As the driver of growth, many businesses will consider core, commercial activity the priority for digital transformation programs. These are the business functions and talent that help organizations meet their commercial goals.
However, growth activity only operates in complement to the non-core activity that determines the customer experience. While they can be resource-heavy, roles such as customer service are equally as important to the success of your organization as the services you offer. In fact, it’s often a specialized skillset many businesses outsource to their benefit.
Why outsource non-core activity?
According to a recent survey by a software solutions provider, 83% of CIOs are under pressure to stretch their budgets and deliver digital transformation that will drive a positive impact on the business’s bottom line. And these same decision-makers are surrounded by economic headwinds like wage inflation in the talent markets and rising borrowing costs. So, what makes for an economic digital transformation strategy?
Clever resource allocation, and an understanding of where outside input may be more cost-effective. To alleviate the pressures they face, businesses should seriously consider outsourcing roles like customer service with a proven business partner.
Outsourcing offers access to top of the range dedicated industry expertise with proven, reliable service delivery. Rather than the time investment of identifying what digital transformation looks like for your non-core functions, an outsourcing partner will have already identified how to efficiently embrace new technologies like AI powered chatbots and virtual assistants.
Perhaps surprisingly for bringing in external input, it can even be the most cost-effective option for a business, providing the most time to value. For example, at Tek Experts, our plug and play expertise means reduction in your management investment, freeing up talent in your organization to focus on functions delivering business growth.
How can I ensure my outsourcing is successful?
In a gig economy, a piecemeal approach of buying in skills on an ad hoc basis can be attractive, but in all likelihoods will result in siloed benefits. Outsourced skillsets will not be united by a strategic goal that works towards the benefit of the wider business. In other words, it can be a precursor to long term issues and even business failure.
Businesses should instead look for a long-term outsourcing partner, and one offering the right cultural fit. But it is important to vet partners carefully. For example, do they have the technical know-how to align with your operations? Are there clear communication channels and strong governance structures to ensure your organizations blend efficiently and hit the ground running?
Perhaps most importantly, you should ask yourself: do they understand my business priorities? For example, can the potential outsourcing partner help with security and mitigating regulatory risks? Is its own risk management framework up to standard?
Outsourcing optimizes your investment
Optimizing your investments in digital transformation by drawing upon experienced outsourced teams not only provides you with a collaborative partner that will truly embrace your business goals but frees up resources and management time to focus elsewhere, where the business needs it most for growth.
Structuring your approach to digital transformation in this way, around the dual prospects of functions driving business growth and functions providing supporting activity, can help ensure the long-term success of your investments in innovation. Using this framework of core vs. non-core strategy, the road ahead becomes an efficient and sustainable pathway to the next, digitally driven generation of your business.
If you are considering outsourcing, speak to our team at Tek Experts today to learn more about how we can help you.