Are you interested in the possibilities of managed services, but weary of implementing the practice in your organisation? You’re not alone. At Tobania, we notice there are still several misconceptions about managed services as a whole. In this article, Sven De Troch, Workplace & Managed Services Manager at Tobania, debunks 3 common myths.
1. Misconception: “I’ll jeopardize my company’s in-house IT knowledge and my business continuity”
“When transitioning to a managed services model, we always train our consultants together with the client”, Sven asserts. “Generally, Tobania will station a junior and a more experienced consultant in your offices to learn the ropes, with an additional consultant serving as back-up. In the next couple of months, more people are added to the team until both parties are confident it’s time to fully entrust the IT services to Tobania. Only then do a Tobania team lead and service manager come on board, KPIs are determined and Tobania takes over the day-to-day management of the contact centre.”
However, this doesn’t mean the managed services team has to consist exclusively of Tobania consultants. “A mixed team of company employees and consultants is common, particularly in larger organisations”, Sven continues. “If required, we can even add your employees to our payroll, guaranteeing the presence of in-house IT knowledge, business continuity and – perhaps most important of all – your corporate reputation, since this solution avoids potential lay-offs.”
2. Misconception: “The change is too big to go smoothly”
The transition need not be disruptive, according to Sven: “Starting out with co-sourcing, i.e. outsourcing Tobania consultants, limits the risks of transitioning into managed services too suddenly. Through this approach, we can convince you of our competences, project management and professionalism, putting your mind at ease. By discussing possible issues during monthly evaluation meetings between Tobania and the client’s senior management, we ensure a smooth transition. Our end goal? Setting up managed services without inconveniencing the end user in any way.”
Co-sourcing or managed services: what’s the difference?
Co-sourcing is when a third party provides (consulting) employees to help a customer, whereas managed services is when a third party takes full responsibility for the client’s IT contact centre. In other words, the former is an HR-centric service, whereas the latter focuses on IT services.
Co-sourcing often is a first step toward full-blown managed services, although it can also serve in its own right.
3. Misconception: “It’s too expensive”
When it comes to cost, Tobania really makes a difference, Sven claims: “Tobania’s managed services are perfectly suited to your business needs, so you’ll never pay more than you use. You can opt for the traditional ticket pricing, where all tickets are added up at the end of the month and billed directly. Alternatively, we offer seat pricing. That means you pay a fixed fee for every employee who gets in touch with the service desk, regardless of how often they call. As an additional benefit, this option allows you to forecast your budget more specifically as well.”
“As an ultimate money back guarantee, we also offer a bonus-malus system – which is optional, of course. Should our consultants perform better than expected – for instance by drastically improving your processes and saving your company money – we will offer them an incentive. However, should you not be pleased with their performance, Tobania reimburses part of the fee”, Sven concludes.
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