Tech Integrations To Manage Outsourced Departments

Last updated on February 2nd, 2024 at 03:18 pm

Outsourcing has become a normal part of the business world. Over two-thirds of U.S. corporations outsource some of their operations. The percentage is even greater in small businesses. In doing so, these companies must find ways to interact with these organizations. Here are some tech integrations to manage outsourced departments.

Cold Sales Calls

Sales are one of the departments businesses outsource. Rather than hiring staff with different levels of experience, companies look to third-party organizations for their subject matter experts (SME). The challenge to supervisors is how to manage to outsource(d) sales calls.

One method is to hire a company specifically related to your needs. For instance, an organization with SMEs skilled in B2B cold calls. Sales development representatives (SDR) of these outsourced companies utilize cloud applications that allow managers to track their progress.

Customer Relationship Management software

One of these tools is a customer relationship management (CRM) application. Normally based in the computing cloud, it provides templates to comprehensively track the progress of sales and issues. This goes from the initial entry of a client’s personally identifiable information (PII) through the signing of sales agreements.

As it’s based in the cloud, the CRM’s information is available through many sources. Through this, managers can check real-time and historical activity on outsourced sales representatives. A CRM also works for help desk supervisors. They can review ticket response times, comments, and deadlines established by a service-level agreement (SLA).

Multi-Factor Authentication

Multi-Factor Authentication (MFA) adds an extra protection layer for those who work in outsourced IT departments. On top of an initial password, MFA sends a numeric code to a person’s mobile device through text or phone call. Once received and entered, the IT tech is verified to access what’s needed.

Through this method, managers can assign tasks per segmentation of duties. As a result, the risk of human error or malicious activity from the outsourced department is minimized. Further, the manager can track potential MFA issues to correct security issues.

Softphone

A softphone is a software-based call-processing application. It permits customers to dial one number to reach a company. Through this, managers reduce confusion that could occur if they outsource one of their departments.

This tech allows regular and third-party companies to be on the same page for sales calls or customer service. In turn, those who call in go through a seamless process. On top of this, softphone applications allow managers to track live and historical statistics.

Enterprise Resource Planning

Similar to a CRM package, Enterprise Resource Planning (ERP) software is generally cloud-based. Through the customization of different modules, various activities can be tracked from their inception to delivery. For instance, a product is shown as it’s removed from inventory, billed, and shipped to a customer.

Managers use ERP to review demographics when various departments are outsourced. If it’s related to product storage and delivery, then they receive alerts if a product is unavailable or delivery is delayed. As they can view every aspect, managers have the necessary data to speak with other supervisors if there are snags in the process.

Human Resource Management

Another cloud-based app used to managed outsourced departments is a human resources information system (HRIS). This program tracks the progress of employees from the point that an application or resume is received. Once hired, the individual is tracked through the onboarding process and annual evaluations.

Managers review HRIS information and can add other items. For instance, they can use the system to input evaluations or promotions. From this data, outsourced HR departments know what’s required to increase salaries or offer additional incentives.

SMS Systems

SMS systems, also known as instant message applications, allow managers to regularly communicate with outsourced departments. This is particularly true when it’s used daily for questions and concerns by employees. Additionally, today’s instant message applications provide options to deliver images, videos and even share a screen with others.

As you can see from the tech integrations mentioned above, the ability to managed outsourced departments is easier than it was in the past. With the right applications and customizations, supervisors seamlessly integrate a company’s processes with third-party organizations. As a result, productive communication increases for workers and customers. Needless to say, don’t implement any of these tech integrations without intensive research.