--- title: We Are Fiber Blog - English | Back office and help desk solutions (3) description: Back office and help desk solutions | We Are Fiber Blog - English version (3) --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) English - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) Posts about # Back office and help desk solutions (3) ## [Back-office activities: how they work and how they can help companies to optimize their processes](https://www.wearefiber.com/en/blog/2020/12/09/back-office-activities-how-theywork-and-how-they-can-help-companies) January 31, 2022 The ability of a company to achieve its objectives and ensure efficiency relies, to a large extent,... [READ MORE](https://www.wearefiber.com/en/blog/2020/12/09/back-office-activities-how-theywork-and-how-they-can-help-companies) ## [Accounting and administration: the advantages of outsourcing management](https://www.wearefiber.com/en/blog/2020/07/28/accounting-and-administration-the-advantages-of-outsourcing-management) January 31, 2022 More and more companies, especially those that are rapidly expanding, are relying on **outsourcing...** [READ MORE](https://www.wearefiber.com/en/blog/2020/07/28/accounting-and-administration-the-advantages-of-outsourcing-management) ## [Administrative back office: what it is and why outsource it](https://www.wearefiber.com/en/blog/2021/02/16/accounting-outsourcing-effective-support-for-companies-and-commercial-firms) January 31, 2022 The **administrative back office** falls within the competences of small, medium and large companies... [READ MORE](https://www.wearefiber.com/en/blog/2021/02/16/accounting-outsourcing-effective-support-for-companies-and-commercial-firms) ## [Back office support activities: make your company move at maximum speed](https://www.wearefiber.com/en/blog/2021/08/03/back-office-support-activities-make-your-company-move-at-maximum-speed) January 31, 2022 **Back office support activities** can really improve the efficiency of your business and take it to... [READ MORE](https://www.wearefiber.com/en/blog/2021/08/03/back-office-support-activities-make-your-company-move-at-maximum-speed) ## [What is the IT help desk and what are its advantages?](https://www.wearefiber.com/en/blog/2020/11/05/what-is-the-it-help-desk-and-what-are-its-advantages) November 5, 2020 The **help desk**, also known as the **service desk**, is a first level support service for users that... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/05/what-is-the-it-help-desk-and-what-are-its-advantages) ## [Why does outsourcing the back office work?](https://www.wearefiber.com/en/blog/2020/08/07/why-does-outsourcing-the-back-office-work) August 7, 2020 Trivial and repetitive tasks can bring your company into a routine that blocks its growth. Spending... 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What cannot be seen and what transpires behind the scenes is often the secret to a company's success! But what are back-office activities and when are they needed? Back office refers to all those activities that make up the company’s operational management, starting from data entry, document archiving, database management, personal data, complaints and quality control. These are activities that are not visible to the customer, but are a critical support to the core business, without which a company, from the smallest to the largest, could not exist. The strategic importance of this area presupposes that, in order to function properly, you have sufficiently trained staff. This is often not within the reach of companies that do not have the necessary resources and skills. We Are Fiber provides companies with the optimal resources to run back-office activities according to their different needs, while saving time and money. Back-office activities: essential functions The back-office service allows you to better manage internal and external processes and improve the perceived quality of products and services and, therefore, the relationship with the end customer. What follows are examples of such activities, including their essential functions: Data entry for database and personal data management Data entry simplifies access to non-digitized information, for example to databases or customer lists. Thanks to outsourcing, the processing and digitization process can be accelerated. In practice, data entry activity consists of the acquisition and management of company databases, so ensuring that data entry is correct and up to date. Document back-office activities Every company, regardless of the sector, accumulates a large amount of documents, emails and digital files. This information must be managed, cataloged to be easily available, and up to date. Very often, these are documents that contain information of a legal nature that must be kept over time and treated with great care and attention. Back office for the management of emails and complaints The back-office activity in this case deals with managing all incoming and outgoing emails that may concern communications, complaints, newsletters and various promotional materials. Their management is very important, as it allows companies a considerable saving in terms of time and resources, which can then be directed towards more productive and valuable activities within the company. Quality check: the back-office activity that makes the difference Quality check is a service aimed at verifying the level of satisfaction of a customer who, after the sale, must not be abandoned. The final goal of a company, in fact, is not only the sale, but also customer loyalty. The back office takes care of just this, contacting the customer to evaluate the functionality of the product and service and understand if there were any critical issues during the sales process. In this way, it is possible to guarantee