Blog & Opinions
Five essentials for effective global expansion
No matter how large your organisation, opening an office in a new location is always momentous, even if it’s something you do relatively frequently. Planning for new premises is a major undertaking, and requires that you put in place everything necessary to make it a productive place of work.
With international and global expansion, a new set of challenges present themselves – everything from abiding by local financial and employment regulations to ensuring you recruit the best local talent to ensure success. Allied Worldwide has supported many of its customers’ expansions into new geographies, and become a category leader in their industries through its Country-in-a-Box solution.
For example, how will you provide IT support to your new subsidiaries? These are the five essentials to consider as you plan your resources.
You have to provide support during business hours, at the very least, and in every location. Once you expand into just a few different time zones, you soon discover that you either have to provide your own round-the-clock support centrally, or have on-site support people in every location. And both options are costly.
Where support is provided on site in each location, it becomes difficult to prevent variations in service levels from arising. Unless there are controls in place – with strong central leadership, regular training and company-wide known configurations for both hardware and software – then your support professionals at different locations will inevitably provide different levels of service.
You need to consider the language preferences of office users when you plan IT support. Technology can be difficult to get right at the best of times, even when there are no communications barriers. Providing an English-only helpline, for example, may lead to it being under-used by non-English speakers, which is a waste of money, and will result in end users becoming unproductive and attempting to perform their own fixes.
More than language alone, you also have to ensure that central support teams are aware of different customer service cultures. For example, while someone in the US or UK may be open to humour being a part of the conversation, the same might be misunderstood or considered offensive by someone in Japan.
It’s also essential to have central tools in place that enable all IT support professionals to both access information about common support issues, and also log new ones.
With experience in delivering services in over 60 countries, Allied Worldwide can provide access to a multi-lingual, round-the-clock IT telephone helpdesk in every time zone. Any issue that requires onsite intervention can then be delegated to local resources for attention. End user expectations are satisfied by well-communicated, standardised service level agreements – and your business can run as it should and focus on building revenue.
In fact, our Country-in-a-Box solution provides comprehensive capabilities for all your IT and wider business processes as you expand globally. It’s a standardised, end-to-end solution that’s repeatable for every new office, offering consistent service for IT support, IT outsourcing, managed services, HR, payroll, finance analytics and management reporting – anywhere in the world and in any language.
For more information on the benefits of outsourcing as you expand internationally, please contact Paul Sykes, Marketing Director.
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