6 Ways Retailers Benefit From Outsourcing IT Support
The retail industry is currently under tremendous pressure to provide an enhanced customer experience in a challenging economic climate, and it is becoming increasingly necessary to allocate resources wisely. Savvy strategists know that retailers that keep up with the latest retail technologies will not only survive but can thrive where others are failing.
In this month’s blog we will be looking at Managed IT Services. Retailers may not think twice about outsourcing in areas such as logistics, but more and more are realising the benefits of outsourcing IT support.
“The retail sector in the 21st century is complex and choosing an IT support partner that is both reliable and responsive is critically essential.”
- Kyron Bennett, Head of IT, L.K. Bennett
Why Retailers Should Consider Outsourcing IT Support
Retail IT support services are not limited to store set-up projects where the IT infrastructure, network and till systems are installed to a recommended specification. Retail stores are only a part of the picture. When considering whether outsourcing IT support services is right for your business, it may be cost-effective to include central IT operations alongside retail stores so that the whole company benefits from the IT expertise available.
From the huge increases in online sales during pandemic restrictions to the return to the high street upon restrictions lifting, post-pandemic retail has seen success for those businesses that embraced IT innovations, especially omnichannel strategies. Customers appreciate the conveniences of some omnichannel solutions so much that they have come to expect them. The companies that were able to quickly adapt and evolve in response to recent developments by utilising the latest retail technologies rose to the top.
Consumers are expected to tighten their purse strings meaning that retailers will compete for every pound spent. The current cost of living crisis and impending increase in energy prices are adding yet more pressure for retailers to adapt in line with customer expectations, and this requires retailers to be agile and responsive. By embracing unified commerce data, retailers can ensure increased customer satisfaction and retention through hyper-personalised dynamic engagement.
To ensure your technology is capable of keeping up with current retail trends, it’s vital to review your current IT provision to establish whether enhancements are necessary or new systems are required. Enlisting the help of an IT support specialist can help to avoid the pitfalls of inadequate planning or lack of expertise when reviewing your IT systems and support.
Employing an IT department that needs constant training to keep up with emerging technology, whilst continuing to deal with day-to-day support and troubleshooting, can prove time-consuming and costly for many companies. This is when managed IT service providers can be the ideal solution. You benefit from a highly skilled team while realising time and cost savings. There are other benefits to outsourcing IT support that are not always obvious.
6 Benefits of Outsourcing IT Support
1. Cost Saving
The cost of employing dedicated IT support specialists or departments can be high, prohibitively so for smaller or start-up businesses. Outsourcing these duties can often be the best approach, especially if the outsourced IT provider is a sector specialist. Retailers can expect an average ROI of 30% thanks to reduced costs and improved productivity. In addition, managed IT service providers can offer proactive systems monitoring, meaning that issues are detected in advance and resolved before they disrupt operations. This results in fewer failures and less downtime, which has obvious cost advantages. Dedicated outsourced IT specialists can offer bespoke support with software, systems, and hardware requirements, and have the resources to respond rapidly to issues.
2. IT Expertise
It can be difficult to find (and keep) the right IT employee(s) with the skills required for all aspects of your business. Managed IT service providers (MSPs) can offer a team of experts whose knowledge can be called upon as and when it’s needed. When you use an MSP for IT, you can expect that the team's skills and expertise are continually updated in line with software developments, accreditations and industry technology advances. Furthermore, the experience gained through dealing with other clients means they are knowledgeable about any issues you encounter, and are prepared for circumstances you haven’t yet considered. For retailers, having IT experts on their team has never been so crucial to success, and it may be time to outsource your IT.
3. Flexibility
The time taken to expand your IT team or find a specialist for a specific project can often be a limiting factor, but delays can be critical in IT. By outsourcing IT support to a dedicated specialist IT provider, you can quickly get projects off the ground. Strategic decisions can influence the time available to implement IT projects and can require a dedicated internal project manager, which is why many retailers prefer to outsource IT projects to specialists that will manage projects with precision, both in terms of outcomes and timing. A hybrid model where you choose exactly which aspects of IT you want to outsource or retain is the ideal approach and can be regularly reviewed in line with your business needs.
