How is cloud technology solving the challenges of service businesses?

Today, businesses of all types use some form of cloud services. Indeed, the adoption of the cloud is mind-blowing. So much so that experts predict that by 2021, the cloud will become a $266bn industry. Of course, there are reasons why the cloud is so popular. And in the service-led sector, it is all down to how it is helping businesses to solve their ongoing challenges. Here are just some of the ways cloud technology is overcoming problems in 2018.

1. The cloud will help you to reduce downtime

Unexpected downtime is a massive problem for businesses. In fact, the hourly cost of downtime can be calculated as:

Annual turnover/work days per year

             = Hourly cost of downtime
Open working hours per day

So, for a company with an annual turnover of £5 million, operating a normal five day/40 hour week, the hourly cost of downtime can be calculated as:


            = £4,403 per hour of downtime

As such, downtime is an ongoing concern for all service-led organisations. And here the cloud can help. With 24/7 network monitoring and robust failover processes, should a problem occur you don’t have to worry.

2. The cloud will help you to maximise productivity

Traditional ways of working are inefficient, costly and slow. They suppress our capacity to grow, resulting in reduced profit margins and dormant productivity. However, powered by the cloud, the way companies are doing business has changed. Not least because, with cloud-based systems, you can better connect your back office, your mobile workforce, and your customers.

For example:

  • The right technology removes the requirement for mobile workers to come into the office to share business-critical information. Instead, everything they need can be accessed remotely
  • Information syncs between your mobile workers and your back office systems, in real-time, so the right employees always know what’s happening
  • Updating customers takes seconds, so connectivity helps you to boost both productivity and customer satisfaction
  • Cloud-based service management software can help you to make internal silos a thing of the past and improve visibility between different departments and offices
  • Your entire operation spends less time on admin and chasing up information, and more time on those tasks that make you money.

3. The cloud will help you to maximise productivity

Maximising cashflow is a problem for almost all companies. And, when traditional IT infrastructure grows outdated and needs to be replaced, the costs can be unpredictable and debilitating. But not investing in tech isn’t an option if you want to remain competitive. Luckily, with the cloud, there is a smarter way.

When you use cloud-based service management software, the costs are predictable because the technology is provided on a subscription basis (charged monthly or annually). The price you pay might depend on the size of your business and the number of users.

What’s more, if you choose to engage a cloud-based service management provider, the investment has already been made on your behalf, so you won’t have to fork out on expensive hardware and software before you get up-and-running.

As an operating expenditure, this delivers a more stable cashflow – with services provided on a pay-as-you-go pricing model. So you never get any nasty surprises.

And a reduction in cost doesn’t have to mean a downgrade in IT. In fact, one of the most compelling benefits of the cloud is that it provides enterprise-level IT at an affordable price. And, as well as not having to fork out for an initial up-front investment, you also don’t have to worry about the ongoing costs of looking after your own service management system. Your cloud provider will manage everything for you.

4. The cloud will help you to stay competitive

Cloud providers automatically and continuously improve their solution at no extra cost to you; helping you to remain current, agile, and competitive.

What’s more, today’s customers expect unprecedented levels of service excellence; and that can be hard with traditional tech. However, the cloud is an enabler that has put the customer at the very heart of their interactions with your service-led business.

For example:

  • Cloud-based technology permits proactive customer service by taking over basic, automated tasks
  • The cloud offers real-time client dashboards and portals to provide access to all the latest service and performance reports
  • The cloud frees your customer-service employees to deal with more complex issues and provide more proactive support
  • With the cloud, it is possible to glean a deeper insight into each customer’s needs, and tailor your service and support accordingly
  • With the cloud, it is easy to deploy frequent upgrades that enhance the customer experience. And to integrate improvements based on feedback from your customers
  • With the cloud, jobs are responded to more swiftly, problems identified sooner, and communication between customers, support staff, and engineers enhanced.

For more information on how our software can help your business overcome its challenges, contact us today for an informal chat.