effective, low risk growth.