How Does an On-Demand IT Field Services Partner Help the Retail Sector? 

The importance of On-Demand IT Field Services cannot be overstated when it comes to managing the ever-changing technology requirements of modern retail operations. These services offer retailers scalable and tailored IT assistance specifically designed to address the challenges faced by the retail industry. This includes not only break/fix to keep systems up and running, but it goes beyond that with solutions including implementing cutting-edge technologies to enhance customer experiences, system upgrades to ensure real-time inventory management, new cabling installation and repairs, site surveys, installation and configuration of wireless access points, audio/video/signage installations, the installation of new hardware for bolstering cybersecurity measures, and integral connectivity of omnichannel systems. Here are some real-life, tactical examples of how an On-Demand IT Field Services Team of technicians supports retailers: 

• Increased Security and Modernization  
• 5G/6G Networking – enhancing security, store operations, and customer experience 
• IP Cameras – replacing Analog CCTV and AI (ARTIFICIAL INTELLIGENCE) advancements where there is a shortage of skilled professionals and an increased focus on Loss Prevention 
• Centralized Networking Management with SD-WAN to reduce the amount of equipment and increase security 
• Installation of access control and timekeeping systems

Upgrades that include, but are not limited to:

• Installing or replacing dated cabling with fiber cabling 
• Supporting POS upgrades 
• On-site support for data center upgrades 
• Cable drops, networking, and system upgrades to support warehouse upgrades 
• Installation and maintenance of self-checkout kiosks 
• POE (Power over Ethernet) cabling 
• Retail Remodels 
• CAT6/CAT7/Fiber drops and networking 
• Installation and connectivity of Kiosks/Digital signage  

A Need for Operational Efficiency and Cost-effectiveness 

The modern age has witnessed a shift to IP cameras integrated with sophisticated AI, replacing the traditional analog CCTV system. It addresses the problem of a need for more competent security personnel, focusing more on advanced anti-theft methods. The transformation of fiber cabling to 5G/6G networks has completely transformed store operations and customer communication, providing additional safety assurance benefits. 

The flexibility of an On-Demand IT Field Services partner enables the retailer to tackle IT-related issues, adapt to evolving customer and store operation changes, and introduce technologies without adding the overhead costs of hiring and managing full-time on-site IT technicians. These partners can complete tasks like updates to technology, rollouts of new software, installing, fixing, or updating endpoint connections, and many more while also offering the benefit of managing multiple locations simultaneously, saving time, and increasing the velocity of the change – ensuring continuity while driving both operational and cost efficiencies. 

Supporting Omnichannel Strategies 

The growing demand for On-Demand IT Field Services is influenced by changes in consumer behavior. Customers expect a shopping experience across channels such as online platforms, physical stores, and mobile apps. To meet these expectations effectively, retailers require integrated systems that deliver a memorable experience. An On-Demand IT Field Services partner can increase uptime, install upgrades as needed, and ensure new system connectivity is accurate, consistently operational, up-to-date, and performing optimally within a fast-paced environment. 

Ensuring Data Security 

Data security has become an increasingly significant concern with the rise of digital transactions in the retail sector. Retailers have a responsibility to protect customer data from potential breaches and cyber-attacks. To ensure the security of this data, it is crucial to have security measures in place, regular security upgrades, and maintain vigilance. 

An On-Demand IT Field Services team is typically your feet-on-the-ground team that helps the centralized team manage these requirements. They are the skilled technicians who enable centralized network management by installing SD-WAN technology to minimize operational efforts on network management and hardware requirements while reinforcing data security as a key factor in retail operations. 

Retail Infrastructure Transformation 

The introduction of self-checkout systems and integration with digital wallets, credit cards, and smart chips represent a leap in point-of-sale (POS) technology. This evolution is part of a broader move towards automating the consumer’s digital experience, including deploying kiosks and digital signage. Additionally, inventory management has become increasingly complex for retailers as they need to keep track of stock across sales channels. Real-time inventory tracking, automated reordering, and insightful data analytics are essential for avoiding overstocking or shortages.  

