Managed Services | Agiro

Platform Support

Common sustainment challenges organisations face post technology implementations:

Value of the investment is not fully realised

Platform features and capabilities are under-utilised
Significant time spent on incremental process improvements without major advancement

Difficult for internal resources to stay current on the platform

Internal support teams are unable to keep up skills with the changing technology
Demand and Supply are incongruent, causing long lead times for new features and functions
Architecture principles are not followed, and the platform becomes overly complex

Support Service Key Components

Second Line Assistance

Small Project Delivery

Second Line Assistance

Technical help for when your internal admin team are either stuck for solutions or do not have the bandwidth

Best Practice Advisory

Small Project Delivery

Second Line Assistance

Our Engagement Managers will advise you on the best way to move forward with any potential technology/platform configuration or customisation

Small Project Delivery

Small Project Delivery

Platform Upgrade Support Plan

Use the service to enable the delivery of small projects that would normally have to go through lengthy approval processes

Platform Upgrade Support Plan

Platform Upgrade Support Plan

Platform Upgrade Support Plan

Our service will help guide you through the technical and organisational challenges that come along with technology/platform version upgrades

Functional Roadmap

Platform Upgrade Support Plan

Functional Roadmap

A technical review of your technology / platform instance that will provide insight on how the platform can potentially be better utilised

Capability Roadmap

Platform Upgrade Support Plan

Functional Roadmap

Holistic review of your organisation and how to better use technology to increase productivity through automation and process improvement

Managed Services: Onshore vs Offshore

Onshore

Offshore

Offshore

Perceptions:

Localized support with a deep understanding of regional needs.
Higher service quality due to cultural alignment and language fluency.
Easier communication due to shared time zones.

Misconceptions:

Onshore teams are always more expensive.
Onshore support may be less flexible with service hours.
Onshore teams offer better security and data protection.

Challenges:

Higher operational costs due to local wages and resources.
Limited access to specialized skills or capacity.
Potentially slower scalability compared to offshore teams.

Benefits:

Direct access to local teams for faster problem resolution.
Higher level of control over service delivery and quality.
Better alignment with business and cultural context.
Enhanced trust and collaboration with in-country teams.
Easier management of regulatory and compliance requirements.

Offshore

Offshore

Offshore

Perceptions:

Cost-effective option, often perceived as a more budget-friendly solution.
Access to a global talent pool with specialized skills and expertise.
High-quality services can be delivered despite the geographical distance.

Misconceptions:

Offshore teams provide lower-quality services.
Offshore teams may lack local market knowledge and integration.
Language and cultural differences can cause miscommunication.

Challenges:

Time zone differences can impact communication and response times.
Managing communication and oversight across remote teams.

Data privacy risks vary by country and policies.

Benefits:

Significant cost savings on labor and operational expenses.
24/7 service availability due to time zone differences.
Ability to tap into a wider range of expertise and specialized skills.
Enhanced scalability for business growth and large projects.
Flexibility to quickly scale resources up or down as per project needs.

Finding your right fit

Both onshore and offshore managed services come with their own sets of advantages and challenges. Onshore services offer more alignment with local culture and regulatory standards, better communication, and quicker problem resolution, but come at a higher cost and may have scalability limitations. Offshore services, on the other hand, can provide significant cost savings, access to global talent, and scalability, though they require careful management of communication, security, and potential cultural differences. Evaluating your business’s unique needs will help determine the right approach, or a hybrid model, to achieve the best results.

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