The world runs on technology — unless the technology stops running. Service outages have a way of sharpening one’s attention as the hours tick by and profits drain into the abyss of unplanned downtime. As technology original equipment manufacturers (OEMs) transition from product-centric to service-centric business models, their customers raise the bar on what it means to be reliable and responsive in real time. For OEMs whose success centers on always-on, outcome-focused solutions, managed services are no longer optional — they’re a core business model enabler vital to the customer experience.
Simply put, managed services refer to services that one company oversees and delivers on behalf of another. For OEMs, managed services provide a proactive approach to IT management, helping their customers avoid downtime, improve operational efficiency and focus on their core capabilities.
Continuous monitoring and maintenance of IT systems, including system updates, performance optimization and strategic planning, enable OEMs to confidently offer and expand their portfolios knowing that an experienced, reliable, expert team is standing beside them to make sure services are delivered seamlessly whenever and wherever needed. When technical support is part of the package, too, another piece of the puzzle falls into place: the ability to respond rapidly to service requests and address potential risks proactively.
Managed services cover a lot of ground. Let’s take a closer look at three key capabilities that enable OEMs to deliver critical IT support to end customers in complex technology environments without the CapEx investment associated with building capabilities in-house.
The challenge: Network outages are expensive. Severe outages can cost companies hundreds of thousands of dollars — and for 20% of them, millions.
The solution: From a centralized NOC location, IT experts manage, monitor and maintain the critical networking systems that enable seamless business operations. With an eye toward performance and availability, the NOC is the first line of defense against potential disruptions. Their focus is both proactive and reactive, including:
The challenge: More than 70% of IT leaders report a rise in cyber risks, and two out of three classify their cybersecurity skills gaps as moderate to critical.
The solution: With threats increasing in number and complexity plus a worldwide shortage of security experts, a centralized SOC is critical to system continuity and data security. A managed SOC provides:
The challenge: When an IT issue arises, speed and convenience are of the essence.
The solution: Remote technical support provides around-the-clock assistance for a range of issues and augments in-house engineering and technical sales teams as necessary. Top-notch technical support provides:
Businesses require reliable and efficient IT management to ensure their systems are secure, up to date and running smoothly. The increasing complexity of multi-vendor IT environments and the rising threat of cyberattacks have created a growing need for managed services. For OEMs, safeguarding operability is essential for customer satisfaction and retention, but it may not be a core capability.
Utilizing managed services provided by a trusted partner has several advantages, including:
Scalability: Customers expect the same high level of service and security everywhere in the world they do business, but it can be difficult to stand up support and service teams in every country or region. A managed services partner paves the way for geographic and market expansion and helps ensure that OEMs can meet customer expectations, even as demands rise.
Agility: Rapid technology innovation, a shifting regulatory environment and an ever-changing array of cyberthreats can put companies in a reactionary tailspin. Managed services providers with deep expertise across disciplines enable OEMs and their customers to stay focused on their business, not on what might disrupt it.
Opportunity: As-a-service and subscription delivery models have proliferated, creating long-tail revenue opportunities for OEMs adept at providing them. Outsourcing managed services can accelerate growth and give OEMs the freedom to innovate as they seek new ways to deliver value to their customers, while knowing they have a trusted partner keeping a vigilant eye on everything else.
Cost efficiency: Recurring revenue streams require recurring service and support. Standing up and maintaining large internal teams to provide them can be cost-prohibitive, and that expertise is often outside an OEM’s wheelhouse. Outsourcing to a managed services provider is an operationally sound way of taking care of business, literally and metaphorically.
Proactive, white-label support: Predictive analytics and threat monitoring are table stakes when it comes to ensuring business continuity. Managed services providers offer both, helping OEMs and customers fend off interruption and intrusion. When an outage or breach does occur, 24x7x365 technical support enables faster recovery.
Channel programs: OEMs that rely on channel partners as an extension of their sales teams must give them the tools, capabilities and support they need to be successful. Managed IT services offered through channel partners ensure that the same level of expertise is available to all end customers, whether white-labeled or delivered under the OEM’s brand.
There’s no shortage of challenges when it comes to delivering high-quality services and white-label support to your customers. Fortunately, you don’t have to tackle them alone. Outsourcing managed services and support, maintenance and deployment to a trusted, experienced services partner can alleviate and eliminate those challenges.
Learn more about addressing managed services, talent shortages, AI adoption and data security with a partner who has the expertise, network and global capabilities needed to manage services on your behalf in the eBook, “Why Outsourced Global Field Services Could Be the Answer to Your Challenges.”
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