The global economy has been digitalizing quickly over the past few years, driving the use of technology at every step of organizations’ value chains. Accelerated cloud adoption, increasing use of as-a-service business models, and rapid digitalization have put the spotlight on a vital customer experience management component – technical support. Both buyers and providers of enterprise technology solutions are continuously assessing their technical-support framework maturity, especially for business-critical technologies. Buyers are keen to identify the key levers they need to focus on, while providers want to assess ways to enhance the client experience and journey to value realization, driving higher customer lifetime value.
Third-party/outsourced technical support providers play a key role in this ecosystem by bridging the capability gap in a cost-optimized way. Enterprise technology providers use both in-house and outsourced teams to offer technical support. Both the setups have their advantages and disadvantages, but, if done right, a strategic third-party partner can bring technical domain skills, innovation, and customer success expertise to deliver an outstanding end-user experience and improved value realization for clients.
In this viewpoint, we explore the outsourced technical support provider landscape, highlight evolving demand- and supply-side trends, and examine the overall competitive landscape.
Scope
- Research area: enterprise technical support
- All industries and geographies
Contents
In this viewpoint, we examine:
- Defining characteristics and complexities of enterprise technical support
- Role of third-party providers in bridging the capability gap and delivering enterprise technical support
- Current macroeconomic trends influencing enterprise buying decisions
- Factors driving the adoption of outsourced technical support models
- Key technical support provider-led innovations in service delivery and operating models
- Overview and assessment of the technical support provider landscape
Membership(s)
Customer Experience Management (CXM) Services, including Contact Center Outsourcing
Sourcing and Vendor Management