An On-Demand IT Field Services team offers the expertise and workforce it takes to implement and deploy these upgraded technology systems efficiently and effectively at multiple locations while being managed and tracked by one team. The benefit retailers are seeing comes in both tangible and intangible savings. The travel time, along with not having to send their team on-site, is a tremendous savings, but quite possibly, the more significant savings are in time and velocity.  

New technology installations, updates, and upgrade rollouts can be sped up dramatically without pulling internal teams away from the core business demands. Projects like POS (Point of Sales) upgrades, fiber cabling upgrades, warehouse modernization involving things like power over Ethernet (POE) cabling, and total data center upgrades are no longer an added stress to the internal teams’ time and workload but can be managed independently by an On-Demand provider where they manage multiple sites simultaneously.

Buchanan Technologies: Leading the Way in On-Demand IT Field Services for Retail 

Buchanan Technologies offers a range of On-Demand IT solutions that are carefully customized to give retail businesses an edge while enhancing the overall customer experience. 

On-Demand Dispatch 

Our IT solutions help retail businesses speed up technology rollout so that retailers can confidently meet customer demand and enhance with up-to-date systems. Our on-demand, remote monitoring services and 24/7 call center support promise to decrease overhead and hiring costs. They also reduce the downtime for high availability of services. 

On-Site Projects 

Having multiple locations to support and finding the talent and technical know-how to support them is many times the largest hurdle to jump for retailers. Buchanan is uniquely equipped with a field services team that can touch any zip/postal code in the U.S. and Canada and help you deliver on-site projects on time and within budget. 

Buchanan provides an end-to-end implementation for large project rollouts for your technology without stalling your business. 

Cabling and Wireless 

Full management of projects, including: 

• Wired and wireless network installations 
• Network connectivity break/fix 
• Office turn-ups/downs 

We schedule and dispatch our field service solution to your multiple locations simultaneously and report back to you with project status updates.  

Depot Services – Asset Management 

Asset storage in a secured, climate-controlled storage facility. Buchanan’s team provides stock level alerts so you know when and if supply is low, and we take the burden of controlling assets and inventory management for your organization by simplifying your process of storage, imaging, testing, and provisioning systems before they are shipped to your end-user.  

Recurring On-Site Services 

For businesses that need technical assistance but aren’t prepared for a full-time hire, our recurring on-site service (ROSS) for IT support provides the same technician on-site at your location every week for the specified number of days you require.  

This offering helps auto dealerships and large retailers have one technician to support a specific market area for 1-4 days per week, and the technician becomes familiar with your environment, comes in as you require, handles ongoing work as a supplement to your staff, and saves you the overhead of a full-time employee. 

We can even rotate various locations in a single market for each day (distance limitations apply). 

Get Started with Buchanan’s On-Demand IT Field Services 

Buchanan is committed to enhancing efficiency, customer service, and growth in the retail industry by providing tailored, innovative solutions for specific retail issues. We are dedicated to fostering an environment where technological innovation, security, and efficiency are harmonized, propelling the retail sector into a more resilient, adaptive, and customer-centric future. Contact us today to see how we can solve your retail challenges.

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The top industries in Toronto generated cumulatively well over $1 trillion in revenue so far in 2022 . In other words, these are big players on the global markets. Home to shopping centres, the University of Toronto, only a couple hours drive from the United States, and sat on one of the largest lakes in the world with Lake Ontario, Toronto is a very impressive city home to many impressive industries.

Let’s take a deeper dive into the Toronto top industries and learn more about them.

The Biggest Industries in Toronto

This list is by no means exhaustive but will cover many of the top industries that call Hogtown their home.

Financial Services Sector

As you’d imagine, being the financial hub of the country naturally places many of the largest banks in Toronto, alongside the Toronto Stock Exchange (the TSX – the largest exchange in all of Canada). Many even consider Toronto’s banking industry to be among the safest in the world due to the sound regulatory laws in place and the overall respect for Canadian good governance (all the politeness pays off!). All of the Big Five banks of Canada chose the Toronto area to house their headquarters:

• Royal Bank of Canada (RBC)
• Toronto-Dominion Bank (TD)
• Bank of Nova Scotia (Scotiabank)
• Bank of Montreal (BMO)
• Canadian Imperial Bank of Commerce (CIBC)

This makes Toronto the largest financial centre in Canada by a wide margin. While this is certainly impressive, not all notoriety is always positive. The banking sector, especially as it consolidates and the major players gather more and more assets under their management, has become a target for cybercriminals. The average data breach, for instance, costs a financial institution on average about $6 million USD. And that’s a single breach . That means that it is critical now more than ever that financial institutions have the proper IT services in place to protect their data and network.

