outsourcing solutions

Digital Forecast: Cloud Management Risks in Remote Work Era

The COVID-19 pandemic isn’t halting businesses to embrace the new state of remote work. Through the power of cloud technology, business continuity has been ensured  helping industries access their systems at home at any time allowing them to thrive in an unsettled time. But since no one saw COVID-19 happening and how fast it became a pandemic,  companies didn’t have sufficient time to fully establish their work set up at home and they swiftly jumped from one cloud technology to another in an attempt to enable remote work sooner.

Because of this unexpected shift, the cybersecurity and IT teams bore the weight of cloud management challenges, data security risks and struggled with under-licensed environments such as free technologies like Zoom, which is now facing increased scrutiny for their privacy and security practices. Although there are many benefits of working remotely felt by both employers and employees such as; flexibility, time-savings, higher productivity, reduced operating costs, fewer geographical restrictions and the reduction of our carbon footprint, the risk in data privacy is a pressing challenge. 

Many industries and organizations are forced to move business data from secured hardwares to the cloud so that employees working remotely can easily access this information at the comforts of their home. Non-IT employees get administrator access and control to high level business data and information that are supposed to be secured. The unavailability of technology options to secure and manage user access and authentication and the actions of employees, may be both intentional and accidental, and can add to cloud management risks.

The Role of the Cybersecurity and IT Industry in Cloud Management

The arising limitations of remote work especially on cloud storage has opened an avenue for Cybersecurity and IT companies to step up in fortifying cloud management and security to effectively prevent data breach at home. But in order to effectively address cloud management challenges, having an adequate number of support teams and talents who can remotely set up and maintain VPN servers, those who know how to utilize Microsoft Windows Server Applications, and who can configure and update necessary active directory, DNS and DHCP records and databases. 

Since companies find themselves utilizing the cloud and working with a number of unexpected and possibly unvetted cloud providers; technology and IT companies must review and update their policies to look for any common challenges that need to be addressed. They also need to have a clear understanding of their role as cloud providers and how they can roll out enhancements to their service. One of the great advantages of the cloud is that service providers can continually update their support remotely. Ensuring any updates are done in a test or non-production environment that will help security and data privacy teams fully assess any risk before introducing the new features to their clients.

But as the demand for technology and IT support increases, there is also a relative surging need for cloud management specialists such as AWS and Azure DevOps Engineers, System and Cloud Administrators and Threat Intelligence Analysts. But because of the growing demand, this could result in a limited pool of on-shore talents. Yet every company is now sourcing these specialists because of the new remote work set up. With hiring limitations in place in this high-priced job market, there is a challenge to scout for the best people to do the job with the limited training period and face-to-face skill transfer. Companies need individuals to put on board without the obligation to teach them the twists and turns of the cybersecurity industry. To put it simply, companies need those who are already experts in the field. 

Infinit-O - Digital Forecast: Cloud Management Risks in Remote Work Era

The Solution

Given that most companies are experiencing an impact in their financial resources because of the crisis, they may be looking for options in delivering their services to the clients while ensuring that they get to save on operational costs. One alternative solution that may be beneficial for companies especially for SMBs is partnering with an outsourcing company like Infinit-O, who can give you access to a team of cloud management specialists. This will help you focus on your client’s satisfaction while your outsourcing partner builds you a dedicated team of System/Cloud Administrators, DevOps Engineers, and Solution Architects with proficient knowledge of various operating systems from Windows to Linux. These teams will help you improve your department’s productivity by ensuring faster response to alerts generated by monitoring systems, quick troubleshooting availability or performance issues on your systems and streamlined approach in providing technical support to your clients via different channels like your preferred ticket system or through  telephone. 

