PROCUREMENT 101

In-House vs Outsourced Platform Support: Consider These Factors in Your Decision

Introduction

Many organizations will eventually face an important decision in their Source-to-Pay (S2P) journey: Should we rely on an in-house IT team, or is it better to outsource platform administration and support?  

The choice can be difficult, especially given the unique complexities of S2P systems. While in-house IT and generic outsourced support models are common, neither option can guarantee the specialized expertise needed to optimize the sustainment of your platform over time. 

Optis takes a different approach, offering dedicated sustainment services designed to ensure that your source-to-pay platform not only functions well but continuously delivers value. Keep reading to explore the factors you should consider when choosing between in-house IT, generic outsourcing, and the strategic support offered by Optis. 

Specialized expertise for a tailored experience

In-House IT Teams: While internal IT teams are adept at managing the broader tech stack, they often lack deep expertise in S2P best practices and the latest platform enhancements. Staying up to date with S2P software evolution is essential for effective troubleshooting and optimization. Without this specialized knowledge, issue resolution may take longer, and opportunities for system improvements could be missed. 

Generic Outsourced IT Support: Outsourced IT providers typically offer one-size-fits-all services. Although they may handle general platform maintenance, their lack of S2P-specific expertise means critical procurement workflows and integrations may be overlooked. 

Optis Sustainment Services

Unlike generic IT support, Optis offers tailored platform sustainment packages to address the complexities of leading source-to-pay systems including Coupa, Ivalua, and SAP Ariba. Our sustainment team combines technical expertise with procurement process knowledge to apply faster resolutions, strategic system enhancements, and ongoing training to your unique procurement environment. 

Why Proactive Support Matters

In-House IT Teams: Internal teams often operate in a reactive mode, often addressing issues only as they arise. This approach can lead to unplanned downtime, inefficiencies, and a lack of continuous improvement in your S2P platform.  

Generic Outsourced IT Support: Traditional IT providers may also focus primarily on reactive support, which addresses symptoms rather than root causes. This leaves your S2P system under-optimized and vulnerable to recurring issues. 

Optis Sustainment Services

At Optis, we take a proactive approach to platform support. Through regular system health checks, performance benchmarking, and roadmap planning, we ensure your S2P platform evolves alongside your business needs, preventing issues before they arise.

HIDDEN COSTS VS TRUE ROI

In-House IT Teams: While relying on existing staff can seemingly be a cost-effective decision, the hidden costs of inefficiency and extended downtime can quickly erode ROI. Additionally, upskilling IT staff to handle S2P nuances can divert valuable resources from other initiatives. 

Generic Outsourced IT Support: Outsourced IT options may present two paths, one of lower upfront costs and offshore resources, or another of hefty hourly rates for resources with only generic experience. Without deep S2P knowledge, these providers may fail to unlock the full potential of your investment. 

Optis Sustainment Services

By partnering with Optis, you gain access to onshore S2P specialists who deliver both cost-effective support and measurable ROI, with flexible engagement models. Don’t have a need for a full-time resource and prefer access to on demand support? Our services help clients reduce operational inefficiencies, improve compliance, and uncover savings opportunities — ensuring your S2P platform works smarter, not harder. 

SCALE WITHOUT THE GROWING PAINS

In-House IT Teams: As your business scales, your in-house IT team may struggle to keep up with increasing platform demands, leading to bottlenecks and delays in implementing system updates. Employee turnover can also contribute to knowledge gaps, making it even more challenging to maintain system continuity and efficiency. 

Generic Outsourced IT Support: While some IT providers may offer scalability, they often lack the flexibility to adapt to your organization’s unique procurement processes and goals. 

Optis Sustainment Services

Optis support models are designed to grow and adapt alongside your business. For teams struggling with personnel turnover or maintaining a competitive edge amidst the fast-paced evolution of S2P technology, Optis’ stability and expertise provide the continuity that enables businesses to succeed in the long-term. 

CONCLUSION

The decision between in-house IT, generic outsourced support, and Optis’s sustainment services boils down to what your organization values most — generic technical fixes or tailored, strategic solutions. 

With Perform by Optis, businesses utilize our proactive and specialized sustainment services to unlock the full potential of their S2P platforms. Whether you’re looking to enhance operational efficiency, reduce costs, or align your procurement technology with business goals, our team has the expertise and dedication to help you succeed. 

Need help deciding on the right support model for your S2P platform? Reach out to our team today! 

Author

Carla Eboni, Partner

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