In-House vs. Outsourcing, Why We Made Our Choice

Helcim Vlog 2018

Vlog #2

In this week’s vlog, I talk about why we decided to have an in-house team instead of outsourcing services. While this decision was applied to all of our operations, I believe it’s with our customer service and our software development teams where the benefits are most felt.

*I apologize for the quiet audio, we were filming on the operation’s side of Helcim’s offices (where our sales gurus and customer service teams work) and I didn’t want to disturb anyone who was on the phone. However, I do want these vlogs to be easier to hear and understand, so I’ve learned my lesson for next week and we’ll film where I can speak louder. Also, its WHMCS, not WHCMS – oops.

From a tech-support perspective, having an in-house team allows us to provide better customer service and stay engaged with our merchants. Local people talking to customers all day while being at the heart of our business activities is hard to beat, versus tech-support agents in a distant call center.

For software development, we decided a while back that we were transforming Helcim into financial technology company (aka financial services + software). It’s hard to be a tech company without in-house developers. We wanted to make sure that we could respond quickly to bugs, and code new features with little friction. Agile software development was key for us and we needed a development team on staff to achieve this.

In the end, every company and industry is unique, and the right choice between in-house vs. outsourcing isn’t always clear. To me, it was all worth it despite the higher cost. Having everyone under one roof helped create something special.

-Nic

AUTHOR
TABLE OF CONTENTS
JUMP TO
CATEGORIES
SHARE ARTICLE
Share on facebook
Share on twitter
Share on linkedin
Share on email
SHARE ARTICLE
Share on facebook
Share on twitter
Share on linkedin
Share on email
CATEGORIES
RELATED ARTICLES
Supporting Women in Business and Tech

Supporting Women in Business and Tech

Every year March 8th marks the annual celebration of International Women’s Day, a global day celebrating the social, economic, cultural and political achievements of women.

Contact Us​.

We’re Always Happy to Help!

Our in-house team of Merchant Experience Specialists are here to share their knowledge, answer your questions and point you in the right direction. No commissions, no pressure.

New to accepting card payments? Many of our merchants are first time business owners who are unfamiliar with the industry. We take the time to help you understand how it all works as well as how to avoid common pitfalls.

Get In Touch

Toll-Free: +1 (877) 643-5246

 

Calgary Head-Office:

Suite 400 – 440 2 Ave SW

Calgary, Alberta T2P 5E9

Seattle Office:

Suite 4200 – 701 5th Avenue

Seattle, Washington 98104