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate founded on trust and open communication. Having an extensive and profound expertise in cloud management, we’re here to help you build a great cloud management team of experts for your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreement, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Let’s work together in building a Great Cloud Management Team consisting of:

  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineers
  • Windows and Linux Server Engineers
  • Office 365 Systems Administrators
  • DevOps Engineers
  • Solution Architects

With a great team and a partner that understands your unique business needs, you can achieve the goals and vision you have for your company.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 weeks ago No Comments Views

The Four Stages of Outsourcing: Part II

Having an outsourcing solutions provider as a partner for your business may prove great benefits to both your company’s budget and operations. However, if your company will rush into an outsourcing partnership without going through the general process, your decision may hinder your business from being successful and from maximizing the partnership.

(This is the second of two parts discussing the four stages of outsourcing.)

As our previously published article, The Four Stages of Outsourcing: Part I, suggests, the general outsourcing cycle is comprised of four phases, namely:

  1. Strategic thinking
  2. Evaluation and selection
  3. Contact development
  4. Outsourcing management or governance.

In most cases, companies who went through the said phases are those who were able to enjoy their partnership with a solutions provider.

With the first two stages of the outsourcing cycle discussed in the first part of the article, your idea of outsourcing should now be tied to the fact that outsourcing plans should be carefully planned and evaluated, from the activities to be delegated to an outsourcing partner to the location where the outsourcing partner is based.

The third stage in the outsourcing process is Contact Development.

What is Contact Development?

The third stage comes in once you have already chosen the outsourcing partner for your business. Before proceeding to Contact Development, it is highly suggested to ask for a trial period for you to be able to gauge the capability of the outsourcing solutions provider.

It is after the outsourcing company was able to show that they are competent to provide the services necessary for your company’s business processes that you move on to the third stage. The Contact Development phase is where the agreements and legal documents are to be exchanged between parties. When it comes to outsourcing, the pricing is usually the main concern for companies because work quality can still be maintained with an in-house team, but at a more expensive cost.

It is in this stage where agreements with pricing are discussed; but even if this particular concern may already be brought up during the first two stages, it is during this stage where the negotiation and agreements take place. Among the important components of an outsourcing partnership are service level agreements (SLAs), non-disclosure agreements and pricing terms.

Once the legal documents and agreements are in place, your outsourcing venture is now ready to be commenced. It is in the fourth phase, the Outsourcing Management, where the relationship between the outsourcing solutions provider and the client is built. A healthy outsourcing venture between provider and client must be only not limited to just exchanging demands and outputs, but it must grow into a working relationship. An outsourcing partner that is trusted and preferred by many is able to work a relationship out of a business venture that can eventually lead to the client being comfortable with them. An outsourcing partner should be able to make suggestions on how to further make your business processes efficient instead of just agreeing on every demand made upon them.

About Infinit-O

Infinit-O provides its clients with a dedicated team of experienced outsourcing professionals to provide them with boutique outsourcing solutions, such as accounts receivable collection and sales outsourcing. Outsourcing solutions provided by Infinit-O allows their clients to gain a competitive advantage in their respective fields.

6 months ago No Comments Views

What makes Best Buy’s social media presence so effective?

Just over a year ago, Best Buy was in bad shape.

Declining sales and competition from successful retail giants such as Walmart and Amazon nearly drove the company’s original founder to buy back the store chain for $1 billion out of his own pocket and turn it private, according to Forbes.

But since then, Best Buy has experienced a modest rebound, with stocks undergoing a steady increase for most of this year already. The company has found success by digging into its unique and highly effective social media presence.

In fact, social media management and research service Conversocial recently released a report ranking online customer service interactions among 100 leading retail companies. Of those 100, Best Buy came out on top as the only organization to receive a full five stars. According to Internet Retailer, the study looked at specific metrics such as average response time when fielding customer inquiries over social media channels, as well as how many inquiries the companies cared to respond to at all.

What can businesses learn from Best Buy’s social media presence? And how can an outsourcing company achieve the same level of success? Here is a closer look into what makes it all work for Best Buy:

Low average response times

Best Buy knocked out all other competitors in the Conversocial report with an average response time of 14 minutes on all social media channels. The company also successfully responded to 42.1 percent of total customer inquiries over both Facebook and Twitter. Outsourcing social media efforts to a BPO company can especially help small businesses that lack the resources and time to constantly check feeds and respond to multiple inquiries. Best Buy already demonstrates strong face-to-face customer service through its in-store Geek Squad program. But much of these fast response times on social media inquiries can be attributed to customer-service-specific accounts.

