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Why buying technology without support makes no sense

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Buying technology without support may seem like an affordable effective option – however it’s actually a false economy. Our research shows that trying to do support yourself can in fact cost more than using a support partner.

Let’s look at where your money is spent. On average 65% of a company’s IT budget is spent on operational costs. Of this, 85% goes on internal support resources, and only 15% is spent on external support providers.

If you want to make a big impact on reducing your operational costs, you need to focus on reducing the larger part – your internal support costs. Skimping on external support costs isn’t going to help very much, because they’re only a small proportion of the overall costs.

So buying technology and supporting it yourself makes no economic sense. It also means lower service levels for your users.

Your in-house support may not be as automated and integrated as your business needs

As your business becomes more digitised, technology uptime becomes one of your organisations most critical success factors To maintain the service levels your organisation demands, you need a different kind of support than most in-house operations can deliver.

In-house support can be reactive and manual in nature. Yet a digitally dependent business requires proactive and automated support. Most in-house support operations don’t have the level of automation required to perform support efficiently.

To get up to scratch, your in-house support department would need to invest in automated monitoring, remediation, and vendor integration to an extent that your finance department would hesitate to agree to.   

We’ve invested in a smart support platform so you don’t have to

The amount of investment – and the time it takes – to develop a modern, digital support platform would be completely uneconomical to be done in-house. You can’t hope to match the economies of scale and the levels of automation that a global support service partner like Dimension Data can offer.

We’ve invested in integrating our Uptime support plans with the multiple equipment and software vendors you have in your estate. As a result, we can provide service with 27% faster Mean Time To Resolve (MTTR) and 10% higher client satisfaction than in-house operations that don’t have this kind of service integration.

Uptime support swings all your KPIs in the right direction

You might think it only takes a minute to reboot a crashed server. But if you look at the whole time taken to apply noise filters, gather data, post a ticket, validate, restart, check, and resolve – it actually takes on average, 33 minutes, to do it manually.

Our Uptime and Proactive support services does all of this automatically in 5 minutes, giving a Level 1 engineer 28 minutes back in their day. When you think about how many servers you’ve got in your business, it adds up to a significant saving, time you can re-direct towards your digital transformation. One of our retail clients, with over 200,000 product lines, was once showing an out of stock status for 1kg bags of apples at one of its main branches. We polled every device, connection, and application in their supply chain ecosystem in seconds, isolating the issue to their online shopping application.

We passed the ticket automatically to the application support team to rectify. They fixed the glitch and reported resolution back to us. We passed that on to the client’s system automatically and the client was able to continue with its critical ecommerce operations in hours as opposed to days if they’d try to solve it themselves. 

Make the sensible choice

In the light of all this evidence, don’t you think it’s time to stop buying technology without support and trying to look after it yourself? It’s only condemning you to lower service levels and higher costs.

If you want better support at lower cost come and talk to us about our Uptime and Proactive support services. 

Read more about the false economies of in-house support

Speak to a client adviser about Uptime

Previous Article: Dimension Data and Cisco join forces to co-innovate and co-create Next Article: How to save on support costs without increasing risk

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