high quality after-sales assistance and the improvement of internal services. The tools for an effective back office Back-office technology guarantees the efficiency of a back-office service. Centralized CRM systems permit the sharing and sorting of information, the management of tickets and indeed every single activity, database or piece of personal data. Technology allows you to automate processes, lightening workloads and minimizing errors. In addition, all information will be available immediately for easy consultation and ultimately resulting in a reduction in processing times. The outsourced back-office service By entrusting back-office activities to outsourcing, a company can count on trained and qualified personnel and free internal resources from low added-value activities, thus also reducing fixed costs. Among the outsourcing services offered by We Are Fiber, the back office is one of those with the greatest added value, an essential support for companies who seek professionals at their sides. Our team is fully committed to a company’s end goals, allowing our customer’s staff to devote themselves to more productive activities. Contact We Are Fiber now to find out about the services we offer which will help relaunch your company across new borders. Email: info@wearefiber.com Telephone (It): +39 024 210 1122 Telephone (UK): +44 203 870 4408", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Back-office activities: how they work and how they can help companies to optimize their processes", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Back-office-activities-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/12/09/back-office-activities-how-theywork-and-how-they-can-help-companies", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "More and more companies, especially those that are rapidly expanding, are relying on outsourcing accounting to better manage internal resources, optimize productivity, and adapt their business according to changes in the market. The outsourcing of accounting services, also known as outsourcing, requires the assignment of accounting and administration tasks to an external company. Many entrepreneurs believe that they can do everything alone and without outside help. And you, are you sure you can manage all accounting and administrative tasks without errors? How much does it cost you to train your staff? If these are worrying questions for you, don’t panic, we are here for you. In the following paragraphs, we analyze what are the advantages of outsourcing accounting both from a practical and economic point of view. The advantages of corporate outsourcing Firstly, let's start with the economic benefits for companies, an aspect that should not be underestimated in a period in which saving is key. Outsourcing accounting is cheaper than hiring internal staff who need to be trained. In addition to training, don’t forget all the costs related to hiring such as salaries, permits, paid holidays, contributions etc. Are you considering the possibility of requesting a service to outsource for your company? Find out everything there is to know about. It is likely that your company already has an office dedicated to administration and accounting, but an external team of trained and qualified professionals can certainly offer a more efficient and updated service. Dynamism and evolution are essential requirements for any company that wants to be always in step with changes and innovations. And it is precisely here that accounting outsourcing becomes an extra arrow in your bow. An external accounting-administrative team can better identify the critical issues, the weak and the strong points of a company, draw up medium-long term strategies to save money, and propose solutions according to new market dynamics. However, some entrepreneurs suffer from a control craze, so they are terrified of delegating or outsourcing a service. Do you also fall into this category? No problem. We Are Fiber always keeps open the dialogue door, responding promptly and efficiently our customers’ every question and thus dispelling any doubt. We Are Fiber offers a 24/7 customer care service so you can always count on a reliable and professional partner. Accounting outsourcing: fewer risks for your company Sometimes errors and omissions occur in companies, which negatively affect the company budget by blocking the growth of the business. A team of expert professionals ensures a more prudent and accurate control of the budget while having no internal pressures, and being able to count on the experience they have gained by being in the field for a long time. With company outsourcing, you can count on an objective eye that helps you see things more clearly and ponder strategic choices for your business with more lucidity. We Are Fiber stands by your side as a valid ally to make the appropriate investments in the most suitable moments. In this way you will hone your business skills, understanding how to optimize expenses, when to invest, when to delay etc. These are knowledge and skills that nobody teaches you and that you can only acquire in the field, therefore better to take advantage of the advice of experts in the sector by maximizing earnings and minimizing risks. Accounting outsourcing pays off: final conclusions We can conclude that outsourcing is the ideal choice for booming companies that aim to expand their borders and conquer more markets. When employees are exempted from tasks that do not fall within their competences, they work more calmly and in a more productive way with the awareness that the administrative and accounting management is entrusted to a specialized and qualified group that operates in compliance with current regulations. An external company reduces the costs of accounting services, as employees