Remote IT support originated as a service in the beginning of this century. It was the natural consequence of all events at the end of the 90s that marked a new age for business and economy - the digital, borderless age. In mid-90s, the Internet was officially commercialized and shortly after, the VPN and the broadband connection were born. By the early 2000s, broadband was largely adopted, which made remote access to computers and servers possible.
A well-known industry pioneer - VMware, created a set of software tools for remote IT operations. Microsoft followed closely after with its own virtualization product. And finally, Amazon AWS was presented, setting a stone for the new "cloud" era. These three companies are the foundation of the IT outsourcing industry, because they provided the means to make it possible.
Why do companies need to outsource?
Cost efficiency is an obvious benefit, but it isn't the only reason to outsource - and sometimes it isn't even the main one. In some labor markets, it's hard to find senior tech talent and there's a huge competition between employers. The issue is even bigger if your company relies on legacy or rare technology, as that shrinks the pool of potential qualified candidates. Nearshoring to an emerging market allows you to receive a quality service without doing the hiring on your own.
How to choose a remote support provider?
Cost efficiency is a primary reason organizations opt for outsourcing. Still, don't make the mistake to choose your provider simply based on how cheap their services are. Here is what else is important.
Remote support providers invest a lot in implementing service management models (like ITIL) and certifying their employees for the tools used (CISCO, Microsoft, Oracle). Something to consider is your regions of interest, in terms of customer share, and whether the service provider can cover the respective time zones and languages of these markets. For most languages you will be able to find nearshore partners, but for rare ones, like Japanese, you might need to seek a local solution.
When searching for a service provider, it’s also important to be informed about any existing regional restrictions. It's best to partner with companies in nearby countries that fall into the same geo-political unions like yours. Thus you'll be sure that they follow similar laws and directives, especially when it comes to handling data. At the same time, a nearshoring partner will work in a similar timezone to yours, making them easy to reach during your work hours. As a big bonus, you will spare yourself long expensive flights and visa applications every time you need to visit (or have your partner visit you) on a business trip.
If your business is based in Western Europe, we recommend Bulgaria as a very popular nearshoring destination. In 2015, Cushman & Wakefield named it as the third best country to outsource business to.
Why outsource application support to Bulgaria?
Bulgaria is a developing labour market, boasting professionals who are educated and certified in various technologies. It’s common for Bulgarians to be fluent in two or more foreign languages, making for a perfect environment to handle international business.
Many industry-leading companies, like HP, SAP, and Coca Cola have already established and grown a huge outsourcing presence in the country’s capital, Sofia. There are also big service providers catering to enterprise clients like Google, AirBnB, and Spotify - among others.
At Strypes, we also based our core operations in Bulgaria, so we could be close to our partners while offering them remote services with unprecedented quality. We help enterprises and SMEs by fully taking on support for their software and infrastructure assets. This allows our clients to focus their efforts on other priority areas, like developing their business on new markets.
Download our white paper for more details on remote IT support and nearshoring to Bulgaria! Or go ahead and contact us to discuss your next outsourcing move!