Can service and support for connectivity and cloud solutions be onshored?

The Challenge

Our client, a mobile telephony, broadband, IoT and Cloud/Security major wanted to understand the importance of onshoring vs offshoring in relation to customer service and data storage and housing. This was important for future strategy on what aspects of the customer support  and data storage could be offshored. In addition, the client also wanted to understand the future opportunities for premium onshoring of such support and services.

Our Approach

We used a mixed method approach consisting of in-depth interviews with 30 decision makers from Small SMEs, Large SMEs and Majors and Enterprises from a range of industries including wholesale and retail, manufacturing, financial services, transportation and logistics, energy and utilities, and construction. The insights from this stage was used to understand needs, value, cost-benefit and risk in customer service and data storage procurement. Based on this, we validated this through a quantitative study with n=450 completes.

The Outcome

Qualitative: Landscape mapping including business needs, data storage practice, telco customer service requirements, and on-shore vs off-shore trade-offs; decision making process regarding future scalability, competitive advantage, vendor relationships and industry specific insights.