do not have to be constantly updated and trained. Furthermore, the external company, observing with an objective eye, can identify critical issues affecting the company budget such as unexpected expenses, shortages, unnecessary purchases, and therefore propose more discerning management. The markets are constantly evolving, therefore it is essential to keep up with the times and rely on an external accounting company capable of dealing with all technological changes with the appropriate tools and means. These are just some of the outsourcing advantages, a service that has become essential for any company or brand that wants to establish itself and expand in its respective market. Do you want to know more about accounting outsourcing? Then contact us now! A professional and competent team will be happy to answer all your questions to achieve your business objectives. With the advice of our experts, your company will immediately be one step ahead! info@wearefiber.com Telephone (it) + 39 02 42 10 11 22 Telephone United Kingdom) + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Accounting and administration: the advantages of outsourcing management", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/07/28/accounting-and-administration-the-advantages-of-outsourcing-management", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The administrative back office falls within the competences of small, medium and large companies which, although not a primary task, is still necessary. It is therefore critical to invest time, money and resources for an effective administrative back office service, which must be done correctly to avoid errors. In order to carry out the tasks of the administrative back office, the employees in charge must possess specific skills. If they do not, they ought to attend refresher courses or become adequately trained. All this entails additional expenses for the company, which has to take care of employee training, so losing important internal resources specialized in other tasks. How can this problem be addressed? The answer is by way of outsourcing the administrative back office. We at We Are Fiber specialize in this sector and offer various services related to accounting, administration and customer assistance, such as a help desk and outsourced payroll. Outsourcing the administrative back office: what does outsourcing mean? Before coming to appreciate the benefits of outsourcing the administrative back office, it is useful to dwell for a moment on the concept of outsourcing. As previously mentioned, companies find themselves taking on a series of services that do not represent the core business, but are still necessary. Companies do not always have the skills or resources to carry out these jobs, so they rely on external partners, such as We Are Fiber, who have the necessary tools and highly qualified and professional staff. The company is hence decongested by a considerable workload, which does not fall within its competence. This allows the company to concentrate on its core business and optimize productivity, with the certainty of being able to count on an extremely reliable external partner. Employees themselves feel more valued, as they can put their skills to good use and don't feel debased by jobs that don't fit within their portfolios. The advantages of outsourcing the administrative back office Now, we can get into the heart of the matter and understand what an outsourced administrative back office does. Companies today participate in an extremely dynamic market, where one must always be competitive. Those who lose ground to a competitor seldom recover it. Investments of time and resources must therefore be made with great caution and it is advisable to follow market trends, which favor outsourcing. Outsourcing the administrative back office means freeing up resources for companies, which can then invest and allocate these to corporate business. The administrative back office processes involve various tasks, such as: order management; general accounting; expense reports; accounting reconciliations; issuance and accounting of active and passive invoices; allocation of receipts and payments. Companies that do not outsource have only two paths available: to make important investments to manage these processes correctly, or not to make them, with the risk of later facing errors or critical issues that slow down business growth. On the other hand, the outsourcing of the service allows you to optimize costs and take advantage of a highly efficient and professional administrative back office. Administrative back office: a valid support for CFOs The management of the administrative back office is entrusted to the CFO (Chief Financial Officer), who is the financial director of a company, responsible for the financial activities. According to the latest trends, the position of CFO is slowly changing, especially in light of new technological innovations. This managerial figure is no longer focused exclusively on the financial aspect of a business, but rather on corporate strategies and, in particular, on investments in technologies and resources and on data analysis for business development. Following the ongoing technological revolution, the CFO must choose the appropriate resources capable of making the most of the advantages offered by new technologies. Once the best talents on the market have been identified, the CFO must keep motivating and incentivizing them. The CFO must also act as somewhat of a “psychologist”, working on the internal organization to create a close-knit team capable of expressing all its potential. Finally, this figure must understand how to utilize and combine all available data, obtaining useful and relevant information. The management of the administrative back office requires