Previously, the company utilized the @Twelpforce handle as an official Best Buy Twitter account devoted exclusively to fielding customer questions and concerns about any product. The account achieved more than 47,000 followers before recently merging over to the already existing @GeekSquad handle, where it continues to operate in much of the same capacity.

The right people

Because the company encourages such a large online customer service team, all new Best Buy sales clerks are trained in social media from the very beginning. As a result, the people contributing to the @GeekSquad account are often the same helpful employees found on the showroom floor of any Best Buy chain in the U.S.

Best Buy is a large retail corporation that can easily afford such a robust social media presence. But smaller businesses with limited resources can still incorporate many of Best Buy’s strategies into their own social media operations by hiring the right social media outsourcing company. 

6 months ago No Comments Views

Outsourcing Goals: Start with the Big Picture

Planning an outsourcing engagement requires careful consideration of both strategic and tactical issues. Tactical issues include work descriptions, processes, service level requirements and so forth. The main strategic consideration is how outsourcing is aligned with overall business goals. We suggest companies start by creating an overarching strategy to guide tactical planning, implementation and life-cycle success.

There are three strategic levels of outsourcing that are typically considered:

  • Business Efficiency – This approach is used where the goal is to maintain existing processes and service performance, while cutting costs.
  • Business Enhancement – This approach builds on the efficiency option but adds the goal of improving services through process improvements, reengineering, new technologies, etc.
  • Business Transformation – This approach extends well beyond the efficiency and enhancement options. Here the focus is making step-change improvements in business performance through fundamental changes in the way the business operates.

Clearly, each strategy requires a different level of commitment, so that is why we recommend considering strategy first. Below are some questions that can help think through the strategic options:

  • What are my top business objectives?
  • What is currently more important, cutting costs or creating value?
  • Do we need to improve operations or improve the business?
  • What are our competitors doing, or going to do? Do we want to think in terms of being more competitive or outmaneuvering the competition and possibly changing the game?

Finally, we find that many firms, especially those new to outsourcing, focus on efficiency only. We believe there is a tremendous opportunity to extend into the business enhancement strategy with just a little more planning and engaging an experienced, quality oriented partner.

We hope this is helpful and look forward to your feedback.

6 months ago No Comments Views

Outsourcing in Healthcare Industry: 5 Reasons to Do it

The global healthcare industry’s interest in outsourcing has grown massively in recent years due to the industry’s drive to reduce costs while still being able to provide quality healthcare service.

Before, the industry limited their outsourcing to medical data entry and medical transcription. But with the growing awareness that outsourcing has greater benefits for healthcare organizations and hospitals, many are looking into outsourcing healthcare information management systems, clinical research, Big Data, medical billing, and IT needs to keep patient data secured among many others.

According to Jonathan Clarke, Assistant Professor of Health Policy and Administration at Penn State University, “Outsourcing is something we should think about, especially when it fuels efficiency and expands access to healthcare, but we need to be intelligent about it so as not to put patient safety at risk.” He also stated that around 90% of the hospitals in the Unites States are outsourcing some services particularly radiology services.

We list down five reasons the healthcare industry should think more about outsourcing their non-medical operations:

1. Critical Mistakes are Avoided

According to Tom Lowery in his article entitled 8 Ways Outsourcing Can Help Hospitals and Patients, US hospitals leave about $125 billion on the table each year because of poor medical billing practices. He adds that 80% of medical bills contain errors. One factor that contributes to this is that some hospitals are not updated with currently changing billing rules and regulations. With outsourcing, healthcare organizations can have a dedicated team of trained professionals that focuses on billing purposes.

2. Reduced Training Costs

Healthcare organizations that outsource their processes don’t also need to worry about shelling out extra money for education, software or staff training since the outsourcing partner sees to it that their employees are up to date with the latest changes in standards and regulations.

