You have probably heard about managed service if you work with IT or deal with IT solutions. Why is the trend going towards more solutions on managed service and is there a reason to consider managed service for customer journey management?
General trends in managed services
IT investments in managed services are growing at an exponential rate. According to Mordor Intelligence forecast 2019-2024, the global managed services market was valued at USD 166.8 billion in 2018 and is expected to reach USD 319.5 billion by 2024. This is due to several drivers in IT management currently. According to the 2020 state of IT report by Spiceworks, the need to upgrade outdated IT infrastructure continues to be the biggest driver for IT investment in 2020, followed by escalating security concerns and cost of employees. All these issues can be addressed with a managed service solution and those are a few of the reasons why the trend is heading that way.
Managed service for customer journey management
In addition to following the trend and addressing general issues with managed service, there are also specific reasons for going with managed service for customer journey management. To filter out what is distinct for customer journey management and how they facilitate the business, we have put together this list:
1. More time to focus on customers and patients – If a managed service provider takes care of installation, hosting and maintenance of your customer journey management system, you have more time for your core business; taking care of customers or patients.
2. Get the best out of the solution – There will be experts continuously monitoring your system and making sure that you utilize your customer journey management solution fully and have the latest updates and upgrades.
3. Get up and running faster – Getting an on-premise installation with local IT may take months whereas the managed service provider can get your customer journey management solution up and running within days. Also, updates and upgrades can be done momentarily in the cloud without sending a technician.
4. Keep system running 24/7 – The system is safely working in the cloud or on the managed service provider’s servers and if there are any problems, they can be sorted without visiting your premise. This ensures that your customers and patients can move along the customer journey at all times.
6. Use funds wisely – Managed service providers typically charge by month. This keeps you in control of your cost and if you do any changes to the agreement, you are never charged for more than what you use, which frees up to use that money elsewhere to improve the customer journey.
5. Ensure customer / patient data is safe – The managed service provider makes sure data is safely stored, that regulations are followed, and that all certificates are up to date. You and your customers or patients can feel safe.
7. Quickly adapt the customer journey – As the software is hosted by the provider, it is easy to change and adapt the solution if you see additional needs in the future. The provider can also guide you to improvements based on data records, so that your customer journey always fits your customers and your business.
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Note that some of these benefits only apply if you go with a managed service provider that has knowledge in customer journey management. Before choosing vendor, make sure to check their knowledge and ability not only within managed services but also within customer journey management.
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