increasingly specific skills, therefore outsourcing becomes an absolutely advantageous and recommended solution. We Are Fiber’s back office services By relying on We Are Fiber's administrative back office service, you can correctly manage internal and external processes, so as to improve the perceived quality of your products and services and strengthen customer relations. Our resources take charge of the internal processes of your business, identifying them and making them replicable. We use the most modern technologies on the market and in our portfolio we boast partners of international standing, from Vodafone to Optima to the European Tour. Our services simplify the worklife of the CFO and allow more orderly, efficient and innovative back office management. We help small, medium and large companies grow and become increasingly competitive. Contact us if you wish to know more.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Administrative back office: what it is and why outsource it", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Administrative-back-office-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/02/16/accounting-outsourcing-effective-support-for-companies-and-commercial-firms", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Back office support activities can really improve the efficiency of your business and take it to the next level. If you are an entrepreneur or a company administrator, you will know that your processes cannot survive without a structured organization and a professional and experienced team. The back office includes those activities to support the organization that operate behind the scenes, and unlike what is thought, it is not just about IT. Warehouse management, human resources, accounting and many other activities are included in the functions of the back office staff, where these employees have no contact with the customer. In this article, we will reveal how to improve your back office activities and also attain substantial savings. Read on to find out! What are the back office tasks and why is it so important? Most of the time, what you don't see guarantees a company's success. This happens with the back office, or the set of activities that contribute to the company's operational management and support the core business. In particular, we refer to: Data entry; Document archiving; Database and personal data management; Claims management; Quality checks. It represents a fundamental gear of a company that involves various professional figures in a transversal way and goes on stage every time a request is made to the front office. But what are the back office tasks in particular? The tasks that a back office worker has to face are different depending on the area of activity. Recruitment, maintenance, IT, warehouse workers, inventory workers and production controllers are just some of the professionals who can work in the back office. A key feature of this area is proactivity: those who deal with the back office must anticipate problems! In recent years, there has been a trend towards outsourcing back office activities, obtaining benefits that would not be possible with internal resources alone. The strategic importance of this area presupposes a properly trained and qualified staff. This is often not within the reach of companies that do not have the necessary resources and skills. We Are Fiber provides companies with the best resources to ensure back office activity is effective according to different needs, while at the same time saving time and money. Back Office and Front Office: Two opposites that work hand in hand Before discovering how to improve a business organization through outsourcing the back office, let's examine the difference between back and front office. As we have already pointed out, the back office includes all the activities that are carried out behind the scenes of the company. It is the engine that serves to make the entire organization work, including the front office. The company activities resulting in contact with the customer belong to the front office: it is made up of operators who have a direct, face-to-face relationship with users. The front office is responsible for customer service, sales, and forwards orders and complaints to the back office, which needs to resolve issues. Despite their differences, the front office and back office are not separate, but must work in harmony to ensure customer satisfaction. Back Office Support: The Benefits of Outsourcing Now that you understand the chief challenges of back office support, you may be wondering how to ensure the efficiency and success of your business. Obtaining the necessary internal professional skills and having control over the correct organization of this entails a waste of resources and energy, which many companies cannot afford. For this reason, outsourcing the back office business is a solution chosen by many companies. By opting for outsourcing, you can count on trained and qualified personnel and free internal resources from low-value activities, thus also reducing fixed costs. The advantages of back office outsourcing can be summarized as: Certain savings: managing a back office in an optimal manner is very expensive, so contacting an external company helps to reduce the costs of equipment and personnel; Always be able to count on highly qualified personnel: outsourcing your back office activity guarantees you a qualified and professional workforce; Have state-of-the-art technologies available: with outsourcing, you don't need to invest large sums of money to purchase new software and hardware, as the external company will handle this task for you. Here is an example of outsourced back office management in the administrative field. The administrative back office: efficient