3. Access to Expert and Trained Professionals

There is no need to spend time finding trained professionals for healthcare processes because they will be ready to take on the job as soon as an outsourcing partner is signed in. Employee acquisition and retention isn’t also a concern anymore since these will be handled by the outsourcing partner.

4. More Focus on Giving Quality Patient Care

With an outsourcing partner taking care of looking for a healthcare organization’s staff and training them, healthcare providers will be able to focus on the more important things in the business – in this case, giving the best quality of care for patients. Outsourcing will help providers to lessen their tedious administrative and managing workload, and allow them to provide a positive patient care experience and improve on it as well.

5. Top-Quality Results with Cost Reduction

The biggest advantage of outsourcing healthcare services is the reduced costs in healthcare operations. Outsourcing brings in huge savings with its low-cost manpower and infrastructure. Healthcare outsourcing can help save companies 30-60% of costs. Aside from taking care of staff acquisition and retention, having an outsourcing partner also reduces excess administrative costs since the direct benefit of outsourcing is financial surge.

The Philippines is Top Healthcare Outsourcing Destination

In the next few years, the Philippines is set to become the top healthcare outsourcing destination thanks to its massive qualified workforce, infrastructure, and technology. The country’s outsourcing industry has grown over the recent years and is forecast to hit $2.4 billion in revenue in 2016.

“The Philippines right now, with the way you’ve been able to show how successful you can be with other industries with BPO and other areas, healthcare is the industry where you could play the mark of the world leader,” said public sector and healthcare leader at PricewaterhouseCoopers (PWC) Southeast Asia Consulting.

With our extensive list of outsourcing services available, medical providers—either a Healthcare Payer or a Healthcare Provider, or those belonging to the Software-as-a-Service (Saas) industry or the Pharmaceutical industry, all of these can trust us with everything they need. Being ISO 270001:2005 certified, ISO 9001: 2008 Certified and Six Sigma qualified, we guarantee nothing but the best when it comes to improving your services.

6 months ago No Comments Views

The Four Stages of Outsourcing: Part I

Infinit-O Outsourcing BPO services

(This is the first of two parts discussing the four stages of outsourcing.) Almost all partnerships that have been successful went through phases that define the actual process of engaging with each other, and that does not exempt the industry of outsourcing. Outsourcing could probably be considered as the industry that relies on solutions providers’ engagement, although seldom announced to the public due to non-disclosure agreements signed by both parties, with companies who seek their assistance to form a partnership. It is with outsourcing where collaboration between two companies, one being a BPO services provider and the other being a company offering different services, since the BPO companies today seem to be able to cater to any industry, keeps outsourcing up and running.

The outsourcing industry continues to prosper as companies realize the benefits of outsourcing and continue to look for an outsourcing partner that has the capabilities fit for their requirements and a partner that they can depend on. However, before both parties, the solutions provider and the client, can attain the peak of their partnership, they have to go through the four (4) stages in the outsourcing cycle. As stated in the article from website China Sourcing, included in the four stages of the cycle used in BPO outsourcing are the following: 1) strategic thinking, 2) evaluation and selection, 3) contact development, and 4) outsourcing management or governance.

The first of the four stages, Strategic Thinking, is when a potential client begins to consider delegating a part of their company’s processes to a solutions provider and sees if it suits their company’s policies and philosophies. It is important first to thoroughly assess whether outsourcing is correct for your business because even if outsourcing may cater to different verticals, there are still areas in which outsourcing may not be fit for a particular process of your business.

Once you have arrived at the conclusion that your business indeed needs outsourcing, it is now time to proceed to the next phase, which is Evaluation and Selection. It is during this phase where you, as an organization, decide on which of your business processes are to be delegated to an outsourcing solutions provider. It is important to determine which of the processes must be outsourced so as to further make your business operations more efficient and so as to avoid redundancy of work. Another important factor would be to determine whether your company wants to have an on-shore or an off-shore provider; there are many outsourcing destinations that you can tap. Although you can find almost all types of solutions providers in a particular country, it is highly likely that a particular location excels in one or two branches of outsourcing, such as the Philippines, which is now regarded as the number one destination for contact center outsourcing and may soon be for knowledge process outsourcing. It is highly suggested for potential clients of outsourcing companies to conduct a background check on the providers that they are eyeing. After all, they wanted an outsourcing partner that is preferred and trusted by many.

