In-house SaaS ERP support vs outsourcing: how to choose

ERP software issues are potentially huge disruptors. Businesses need to ensure they are making the right choice when deciding whether to keep their ERP SaaS support in-house or outsource their support.

Maintaining an organization’s various systems goes beyond ensuring that all IT systems are up and running, and companies must carefully determine which group will take on these tasks. Pursuing an IT outsourcing strategy could benefit organizations that wish to use external expertise for their day-to-day support needs and eliminate the need for in-house staff to work on these business applications. However, some companies may decide to keep their support internal so as not to depend on a third party who lacks knowledge of their organization.

It’s important to keep several considerations in mind when deciding whether to keep SaaS ERP support in-house or outsource it. Here are some of those factors.


A company implementing cost-cutting measures may consider outsourcing ERP support to avoid spending money on potentially costly resources for its SaaS ERP system. However, in some cases, a growing company’s ERP platform may require ongoing training and basic support.

For these organizations, hiring in-house application support staff to handle basic training and triage incoming tickets may be the most cost-effective option.

Knowledge of support staff

Another important factor to consider is the knowledge or lack of knowledge of the business by the support staff. When a company employee calls a third-party provider for assistance, the third-party provider’s employee may not be familiar with the company’s specific processes and use cases.

In contrast, members of the internal support team bring organizational knowledge when troubleshooting SaaS ERP issues. Using an in-house support team can save time in a crisis because a company employee doesn’t have to hand over crucial organizational information to a third-party support provider.

Risk mitigation

Businesses may decide to employ only one or two staff members for SaaS ERP support to keep costs low. However, this puts organizations with extensive customization and complex systems at risk, as the departure of an employee would have a huge impact on support. Additionally, employee availability for round-the-clock calls is more difficult to maintain if only one or two people are working on ERP support.

If a company outsources ERP SaaS support to a third party, the third party is responsible for retaining as many employees as necessary to meet customer requirements, including being available whenever a customer needs help. assistance.

Deepen the administration and management of the ERP

Margie D. Carlisle