When you decide to opt for managed help desk services, it is important to understand what is considered a fringe benefit and how to calculate your Return on Investment (ROI).
Many businesses only think of cost while measuring ROI, however, there are several other aspects you need to consider for a successfully-managed IT help desk.
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How to Accurately Measure the ROI of Managed Help Desk Services
Managed Help Desk Services with FlairsTech
How to Accurately Measure the ROI of Managed Help Desk Services
We’ve gathered the four most important fringe benefits which prove that a help desk service provider has a significant effect on an organization’s advancement for you to check out.
- The Financial Factor
When evaluating managed help desk services providers (MSP), the first question is usually, “Will they save us money?” The short answer is yes, but it’s important to dig deeper and understand why.
The most obvious part of saving money is the shift from in-house to an outsourced managed service desk. Hiring an in-house IT team isn’t cheap; managed help desk services often operate on a predictable subscription model that is much more cost-efficient.
Another part is the cost of downtime managed service desks save. The Ponemon Institute revealed that the average cost of downtime is $9,000 per minute, and MSPs work on avoiding that. All of this is why many companies focus on finances while measuring their ROI and deciding if they’re succeeding or not.
- The Emotional Factor
The second factor that companies often forget to consider is evaluating how customers feel after interacting with the help desk service provider.
After the service is done, customers and users often describe how they feel about your business according to the quality of service they receive from you; they can either be “satisfied” or “dissatisfied”.
Your managed help desk services have the biggest impact on the level of satisfaction that your users and customers feel toward your company. Your entire IT department will be evaluated according to the services you offer users.
This type of ROI can be measured with KPIs, including customer satisfaction scores (CSAT) and net promoter scores (NPS). These metrics show how satisfied customers are with the service they received and whether they’ll choose your business again or not.
- The Time Factor
If you’re working with IT managed help desk services, time is money for you. Managed it help desk can free up significant amounts of time for your IT team and for your end-users.
The best managed service desk providers guarantee response times under 15 minutes, which is something most in-house teams struggle to match.
The first and most important thing customers care about is how quickly the help desk resolves their issues; 44% of people report being annoyed or irritated when kept on hold for 5 to 15 minutes.
If you’re investing enough money to improve your first call resolution rate, you’re directly generating a positive return.
Also, when you outsource IT help desk services, your internal teams will focus on different issues, saving you a lot of time wasted on things that can be easily avoided.
- The Effort Factor
ROI involves more than just finances; and the effort required to resolve IT issues can often be a hidden cost that companies do not consider.
When IT problems arise, your managed help desk services team must divert their attention from more strategic projects to put out fires. This takes both time and energy, reducing overall productivity and morale.
All of this should be considered while measuring your overall ROI. In addition, when there is a new idea that is implemented, more effort will be excreted.
So, before deciding to work on a new idea, calculate your effort ROI. You might discover that the return does not justify the investment.
Also, by outsourcing help desk services, the effort required from your internal resources is minimized, allowing them to channel their energy into more high-value activities.
Managed Help Desk Services with FlairsTech
As a help desk service provider, we offer managed IT help desk services that cater to the needs of your business. We are equipped to provide tailored solutions for your IT challenges with the help of over 280+ support agents, 150+ certified developers, and a wide range of expertise spanning across 80+ technologies.
Our managed services help desk offers proactive solutions, ensuring your systems run smoothly with minimal downtime. We specialize in providing four support levels, each addressing specific issues with precision and expertise.
This approach allows us to cater to businesses of all sizes and adapt our services based on your specific needs, budgets, and preferences.
At FlairsTech, we focus on quality, security, and compliance. That’s why we are ISO 27001 and ISO 9001 certified, ensuring that our processes adhere to the highest standards of information security management and quality control. Additionally, we are GDPR compliant, which means your data is in full compliance with data protection regulations.
When calculating the ROI of managed help desk services, don’t put all the focus on upfront cost savings. The real value lies in the bigger picture, think long-term financial benefits, happier customers, hours saved for your team, and less day-to-day problems.
If you’re partnering with a global provider, outsourcing to a third-party help desk, or upgrading to a managed service desk, the payoff will be rewarding.
You’ll build a workplace that runs smoother, responds quicker, and gets more done. This will result in fueling growth, boosting profitability, and setting your company up for sustainable success.
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Frequently Asked Questions
- What are managed help desk services?
Managed help desk services refer to outsourced IT support solutions where a service provider handles the technical support needs of a business. These services include troubleshooting, problem resolution, system maintenance, and overall IT assistance, often available 24/7. They are offered by help desk service providers who ensure that issues are resolved promptly, allowing businesses to focus on core operations.
- How does customer satisfaction impact ROI in managed help desk services?
Customer satisfaction plays a key role in measuring ROI because it directly correlates with user experience. Efficient problem resolution, empathy from support agents, and minimal downtime all contribute to better customer satisfaction. Happier customers are more likely to stay loyal to your brand, leading to improved customer retention, positive reviews, and even new business through referrals, all of which contribute to a higher ROI.
- How can the time savings from managed IT help desk services be measured?
The time savings from managed IT help desk services can be measured by analyzing the reduction in downtime and the speed at which issues are resolved. Managed help desk services offer faster response times and around-the-clock support, ensuring that issues are addressed promptly, which minimizes disruptions to business operations.
- What is MSP in a help desk?
A managed service provider (MSP) is a third-party company that remotely manages a customer’s information technology (IT) infrastructure and end-user systems.
- How do global help desk services benefit my business?
Opting for global help desk services ensures that your business has access to 24/7 support, often across multiple time zones. This level of availability ensures that critical IT issues are addressed without delay, no matter where your business or customers are located. Moreover, a global help desk service provider can offer multilingual support and adapt to the diverse needs of international clients, adding flexibility and scalability to your IT support.
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