Real Estate

Toronto is consistently ranked as one of the most expensive cities to live in – and a lot of that cost goes to rent. And if rent is high, that means (more often than not) high demand, and high demand means a booming real estate industry. Real estate is big business in Toronto, in other words. Renting, selling, and buying – space is always being sold in the city.

But, much like with the banking sector, real estate involves large sums of money changing hands. A breach into a realtor’s network, for instance, could grant unwanted access to some of this money, which highlights again the need for rigorous cybersecurity defences.

Wholesale Trade

Much of the wholesale trade industry of Canada runs through Toronto. In fact, the city is home to 60% of all large wholesale companies in Canada. This involves the sale of goods to retailers, mostly, professional users, and other wholesalers or intermediaries. This makes it a major hub among Canadian cities for trade (and North America more broadly).

There’s a lot that goes into the wholesale trading industry: logistics, commerce, marketing, manufacturing, engineering, etc. All these components of the industry need to work in tandem in order to facilitate the highest possible efficiency and profitability. But managing all these systems can be difficult, especially on the tech side. A professional managed IT service provider will be able to offload your tech management burden, introducing automation techniques, efficiencies, and eliminating redundancies to create a learner, faster, and more reliable business process.

Insurance Industry

Insurance companies – and more specifically life insurance and annuities – comprise a large part of the Toronto economy. With billions in revenue each year, these major companies provide financial security and reassurance to people across Toronto and Canada.

But with such valuable data being handled, these companies absolutely must have ironclad cybersecurity. Otherwise, precious medical data/information could be exposed to illegitimate third parties. The consequence of course being massive reputational damage and potentially major repercussions to insurance purchasers.

Premier IT Support for All Industries in Toronto With Buchanan

If you want to get the most out of your technology and protect your networks and data from outside threats, then you need a proven, reliable, and expert IT service provider on your side. In other words, you need Buchanan IT.

With more than 750 IT experts on staff and over 30 years of experience in the industry,  our clients experience almost immediate value with us that carries on for the length of our partnership, with many staying with us for 20 years or more.

Our team has multiple IT certifications and capabilities to assist across the IT landscape and we are among the few leading managed service providers who offer flexible, customizable contracts and a 100% satisfaction guarantee.

To discover how to manage your technology the Buchanan way, reach out to us today for more information.

Featured Photo courtesy of Unsplash: https://unsplash.com/photos/qlKaN7eqay8

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In this article, we’ll delve into healthcare outsourcing to explain what it is and how it works.

We’ll also list some key outsourcing healthcare services pros and cons to be aware of when deciding if it’s right for you.

What is Outsourcing in Healthcare?

Outsourcing in healthcare is the process of contracting with a third-party provider to perform certain functions or services. 

This can range from non-clinical tasks such as human resource management, technical IT support and services, patient appointment setting, compliance monitoring or billing and coding, to more clinical services like home health care or physical therapy.

Who Uses Outsourced Healthcare Services, and Why?

There are many reasons why healthcare providers choose to outsource certain functions.

In some cases, it may be because the provider does not have the internal resources or skill sets to perform the task in-house. For example, a small hospital might not have the staff or budget to handle all of their employee and patient communication needs internally.

In other cases, it may be because the provider feels that they can receive more qualified talent or a higher quality of service by outsourcing to a specialist.

Outsourcing Healthcare Services Pros and Cons

Like any big business decision, choosing whether or not to outsource your healthcare facility’s production operations should only be done after due diligence.

Consider this breakdown of pros and cons to better understand if healthcare outsourcing is right for you.

The Pros of Outsourced Healthcare Services

There are many advantages to be reaped by outsourcing medical services for your hospital or clinic which include:

1. Cost-Savings

One of the primary advantages of outsourcing healthcare functions is that it offers a more cost-effective solution than maintaining an in-house department.