Outsourcing is not as easy as it seems to be because there are many factors to be considered. Outsourcing is indeed a cheaper option for companies but when done incorrectly, it may be even more expensive.

About Infinit-O

Infinit-O provides its clients with a dedicated team of experienced outsourcing professionals to provide them with boutique outsourcing solutions, such as call center services and data entry services, which cover different verticals. Outsourcing solutions provided by Infinit-O allows their clients to gain a competitive advantage in their respective fields.

6 months ago No Comments Views

Should You Outsource? 5 Myths, Facts, and Figures on Outsourcing

Outsourcing has become a popular method of doing business. However, there are still some who are skeptical about its benefits for businesses.

In an effort to clear things up, we have listed down some of the most common myths about outsourcing with explanations on why they are simply not true, and other facts about outsourcing.

Myth # 1: Only large-scale businesses benefit from outsourcing.

Fact: People get this misconception because they see many multinational corporations that have entered into outsourcing contracts. However, the truth is that even small businesses can benefit from it.

For instance, small businesses that have very little to no space in their office to house employees will benefit from just hiring freelancers who can do their work at home. Technology has made communicating with workers from all over the world easier.

In an article for Entrepreneur, Laura Lee Sparks, owner of a small business called Legal Marketing Maven, says that more small businesses are outsourcing tasks nowadays and that “by outsourcing the day to day back-office tasks, the business owner has more time to focus on generating income.”

Myth # 2: Most companies only outsource to reduce costs.

Fact: There is no doubt that one of the driving factors for the decision to outsource is the reduction in costs. In fact, in the beginning, this was the main reason why companies choose to outsource. One survey supports this notion saying that 44% of its respondents outsource in order to reduce costs. However, it’s important to note that those who focus solely on cost fail in the end.

Other top reasons for outsourcing include gaining access to resources unavailable internally (34%), free up internal resources (31%), improve business or customer focus (28%) and accelerate company reorganization or transformation (31%). In the end, aside from cost reduction, what outsourcing really does is help businesses become more efficient.

Myth # 3: Outsourcing only means call centers.

Fact: Call centers to do form part of what outsourcing can provide in terms of customer service. However, customer service tasks are not the only functions that can be outsourced. In fact, studies show that 70% of companies outsource one or more of their strategic business functions.

The top tasks currently being outsourced are bookkeeping, social media marketing, payroll, administrative support, research, and marketing. However, IT remains the most outsourced activity accounting for 60% of all tasks being outsourced.

Myth # 4: Outsourcing means losing jobs.

Fact: In order for a business to be truly efficient there must be higher final output with less input. That’s what outsourcing brings to the table. By outsourcing certain parts of the business to other countries, for example, companies are actually able to provide jobs and help the economy of those nations.

A great example of this would be the growth of the Philippine economy brought about by outsourcing. The country’s BPO industry now employs about a million people and has made the country the second top outsourcing destination in the world.

Myth # 5: Outsourcing is a one-way street.

Fact: Some business owners are hesitant to outsource out of fear that it will lead them to lose control of their business in the future. That should not be the case. In fact, a successful outsourcing contract is built around the premise of a partnership between the client and the service provider. There must be a genuine commitment between the parties to work together in order to achieve business goals. The key here now is in finding the right partner.

The bottom line is that outsourcing can provide many benefits to businesses of all sizes. The important thing to remember though is that you must do as much research as you can to figure out if it will be beneficial to you and if so, find out what you have to do to make it a success.

6 months ago No Comments Views

Outsourced Cybersecurity Research Analysts Prevent Online Threats

With an onslaught of cyber threats to defend businesses from, such as malware and supply chain attacks, businesses are encouraged to invest heavily in cybersecurity.

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9 months ago No Comments Views

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