Is On Demand Support Really Worth It?

TSP • @myTSPnet


We live in a world of instant gratification. From same-day shipping to on demand television, we've become accustomed to receiving what we want, when we want it. Patience is dwindling, with surveys revealing more than half of Americans will hang up the phone after being on hold one minute or less and 96% will knowingly consume hot food or drink certain to burn their mouth.

This culture has caused many on-demand services to pop up (like Uber). However, the service industry has largely stayed the same — leaving customers on hold for an automated response or awaiting a technician visit to their business or home. Companies offer on demand support, but is it worth it? It all depends on the unique needs of your business.

According to an annual survey by ManpowerGroup, 40% of employers worldwide face talent shortages. These shortages have left employers to explore alternative sourcing strategies, pay higher salary packages to recruits or outsource the work to other organizations.

Even when talent is found, it’s nearly impossible for subject matter experts to be onsite and available for any service issue that might arise at any time. Depending on the business, service issues may occur one a month or once a day! Not everyone can predict the frequency of their service issues or plan for potential crises.

The talent shortage trend is expected to continue with 48% of employers reporting they expect hiring will be moderately or significantly more challenging this year. Through outsourced IT and On Demand Support, large and small businesses can be relieved of hiring pressures and focus on their core business. Supplementing talent shortages is one of the biggest advantages to utilizing an IT service provider.

A common complaint regarding IT support is the frustration of trying to communicate a problem and get it corrected accurately and quickly. Businesses need responsiveness and action, but the cost of onsite or stand-by support may be too big a pill to swallow.

According to Deloitte, there are a handful of industry trends driving growth this year, with one of them being user-friendly tools and apps. These tools will provide a solution for businesses who may not have the bandwidth to learn and master a new technology.

TSP’s mobile merged reality service allows technicians to show a resolution, not just talk about it. Technicians collaborate in a service environment where the application combines onsite and remote video streams for instant, interactive sessions. Technicians can freeze images, insert their hand virtually and even add real objects into the merged reality scene. All of this saves time and money, improving uptime and system reliability.

Issues can arise at any time and waiting for a service provider to show up is the last thing anyone should have to worry about. When utilizing an on demand service, you can rest assured knowing there is someone on call and available for anything that may pop up — from equipment malfunction to system failure.

Better yet, you can rest assured knowing that someone is an expert. Studies have shown that the average training cost per employee is over $1,200 and takes more than 30 hours. This time and money may be worth it in the long run, but it doesn’t guarantee the employee will truly understand technology both inside and out.

Remote access service allows you faster diagnostic support by utilizing TSP experts nationwide. Code can be written and systems modified remotely without ever physically stepping onsite. Technicians can efficiently access systems remotely over a secured Internet connection. Not only will you be connected with an IT expert, but you’ll be connected with the right expert at the right time — not just when he or she is on site.

Whether or not On Demand Support is right for you is entirely dependent on your business. Take a deeper look at what services you’ve utilized in the past and what has worked best. 75% of small businesses reported utilizing a technology partner at least occasionally throughout the year, with 20% reporting frequent use and 23% reporting regular use.

If you like to do your own service, deploy a shared maintenance service model or prefer to outsource all services, TSP’s On Demand Support may just be the solution for you.