Reasons to Outsource OpenText Support-1

BENEVOLENCE TECHNOLOGIES
3 min readMar 6, 2023

The main reasons for outsourcing software services are to cut costs, resolve staffing issues, improve performance, and focus on core competencies (Global Outsourcing Survey 2018, Deloitte). Let’s take a look at these and other key factors to consider when considering outsourcing OpenText system maintenance services.

• Lack of Expertise

We frequently see many customers, especially those who purchased OpenText solutions bundled with other solutions such as StreamServe (now Exstream) as part of the Infor Struggling current employees lacking skills. Companies lack expertise for a variety of reasons.

One of these is that companies do not invest heavily in employee training, preferring instead that employees train themselves, or have existing employees train. As a result, a lot of knowledge is lost when experienced employees retire or leave the company. Of course, you can still call these people and ask for advice, but how long will this strategy work?

Bentech can help you upgrade your OpenText Exstream, StreamServe, Document Presentment, and Extended ECM for Content Suite, Content Server, Archive Server, and many more OpenText products.

• Staffing Issues

OpenText customers often struggle to find qualified resources to join their system maintenance teams full-time. OpenText system maintenance service providers, on the other hand, have the flexibility to quickly deliver the right staffing and required skill sets with less cost and time investment. Working with a service provider provides the flexibility to use professional services as needed, rather than incurring the cost of developing in-house capabilities that are not needed permanently or on an ongoing basis.

•Cut costs

Salaries and benefits for in-house employees, including pensions and medical expenses, are often much more expensive than having an outsourced company perform the work when needed.

Whether the entire OpenText system maintenance team is outsourced, or just a few resources, it means that grievances and disciplinary action against personnel related to those resources become the responsibility of the maintenance service provider. Payroll, timekeeping, human resources, and benefits all take time, so handing that responsibility over to company management gives company management more time to deal with customers.

Maintenance providers, on the other hand, offer scalable service plans that can start with 10 hours per month and allow for “growth over time.” Their team has experienced specialists who can provide different types of on-site or remote expertise depending on your regular or occasional requirements. Basically, for the same or less money, your company can get all the expertise it needs, when it needs it, and how it needs it.

We recommend at least requesting an upgrade assessment health check and consulting service to ensure that your OpenText™ environment is ready for an upgrade and that you have someone to turn to for helpful advice and guidance. As always, please be sure to reach out if you have any further questions. We look forward to hearing from you! Bentech’s CCM solution is the smart answer to the challenge of bringing versatility, visibility, and efficiency to customer interactions through scalable, real-time, omnichannel communications. Feel free to contact us!!

About Bentech

Bentech is an authorized OpenText service partner, helping global customers leverage their investment in OpenText solutions and optimize their business processes. Our main focus areas are Customer Communication Management (CCM) and Enterprise Content Management (ECM). For more information, visit our website.

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BENEVOLENCE TECHNOLOGIES

BENEVOLENCE TECHNOLOGIES is a leader in Enterprise Information on Management (EIM) products services. Our EIM products enable businesses to grow faster.