When you outsource, it shifts many expenses from CapEx to OpEx and provides the scalability and flexibility to only pay for the services you need, when you need them. This can free up a significant amount of capital and overhead expenses that would otherwise be devoted to staff salaries, benefits, and training.

2. Wider Talent Pool

Finding good talent can be hard enough in general, let alone in healthcare where the competition is even more fierce.

By outsourcing healthcare service functions for your facility, you tap into a wider pool of talent than might be available to you otherwise, especially if you are located in a remote or tertiary market where talent pools are thin. Outsourcing some of your healthcare services gives you a better chance of finding the right person for the job, and also helps to ensure that you have the necessary skills on staff when you need them.

3. Enhanced Efficiency and Productivity

A successful outsourcing plan can also improve the efficiency and productivity of your healthcare facility. When you outsource non-core functions, such as incoming calls to a call center or human services team, you free up your staff to focus on more important tasks.

What’s more, by delegating things like medical billing, transcription, and even IT support to outsourcing partners, you can take advantage of their expertise and experience.

4. Improved Quality of Care

When you outsource to a company that specializes in a certain area of healthcare, you can be sure that they’re well-equipped to handle any needs that may arise. This improved level of patient care can lead to increased satisfaction and, as a result, more business for your facility.

5. A Competitive Edge

Hospitals in the United States are businesses too, and at the end of the day, they need to be able to afloat.

One way to keep the lights on and focus on patient care is to outsource services that are not essential to your facility’s core mission. This allows you to focus your energies on providing the best possible care to your patients.

The Cons of Healthcare Outsourcing

Despite the many benefits, there are also some drawbacks to outsourcing your healthcare services which include:

1. Risk or Difficulty of Monitoring Quality

When you outsource your health care services, you are relying on another company to provide a service that is crucial to your patients.

This can be difficult to manage, as you are not in control of the quality of care that your patients receive. It is important to partner with a reputable outsourcing company that has a good track record of providing quality care.

2. Loss of Control

When you outsource a function, you’re essentially handing over the reins to someone else.

This can be a difficult pill to swallow for some healthcare organizations and facility managers who are used to having complete control over their operations. It is important you pick a partner that has SLAs in place to meet your expectations for the customer experience (CX), and can act as an extension of your team.

3. Initial Upfront Work

Outsourcing health care services can sometimes result in more upfront work for your team.

When you outsource, you are working with a larger company that may have different protocols and procedures in place and those must be married to your systems and procedures to provide a seamless experience to your patients and employees. To ensure your patients and employees receive the same level of user experience that you require, you’ll want to pick a partner that integrates with your systems and creates knowledge bases and protocols that match your values.

4. Not Always Less Expensive

One of the main reasons that facilities opt for health care outsourcing is to save money.

Although many times you can save money, it is not always the case. In some instances, outsourcing can actually end up costing you more money than if you were to perform the function in-house, but the shifting of overhead and human capital to more technologically advanced processes over time can save you on the  bottom line.

It is important to carefully consider your unique circumstances and potential partners before making a decision on what areas to outsource..

Choose the Right Healthcare Outsourcing for Your Facility

In search of a simple, straightforward and turnkey solution to your hospital’s operational needs?  Look no further than Buchanan.

As a market leader in medical BPO, we provide a comprehensive suite of services that can be customized to meet your specific needs. From managing patient data and responding to data breaches to providing long term non-clinical support, we offer many benefits of medical outsourcing services with none of the downsides.

Contact us today to learn more about how we can support your health care outsourcing.

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Above all else, the focus for healthcare operators is always on achieving positive patient outcomes and sustaining a high standard of care. But with so many different non-care and non-clinical support services to manage, how do administrators maintain quality across the board while practicing cost-efficient business practices?

Many hospitals and health care facilities often turn to outsourcing hospital services that are non-care/clinical support related.

In fact, healthcare outsourcing services have helped hospitals save 30-60% on costs, in addition to enhancing the level of care provided to their patients.

What are the Benefits of Hospital Outsourcing Services?

When properly (and diligently) researched and implemented, the benefits of outsourcing hospital services can be incredible.

