Over the years, no other factor has influenced the changes in the business landscape like information technology (IT). Using the enormous potential of IT to drive critical operational functions has become a norm across various types of industries. Most of the business functions have been explicitly enabled by IT and have come to be known as IT enabled Services (ITeS).
Specifically, the web-enabled remote services that utilize advanced Information and communication technology to drive efficiency across various business processes are commonly termed as ITeS. Some of the most common services that can be included under this category are:
- Back office operations
- Contact Center Services
- Medical transcription
- HR & Payroll
- Technical Support Services
- Medical coding and billing
- Paralegal services
- Knowledge Processing & Management
Some of the primary IT enabled services include favored application areas. These processes consist of enormous data collected from numerous transactions on a day-to-day basis. Managing and processing huge amount of data is typically impossible without the use of IT. Notably favored application areas that require the deployment of IT include Electronic Publishing & Distribution, Geographical Information System (GIS) Mapping, Telemarketing, Data Centers, Helpdesks, etc.
The primary advantage of implementing ITeS is the considerable amount of value derived. When executed diligently, organizations can reap several indirect benefits through direct improvement in efficiency. Also, there are various direct benefits that can be realized instantly through meticulous upfront planning.
There are specialized firms that focus their capabilities on a specific type of IT enabled Services. Combined together, these enterprises have evolved into a sustainable industry. They have scaled excellent capacities with quality talent in the pipeline. By utilizing the modern technology, they have maximized skill development and employability at various levels. Organizations looking to stimulate growth and efficiency can benefit by seeking the partnership of such firms. Together, they can harness the benefits of IT to drive economic activity to enhance the overall business ecosystem. While there are many aspects that can be considered before choosing an ITeS partner, here are some of the vital aspects that need to be primarily considered:
Continuous Business Availability
A specialized firm providing the service combines the innovative communication channel with accurate technology to maximize improvement in service quality. Companies seeking the services of these expert firms can enjoy the sustainability in the business process through improved efficiency standards. However, as an enabler, the partner-firm needs to ensure that the services are delivered consistently with due regularity. Only then continuous availability of business functions can be ensured. Even minor disruptions in process-flows can be a deterrent in achieving maximum efficiency. Hence, it is important to collaborate with those firms that have the reputation of delivering stable and proficient services.
High Transactional Volumes
An ideal ITeS Partner company is one which has the subject matter expertise on the specific function. Apart from being an enabler, it must have distinguished capabilities to aggregate and facilitate massive volumes of transactions continuously. Moreover, the partner must ensure smooth ramp-up and ramp-down of processes as per the business needs of the client. Managing a cache of skilled workforce to manage scalability demands is the key to delivering efficient functional-throughput on demand.
Quick Turnaround Time
In order to keep the clientele ticking, it is important for any enterprise to deliver their offerings within stipulated time. Delays in providing the service can be a dent to the company’s reputation and can decrease the customer satisfaction levels. For this reason, companies looking to collaborate with specialized service providers must chalk out definite Service level agreements (SLAs). This will ensure the turnaround time is minimal, and maintained regularly. Helpdesk services and electronic distribution systems are known to work on stringent SLAs. Hence, collaborating with vendor-firms which have the capability and the reputation is important.
Specialized firms have access to expert resources. This is an explicit aspect why organizations, in general, seek their collaboration. However, enterprises must ensure that the vendor firms deploy their best resources on their projects. Both the parties must have a contingency plan in place in case these resources discontinue in their designated roles. Through this, the vacant positions can be immediately filled up by equally capable resources.
A competent ITeS partner can go a long way reducing the perennial business pressures of improving revenues and managing costs. As the competition gets tougher, companies can use the collaboration as a strategic move to deliver excellent customer services to the end-users. Moreover, the initiative gives them the access to latest technology that is implemented by their competent partners, which is vital to standardize operations. As the process-flows turn effective and efficient, enterprises can have much more time to focus on their core competency. Through this, they can evolve innovative offering that can lead the market. Also, they would have much more time to market their new offerings, which can assure better revenues and growth.
- Services that use IT to drive critical operational functions are known as IT enabled Services (ITeS).
- A competent ITeS partner must be able to reduce the perennial business pressures of improving revenues and managing costs.