management can make all the difference The administrative back office includes a series of processes, considered ancillary activities and time consuming, which at the same time are fundamental for the effective organization of a company. The activities that can be outsourced so as to ensure optimization and efficiency are: Order management; Issuing and posting of invoices; Receipts and payments; Expense reports; General accounting. Outsourcing the administrative back office means freeing up resources for companies, which can instead be used in core business activities. Companies that do not follow this path have only two alternatives: to make large investments to manage these processes correctly, or not to take care of the back office with the risk of falling into errors or critical issues that slow down business growth. The outsourcing of the service, on the other hand, allows you to optimize costs and take advantage of a highly efficient and professional administrative back office. We Are Fiber: outsourced back office services The ideal outsourcer for back office services must be chosen with care. In fact, one of the aspects to consider is their experience and competence in the areas to be managed. We Are Fiber has been supporting companies for over 10 years, relieving them of tasks that can slow down the business. Our back office services allow you to better manage internal and external processes and improve the perceived quality of products and services and, therefore, the relationship with your end customer. Our resources are trained according to your needs and guarantee exceptional performance, even in the event of sudden increases in traffic volumes. Furthermore, by observing with a neutral eye, We Are Fiber can identify particular critical issues that weigh on the company budget, such as unexpected expenses, shortages, unnecessary purchases, etc. and propose solutions for more prudent management. Put us to the test with the Try and Buy formula and after three months decide whether to buy our service. Contact us now! Thanks to the advice of our experts, your company will immediately have an edge!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Back office support activities: make your company move at maximum speed", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Back-Office-Support-Activities_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/08/03/back-office-support-activities-make-your-company-move-at-maximum-speed", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The help desk, also known as the service desk, is a first level support service for users that allows them to solve problems or receive important information. The final results are improved productivity, increased turnover, clear cost reduction and greater customer loyalty. The IT help desk can be confused with customer care, but they are two different things. The first provides targeted support to the customer on specific and more complex issues, while the second offers generic support without the need for specializations. The meaning of the help desk: first and second level The help desk can be divided into a first and second level, according to the complexity of the problems to be solved. First level assistance involves the opening of a ticket associated with a unique code, through which the solution to the problem is sought. Where the issue is resolved, the ticket is closed, while where the issue continues to be a problem, the file passes to a more competent or specialized staff member. In this case, this is referred to as the second level help desk. We at We Are Fiber specialize in providing first and second level help desk services and use forms of multi-channel assistance, such as chats, web chats, video chats, social chats and the chatbot. To understand how this process works, how to apply, and what the IT help desk is, get in touch with us at We Are Fiber. In particular, we deal with outsourced help desks, an increasingly widespread practice among the top companies across various sectors. What are the benefits of an outsourced help desk? Using a help desk works to the benefit of each employee, where there are tangible advantages for the entire company in terms of a positive impact on productivity and cost reduction. In addition, companies are able to optimize investments, better manage personnel and acquire greater flexibility in the relationship with customers. Outsourcing help desk work allows the company to invest in other areas, thus focusing on its core business. Staff are relieved of excess work and can devote themselves to their primary tasks. Another advantage not to be underestimated is customer loyalty, where customers appreciate both the speed and the top technologies of the tools used to solve a given problem. Loyalty today is a determining factor that makes all the difference, so it is indeed advisable to establish a relationship of esteem and trust with the customer. Which companies need the help desk? The outsourced help desk is a service recommended for all companies, but there are some in particular that cannot do without it. Businesses that possess a large number of customers have to handle a series of particularly high demands, which they don't always manage to meet in a timely manner. If the time to resolve a problem is lengthened, the customer tends to lose confidence in that company. The danger is seeing reduced productivity, poorer performance, and, consequently, a loss of customers. Those companies that have to manage a large number of customers are those that work in complex businesses, such as IT, ICT, telephony, electronics, training centers and banking institutions. Even in the public sector, though, various organizations require outsourced help desks, such as universities, hospitals and public bodies. How to