Before, MSPs can get away with an 8am – 5pm schedule in a five-day work week and “We’ll get back to you during our business hours.”
Over the years, a lot has changed, and getting support on the spot is becoming more important than ever.
Having an around-the-clock operation, such as what an offshore staffing solution could provide, is what clients will be asking for more soon, if not now.
Global Demand for MSP
In the next few years, the demand for managed services will grow further in various parts of the world. According to market research, Asia will be one of the areas that will have higher demands.
If you are eyeing to expand your services into this region, it is important to note that there are 11 different time zones in Asia.
However, it is also good to point out that there will not be any shortage in demand in other areas of the world such as Australia, Europe, United States and Canada.
The “instant” generation
The usage of technology that requires managed services is growing exponentially, and many of them are thanks to millennials.
Many of the tech are consumed by Gen Y’ers, which is not much of a surprise due to their affinity with technology.
While this is good for MSPs, millennials also put a high value in having support and services that are readily available anytime of the day.
For millennials, the “wait-time” could give them the chance to think about “where else can I get this product?” or “who else could provide me this service now?”
As a side note, this “instant” characteristic is not predominant to millennials alone. Upcoming generations such as “Gen Z’ers” and even “Alphas” also share this common trait.
Nowadays, businesses operate around the clock to accommodate clients from different time zones.
If an issue arises (which could occur anytime of the day), getting them resolved quickly could mean curbing or eliminating downtime all together.
As we know, downtime costs money. For example, in 2015, Apple lost $25 million when the Apple Store was down for 12 hours. For Facebook, it was $90 million in 2019 for a 14-hour downtime.
Before you get started with offering 24/7 support services, keep in mind that running an in-house 24/7 operations is not exactly cheap
Not only would you have to cover their base salary, but you would also have to pay for night differentials and utility costs.
The sustainable solution would be is to use an offshore staff model. It gives you the means to meet customer demand at operational rates that are affordable, meaning more money goes into your pockets.
Want to learn more on how you can get started with having an all year round 24-hour operations? Don’t hesitate to reach out to us at email@example.com or use our contact form.