Outsourcing the onboarding/implementation and the structure of CSM department
I have been lurking around here for a while and I would like to first say I got so much useful information here! Today I have a question or rather a topic I would like to have a discussion about - outsourcing certain CS elements.
Our department is at a place where we have to plan and prepare a strategy for the department's future. We see a couple of possible directions, however, we would like to keep the core team small and not expand. We are currently responsible for the tickets, onboardings, NPS, and renewals. With this in mind, we are thinking of outsourcing some of the workloads. For example, we would like to outsource the onboarding of the customer. Generally, I am against outsourcing due to the decrease in the quality, however, I can not find relevant examples to show to our management that this would be a bad idea and maybe I am wrong and this would work well.
My question is if anyone has experience with outsourcing?
I would think a good solution would also be to just increase our department just a bit and have a dedicated implementation and support team member. The CSM would then be the person overlooking the onboarding and customers' journey after the sale. Or we could just invest in CS software and automate as much as possible, however, I am not sure if we are at a point where we could justify high costs.
I hope the above makes sense! If anyone has any similar issues I would be happy to discuss it on a short call ?
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