manage the help desk service The help desk service can be divided into three phases, namely call collection, call processing and call archiving. In the first phase, it is important to listen to the customer, without jumping to hasty conclusions, in order to understand the user's problem in its entirety. In the second phase, it is best to end with a complete and satisfactory resolution of the problem for the user. If, on the other hand, it is not possible to solve the problem immediately, it is necessary to communicate to the user that the practice is to pass this along to the second level help desk, where timing concerning the resolution of the problem should be clearly communicated. Finally, in the third phase, the problem is solved and, if it is rather frequent, it can be inserted into the Questions and Answers section of the site or social pages. In this way, users can find answers to their most frequently asked questions on the web, without excessively clogging up the help desk channels. The improvement analysis At the end of this process, it is essential to undertake improvement analysis. Through the help desk service, information regarding the company is collected, where the most widespread and frequent problems, as well as weaknesses and strengths, become understood. A sort of company check-up can then be carried out, so that it is possible to resolve critical issues, eliminate problems and reinforce weak points. Based on customer requests, the business can come to appreciate which departments are less productive and efficient or which procedures are too slow and need to be enhanced. Such an improvement analysis must be done at least once a month in the presence of the entire help desk team, so as to analyze strengths and weaknesses together. A series of cases can be included in the aforementioned “Questions and Answers”, after which all the necessary countermeasures must be taken to reduce calls and therefore increase productivity. The help desk is a specialized solution to increase turnover. If you wish to design specific solutions for your business, contact us at We Are Fiber.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "05/11/2020", "datePublished" : "05/11/2020", "headline" : "What is the IT help desk and what are its advantages?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/help-desk-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/05/what-is-the-it-help-desk-and-what-are-its-advantages", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Trivial and repetitive tasks can bring your company into a routine that blocks its growth. Spending your energy in non-pivotal activities can distract you from your core business and negatively influence your goal attainment. To solve these problems, you should consider outsourcing your back office. Outsourcing is a solution that helps companies grow and save money at the same time. Outsourcers have expanded their services, dealing with increasingly important areas for companies. In fact, one of the most growing services is that of back-office outsourcing. Discover our back-office solutions What is the back office? We could define the back office as the engine room of a company or rather the work behind the scenes. Back-office functions include finance, accounting, inventory management, human resources, logistics, payslips, and many others. Virtually all activities where there is no direct contact with customers. The main activity of the back office is linked to the control of the work done by the respective front offices. If the back office of a company is not managed effectively, it is likely to have problems or, in the worst-case scenario, fail in a short time. Reasons why outsource back-office functions: Outsourcing has become a key strategy to help companies achieve their goals. Many companies find this option much more convenient than developing an internal service. In addition, moments with unexpected volumes of work could lead to a collapse of many operations if the work is not allocated correctly. This is the moment when outsourcing is of great help. The advantages of outsourcing can be summarized as: Saving Running an effective back-office can be very expensive. For this reason, contacting an external company can reduce the costs of equipment and personnel. Highly qualified staff Entrusting your back-office activity to qualified personnel ensures professionalism and efficiency. State-of-the-art technologies Having the latest technology available helps a company to execute processes optimally and therefore be more profitable. Thanks to outsourcing, it is unnecessary to invest large sums of money for the purchase of new software and hardware since the external company will handle this task for you. The difference is finding the right partner Outsourcing back-office activity by entrusting the process to We Are Fiber allows you to use the best technologies efficiently and securely at a decent cost. Handing over to We Are Fiber means having professionals at your side. They are able to dedicate themselves to the project and follow it carefully, allowing the staff of your company to devote themselves to more productive activities. Contact We Are Fiber now to find out all the multilingual services necessary to relaunch your company towards crossing new borders. Email: info@wearefiber.com Telephone (It): +39 024 210 1122 Telephone (United Kingdom): +44 203 870 4408", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "07/08/2020", "datePublished" : "07/08/2020", "headline" : "Why does outsourcing the back office work?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/outsourcing-back-office-1024x576-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/08/07/why-does-outsourcing-the-back-office-work", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```