Many institutions who have successfully outsourced their non-clinical services have gleaned the following benefits:

• Greatly improved patient care and staff satisfaction
• Considerable cost savings
• Enhanced operational efficiency
• Process optimizations

However, the degree to which a hospital enjoys these benefits is heavily dependent on:

• If the business administrators have set clear goals and expectations
• How effectively transitions are planned
• The level of effort and strategy for the implementation
• And how well the systems outsourcing is managed

Developing the Strategy for Outsourcing of Hospital Services

Before making any outsourcing decision, health care systems and hospitals need to define a few things first:

1. Can your goals be met with a multi-vendor model, or is only a single, integrated service provider feasible?

a. Usually hospitals prefer the latter due to their size and patient volume

2. Have you identified the specific services you require?

a. Retail food, building maintenance, information technology, patient transport, security, materials management, etc.

3. For each support service you’re considering for outsourcing, have you identified both the direct and indirect scopes and costs?

a. Including elements like anticipated benefits, financial and non-financial risks, transition issues, space use, competencies, etc.

Once you have answered all of these questions and determined your facility’s exact needs, you are then in a position to seek out your ideal vendor or vendors.

What are the Challenges of Implementing Hospital Outsourcing Services?

Without putting too fine a point on it, the challenges of implementing hospital outsourcing services should be considered carefully.

In general, the main challenge you’ll face (whether implementing outsourced clinically relevant services or other important services) is in the change management initiative.

Try as you might to retain much of your existing employee and management structure, you may find that blending existing staff with your outsourced contract management group(s) creates reporting redundancies that hampers the overall transition.

But, it’s possible to overcome this by:

1. Forming a Senior Leadership Committee to plan and oversee the transition
2. Develop sound principles and strategies to support the implementation of new technologies and processes
3. Ensure your outsourced vendor’s manager provides the necessary reports to your finance chief and that both parties work to form a relationship based on trust, honesty and transparency
4. Consider employee morale and buy-in by transferring your existing management team to operate as contractors under your outsourced vendor for similar pay and benefits
5. Measure performance and value to stakeholders by jointly developing service level agreements (SLAs)
6. Create detailed scorecards delineating productivity and efficiency indicators to be used as a communication tool.

How Does Outsourcing Hospital Services Create Better Patient Care?

While the link between outsourcing non-clinical hospital services and increased patient care may not be immediately apparent, the evidence in favor of this argument is indisputable.

Patient care and satisfaction can be positively affected by the outsourcing of hospital services in two main ways:

1. Distributing Resources Away from Areas with Lower Degrees of Expertise

Hospitals tend to form competencies in particular areas based on the unique factors comprising its situation. These could be elements like available talent pool, needs of the community, and geographical location.

Yet that often means other areas of the hospital’s purview receive less attention. By choosing these less-specialized areas to outsource to vendors, the hospital can focus on areas it needs to improve, all of which usually relate to patient care (after all that’s what a hospital is for!), emergency departments or emergency medicine (as examples).

One example of a less-specialized area a hospital may choose to outsource are environmental services, which often come with profit-maximizing advantages as a result of these services being provided by a dedicated, professional provider.

2. Distributing Resources Toward Areas with Higher Degrees of Expertise

Whenever a hospital can give its own internal staff more freedom to focus on their core talents and skills, the more patient care and satisfaction improves.

Without outsourcing hospital services, it may be that some emergency care workers are spending more time than is necessary ensuring the proper organization of medical supplies. Perhaps they’re spending time troubleshooting computer and software issues, or maybe ensuring that emergency rooms are effectively sterilized when they could be more attentively seeing to a patient’s comfort.

This is quite often the case in rural hospitals where access to various talent pools might be restricted. In Academic Medical Centers (AMC) however, this is never an issue since they are very well funded.

When funding, or even location challenges cause issues with talent acquisition or areas of focus, outsourcing hospital services for the non-clinical areas creates efficiencies that allow more focus on the key areas of patient care.

Choosing an Experienced IT Partner to Assist with the Outsourcing of Hospital Services

At Buchanan Technologies, we’re highly experienced and familiar with providing exceptional managed IT support to hospitals and healthcare facilities alike.