4. Innovation
Retailers rely heavily on IT systems to operate efficiently and cannot afford to ignore how customers use technology to interact with them online or in-store. The focus of IT outsourcing is often at store level, but there are obvious advantages in widening the net to include non-store operations. Technology advances rapidly, so outsourcing IT support gives you access to a team of agile and adaptable professionals who can manage discreet projects and provide 24/7 IT support to your staff on the shop floor and behind the scenes. For internal employees dealing with their day-to-day responsibilities, it may prove challenging to keep on top of the latest developments. In contrast, for IT service providers it is essential to be knowledgeable about current and future tech.
5. Peace of Mind
A managed IT service provider will employ proactive monitoring measures to identify potential issues and resolve them quickly. They can deal with the security of email, data, systems and software, as well as having the relevant experience and accreditations to ensure regulatory compliance of your systems and processes. Sometimes it is enough just knowing that, if you have an issue, there is a team of experts on hand to deal with it quickly and calmly so that you don’t have to. Outsourcing IT support to external experts means you and your team can concentrate on overall strategy and focus on what you do best.
6. Cut To The Chase
When you are in the midst of an IT crisis and need immediate support, the last thing you need is to be told that your issue cannot be resolved or that you need to contact someone else. With fully managed IT support, everything from initial troubleshooting to 3rd party handover (if necessary) is covered, and the emphasis is always on a speedy resolution. A friendly, calm, and reassuring voice that can take you from crisis to conclusion is essential.
Thinking About Outsourcing IT Support?
You don’t have to outsource your entire IT department, and sometimes a hybrid approach may be more suitable, not only in terms of service but also within your budget. Whether you need help with a specific IT project, assistance alongside your existing IT department to alleviate strain, or someone to take on all of your IT needs, here is an idea of the many aspects of IT that can be outsourced.
Day-to-day break-fix business as usual (BAU) IT support Backup & Disaster Recovery
24/7 Emergency IT Support
Microsoft Software Solutions Support
Anti Virus Updating & Reporting
Asset Management
Proactive Server Monitoring & Management
Proactive End Point Monitoring & Management
Trend Reporting & IT Performance Reviews
Cloud Hosting, Migration & Support
Disaster Recovery Solutions, Planning & Support
Real-Time Support Dashboard
Proactive Network Monitoring & Management
Proactive Email Monitoring & Management
Patch Management
Onsite HQ IT Support
Hardware Support & Warranty Management
Remote New User Setup & Onboarding
Reactive 24x7 Remote Support for Priority Incidents
IT Security Management
Software Licence Procurement & Management
Process & System Training
Future Proofing with a detailed roadmap and budget planning
Pinnaca: Your Perfect Retail IT Partner
“The wealth of knowledge that [Pinnaca has] sets them aside from others in the industry.”
- John Haywood, EPOS Manager, UK & EU Black & Decker
Pinnaca is your go to technology partner for the retail industry. We are experts in IT, particularly in the retail sector, so we are the perfect partner to help with all your IT needs. We offer a wealth of knowledge and experience, having partnered with world-leading brands and retailers of all sizes.
We can help with one-time projects, such as planning, installation, implementation and training of new systems or hardware, full head office IT support, entire store setups or moves, assisting with laptops, PCs, telephone systems, internet services, network cabling, music systems and audio-visual equipment.
Take a look at our flexible and affordable IT support packages and Retail Pro support packages, and let us know if we can help.
Pinnaca can provide on-site support or anytime desktop support to multiple users across multiple sites. We offer desktop security management, including implementing password policies, security groups and permissions, and disaster planning and recovery. Plus we can work behind the scenes, monitoring your systems and installing updates and patches to ensure maximum security is always maintained.
Whatever your requirements, you can rest assured that Pinnaca’s primary goal is always to help you succeed through an excellent working partnership, and we have many satisfied customers who can attest to that.
Consider the following questions when considering outsourcing IT support for your business
then book a call today so we can answer them together:
Who are the stakeholders, i.e. the people and teams involved in the decision, and how often is IT a source for complaints?
What does your IT need to do now and in the future (if known)?
Do you know if you are getting value for money on your current IT spend?
Do you worry about subscribing to software you don't use or having too many licences?
Do you worry that you seem to spend a lot of time on repetitive tasks that should be automated?
Do you worry about the increasing security threats you may be exposed to & cannot explain clearly your security posture or plans?
Do the users in the business have a safe place to come for training and technology advice in this ever transforming and evolving landscape?