Over the last several years, the concept of outsourcing has expanded and evolved. It used to be that large companies in the US and Europe outsourced business processes, targeting regions with highly-technical talent pools, such as India, the Philippines, South America, and other countries. However, with advances in cloud, mobility, and other technologies, outsourcing is now playing an even bigger role for SMBs looking to gain a competitive advantage as well. That’s primarily because the shift to cloud computing makes it easier than ever to adopt outsourcing. Leveraging contractors or part-time specialists can fill critical gaps in an organization’s talent pool by expanding access to expertise and productivity at a reduced cost. It also improves efficiencies and allows full-time employees to focus on tasks they’re better at, and those that are central to the business. Successful business leaders have realized that outsourcing – done right – can support company growth in a major way, allowing companies to not only pay less for non-core services but also ensuring essential employees remain focused on innovating, rather than being bogged down in other responsibilities.
The tricky part is knowing what tasks to outsource – because what works for one business may not work for another. For instance, outsourcing accounting, marketing, and IT functions such as data center operations and help desk have a mostly positive track record of success. While outsourcing a function like application development may work for some companies, but not for others. If you’re evaluating the pros vs. cons of outsourcing, think strategically and ask yourself key questions.
- What are the core competencies of my team?
- What don’t we have time for that might be slipping through the cracks?
- What are the optimal roles to outsource that will deliver significant ROI?
Outside experts can help you zero in on critical areas for growth
While there is very little that cannot be outsourced today, with freelancers available for nearly every industry and budget, for organizations that don’t know where to start, customer service and digital marketing are two rock-solid options.
That’s because customer service is more important than ever – where 96% of consumers say customer service is an important factor in their choice of loyalty to a brand – and digital marketing is right up there in being critical to business success. (Source: Microsoft). Today companies need to have a true omnichannel customer service platform to support customer engagement. They also need the ability to track and understand all of the interactions that may have led up to a given customer touch point. By taking this full-lifecycle approach, companies can personalize their interactions with customers and also gain greater visibility into their customers’ preferences, buying history, and the set of experiences that cause individuals to reach out in the first place. However, managing omnichannel customer support entirely in-house can be extremely costly and time-consuming. Contact center partners or experts that specialize in customer support can take care of the infrastructure, personnel, and management of these programs. Trouble ticketing solutions built into omnichannel support platforms can provide customers options for support via, email, chat, and phone, and can help agents prioritize issues for faster resolution and customer satisfaction. Outside partners can also help teams zero in on customer engagement by having social media experts who can respond quickly through social channels, answering questions and comments in near real time, without taking a huge chunk out of the company’s bottom line.
Don’t underestimate digital marketing
It’s becoming more apparent that users want to do their research before engaging with a sales representative. That’s why inbound marketing and content marketing are now such integral components of the buyer’s journey and are central to effective marketing. But, it’s hard to be an expert in all areas if you’re a small or medium-sized business owner. Even if you have a full-time marketing expert on staff, it’s nearly impossible to assume they’ll have the bandwidth to develop campaigns and create content to use in all the digital channels. Digital marketing specialists can provide best practices for your particular industry and map out and execute plans for effective content marketing, inbound marketing, email, social media, or SEO or search marketing. Outsourcing might include contracting with a graphic designer to update a website, a copywriter to handle the blog and email newsletters, and a social media expert. An agency that has all of these resources can simplify campaign management and keep on-going marketing functions coordinated and running smoothly.
Where will you go from here?
Part of the reason for the growth in the outsourcing market is that the business landscape is becoming more competitive and companies are looking for an edge. Organizations that bring in experts for the right roles can expect dramatic results. While letting go of these functions may not be easy at first, for many, it’s a wise move. If you’d like to learn more about how outsourcing can super-charge your business, talk to Outsourcive! We offer a full line-up of support functions so you can focus on what’s most important – your business growth and your customers. Let us help you reinforce your value to your clients. Don’t wait!