Should you take a leap of faith and outsource your Service Desk?

Sep 14, 2016

Outsourcing can be a daunting subject to think about let alone actually commit to, but it is not as scary as you initially imagine. You might fear the expense, the chance of a data breach, the loss of your job or even fear choosing the right partner. So why should you take a leap of faith and outsource your retail Service Desk?

Removing the fear from outsourcing

It doesn’t have to be a frightening subject; the whole experience can actually be improved if you test the water first, before jumping into the deep-end and risk feeling like a fish out of water. So here are 5 reasons why you should consider outsourcing your retail service desk that should help calm your nerves and eliminate those fears.

1. Work as a partnership and choose your level of involvement 

You don’t have to relinquish control of your business or your responsibilities; outsourcing is most successful when both organisations work together. Choose a service provider who will work with you to understand your needs and most importantly, those of your consumer.

2. You can benefit from fixed and known costs

When operating in such a dynamic industry like retail, there is an endless pressure to transform and improve the customer journey. With spiralling technology costs, retailers need the ability to plan strategically in a stable environment.

3. Ability to scale operations up or down

Working with an outsourcing partner that understands your business, means you can operate efficiently and in an agile way and have more flexibility at times of peak trading when additional support is required. This gives you the agility to quickly react to business operational and seasonal fluctuations.

4. Liberate your IT staff from routine work to increase efficiencies

Allow your resources and people to concentrate on the operational value-add tasks and work with a retail outsourcing partner that can take care of the business as usual tasks.

5. Maintain brand recognition and control

Even if you fully or partially outsource your service desk, it’s vital the partner you choose acts as a point of contact for your company and adapts to the needs of your consumers, while enforcing brand values.

Finding a partner you can truly trust is the key in helping to alleviate your fears of outsourcing in the retail industry. It really is possible to free up your IT resources and keep control of your operations to focus on managing business critical tasks. Talk to PCMS if you want a trusted partner who can provide cost-effective, agile and scalable support for retail IT infrastructure. Test the water and let PCMS handle your out of hours or weekend work to help you realise the benefits of outsourcing without losing control.


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PCMS Group Ltd
Torwood Close
Westwood Business Park
Coventry, CV4 8HX
+44 (0)24 7669 4455


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