Companies at the top of their game in complex, competitive environments have at least one thing in common — they lean on strategic partnerships that enable them to focus on their strengths while entrusting essential non-core functions to partners whose expertise complements their own.
The decision on whether to outsource technology services centers on the build-versus-buy conversation. Is it more expedient to stand up and manage capabilities in-house or engage a trusted partner to perform them on your behalf? Many factors come into play, including:
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CapEx requirements
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Technical skills gaps
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Advanced technologies
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Multi-vendor environments
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Incremental revenue opportunities
An outsourcing partner can often provide essential technology services more cost-effectively than an original equipment manufacturer (OEM) can manage on its own, freeing up vital resources for investment in product research, development and innovation.
For technology OEMs dedicated to product innovation, four key service areas are ripe for outsourcing after the sale: integration, installation, maintenance and managed services. Each plays a critical role in ensuring peak product performance, which lies at the heart of the customer experience and brand reputation.
1. Scale Quicker With Outsourced Integration Services
Tailoring solutions to a customer’s environment requires expertise across numerous technologies deployed in multi-vendor settings. It’s not enough to understand just your own products; knowing how they function in relation to others is of equal importance.
Integration complexity rises as customization increases and advanced technologies such as artificial intelligence (AI) enter the picture, which presents a particularly acute challenge in an industry synonymous with the technical skills gap.
An outsourcing partner with expertise across brands and custom solution scenarios who has invested significantly in technical talent is a valuable asset.
Solutions that have been completely configured, customized and tested prior to deployment enable OEMs to get them to market faster and accelerate time to value for end customers.
What Should You Look for in an Integration Services Partner?
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Certified engineers who can architect a solution from concept to first article build, including sophisticated, AI-driven technologies
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Complex converged assembly capabilities comprising technology integration, configuration and customization
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“As-a-service” infrastructure financing that enables the delivery of AI solutions without the upfront burden of hardware investment
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The ability to provide precise, high-quality endpoint device configuration at scale
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Customization options ranging from laser etching and asset tagging to kitting, packaging and accessory management
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Project management supported by engineers who are certified across multiple technology platforms
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Test environments and prototyping capabilities that increase customer confidence and product utilization
2. Expedite Value Realization With Expert Installation Services
Delivering fast, high-quality installation services with minimal business disruption requires both prowess and proximity. A lack of technical skills can impede installation or, if done wrong, introduce costly downstream risk, from excessive service visits to fiscally and reputationally damaging downtime. A limited geographic footprint can delay installation, too, and present challenges in serving global customers, meeting scalability demands and managing inventory effectively.
An outsourcing partner with installation expertise and the right regional presence allows end customers to implement new and advanced technology quickly and seamlessly, whenever and wherever needed.
Robust deployment services take the complexity out of professional services such as product installation, implementation and migration.
What Should You Look for in a Professional Services Partner?
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Certified technicians with expertise across an array of technologies — knowing how they work both individually and together — to maintain product integrity in multi-vendor environments
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Installation services that cover all the bases — pre-installation support, onsite services, converged and hyperconverged solutions and project management — for crisp execution at scale
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Implementation services that encompass network assessments, logistics and inventory staging, integration across sites and technologies as well as the setup of personal and IoT devices throughout the environment
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Cloud and application-specific migration services that address data consolidation and security requirements along with equipment packaging, movement, reinstallation and maintenance
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Remote services that enable configuration and implementation from a centralized location, available through flexible delivery models aligned to customer needs
3. Keep Your Brand Top of Mind With Multi-Vendor Maintenance Solutions
Ensuring performance throughout the product lifecycle requires well-honed maintenance services, a wide-ranging discipline that demands technical, logistics and inventory expertise. For those seeking longer-term revenue opportunities, managing renewals, warranties, updates and upgrades is important as well.
Outsourcing IT maintenance to a partner adept at providing an array of technology services in multi-vendor environments is a plus on several fronts — it’s cost-efficient, it enables the support of AI and other advanced technologies, and it gives OEMs the scalability needed to offer timely, scalable services without having to staff up.
For technology OEMs, the sales transaction is just the beginning of the customer experience. You also need to offer timely, consistent support throughout the product lifecycle to maintain a strong, long-term customer relationship.
What Should You Look for in an IT Maintenance Services Partner?
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Scalable service delivery through an expansive hybrid model with access to thousands of on-demand technical resources who are allocated effectively based on skills, location and need
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Global coverage and parts logistics capabilities to support the logistics needs necessary for field repairs, replacements and maintenance
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Hardware services from trained, certified experts who execute to an OEM’s exacting quality standards and ensure that products, spare parts, and data are handled with the utmost integrity
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Infrastructure software support to diagnose the root cause of hardware issues at the application layer — and fix them right the first time
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Expertise in warranty monitoring and renewals to help recapture, retain and recertify current customers, along with AI-driven analytics and clear reporting to spot trends and opportunities in advance
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The expertise to manage multiple third-party vendors to provide consistent, seamless technology services to customers on behalf of the OEM, regardless of how many providers are engaged to do so
4. Confidently Expand Your Portfolio With Outsourced Managed Services
A proactive approach to IT management helps OEMs and their customers identify risks, avoid expensive downtime and improve operational efficiency. Business continuity — and by extension, customer satisfaction — relies on continuous monitoring, optimization and maintenance of IT systems to counter cyberthreats and performance degradation, as well as rapid response to service requests and incident remediation.
The right managed services partner will play both offense and defense to deliver a complete solution that provides critical IT support to end customers in complex technology environments.
What Should You Look for in a Managed Services Partner?
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Centralized, proactive and robust offerings staffed by vigilant domain experts who hold relevant certifications and deep expertise across multiple disciplines
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Network Operations Center (NOC) to continuously manage, monitor and maintain the networks that enable seamless business operations and provide assessments to help companies optimize IT infrastructure support
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Security Operations Center (SOC) for 24x7x365 monitoring, detection and remediation of cybersecurity threats by professionals with the skills and knowledge to protect against even the most advanced, AI-driven tools and techniques, along with the knowledge to assess and harden IT infrastructure to protect data, intellectual property and personally identifiable information (PII)
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White-label technical support to provide remote, always-on tiered technical teams, onsite coordination and day-of support for large-scale issues as well as recall and product end-of-life management capabilities that enhance repair services
Why Should OEMs Partner With a Single Technology Services Provider?
In an innovation-driven landscape that’s not slowing down any time soon, OEM leaders who strategically outsource critical technology services such as integration, installation, maintenance and managed services position their companies to deliver exceptional customer experiences while safeguarding their brand reputation.
By partnering with a single services provider, OEMs can:
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Close debilitating skills gaps
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Accelerate time to market
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Optimize product lifecycle performance
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Meet evolving customer demands
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Mitigate operational risks
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Unlock new revenue opportunities
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Transform service delivery into a competitive differentiator
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Increase focus on product research, development and market expansion
Learn more about outsourcing to a single partner who brings the scalability, global reach and deep technical expertise necessary to manage strategic technology services on your behalf in the eBook, “Why Outsourced Global Field Services Could Be the Answer to Your Challenges.”
About the Author
Missy Clayton serves as the Vice President of Services Sales for Shyft Global Services and TD SYNNEX Services. She brings more than 25 years of experience leading high-performing teams across inside sales, field sales and strategic initiatives, and is highly skilled in connecting tactical execution with long-term growth objectives. Missy is well-known for her servant leadership, strategic vision, driving results, empowering others and leading with authenticity. She has been recognized numerous times by CRN’s Women of the Channel and SYNNEX’s President’s Club.