Not only are we capable of helping your hospital:

• Increase efficiencies through our patient support services for appointments and routine visits
• Create back-up and disaster recovery plans
• Maintain compliance through automated processes
• Increase efficiencies and lower costs through utilizing the cloud
• Developing scalable IT solutions that are customized to your needs
• And more

But we also seek to form a relationship with you based on trust, transparency and mutual understanding. Plus, we aim to form effective working relationships with your other outsourced vendors as well, with the ultimate goal of helping you deliver the best possible care to your patients.

If you’re interested in exploring Buchanan’s patient support services or other solutions as an outsourced managed IT provider for your hospital, contact us today to schedule a consultation and determine what your specific needs might look like.

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For example, patients today expect technology-driven healthcare solutions, such as the ability to book and manage appointments online, receive care virtually through telehealth, easily access their medical record, and more. 

Providing customer experiences of this magnitude can be difficult for healthcare organizations that do not have modernized technology infrastructure, streamlined processes, and ample resources dedicated to customer service.

For organizations seeking to enhance the customer experience and improve patient outcomes, a BPO healthcare solution may be the answer. 

First of all, what does BPO stand for? The BPO acronym represents business process outsourcing and is defined by Gartner as the delegation of one or more IT-intensive business processes to an external provider that owns and manages the selected processes based on defined and measurable performance metrics.

A business process outsourcing healthcare solution can be extremely beneficial for a medical institution or healthcare manufacturer. 

This article will explore what you need to know about BPO healthcare, including the different types of BPO services and the benefits of a BPO solution. 

Types of BPO Healthcare Services  

The last thing a medical facility or healthcare company should have to worry about is routine business and administrative tasks, as this can deter the focus away from mission-critical functions. 

Fortunately, a healthcare business process support solution can alleviate this issue through a variety of services. Let’s take a closer look at some of the ways BPO companies can help.

Call Center

Similar to how positive customer experiences can boost a business’s bottom line, a good patient experience can also improve your reputation and profitability. 

With the desire for immediacy growing, particularly among millennials and Gen Z, it is more important than ever to offer quick and efficient support. In fact, 68% of healthcare consumers expect organizations to engage with them in real-time. 

By outsourcing a portion of your patient care, like your facility’s call center, you can significantly improve response and resolution times.

What’s more, a specialized service provider can offer support across multiple areas of your practice, including appointment booking and management, FAQs, payment assistance, and more. 

Finance and Accounting 

It’s no secret that revenue is a driving force behind any successful healthcare organization, and it is largely influenced by health insurance payouts and patient payments. 

Automating the administrative side of this service, particularly around medical coding and billing services, allows you to become more efficient and accurate. Healthcare BPO companies with experience in revenue cycle management can help you reduce billing errors which translates to higher revenue for your organization. 

Data Management

Data entry is something many providers must manage on top of patient care services. This can include notes from patient visits, health history, treatment plans, lab results, and referrals. 

A BPO healthcare partner can help you digitize and automate your data management processes so you can avoid data entry errors and allow staff to focus solely on patient care and clinical functions. 

Benefits of BPO Healthcare Services 

Now that we’ve discussed how a BPO solution can support healthcare organizations, let’s examine some of the major benefits. 

Reduce Overhead 

With shrinking budgets and increasing revenue targets, healthcare organizations are constantly working to identify areas of opportunity for cost savings. 

Access to low-cost resources and infrastructure through outsourcing can provide huge savings for healthcare institutions, hospitals, and clinics and help increase their profit margins through revenue cycles.

Increased Focus on Patient Care 

As a medical institution tasked with providing excellent patient support, non-core and time-consuming tasks are the last things you want your staff to worry about. 

Partnering with a BPO company to handle redundant tasks and manage the administrative side of your business will allow your team to offer your patients the quality care they deserve. 

Maintain Compliance 

Healthcare facilities house copious amounts of sensitive data, including financial information and medical records. Because of this, the healthcare industry is one of the most highly regulated sectors and compliance can be difficult to keep up with. 

Non-compliant entities may be liable for civil penalties ranging from $100 to  over $50,000 per violation. (Up Guard) 

Working with a BPO company that understands healthcare compliance regulations and offers services to secure your data will go a long way in ensuring you remain compliant. 

Choosing the Best Healthcare BPO Partner 

A healthcare business process outsourcing solution can provide much-needed assistance to healthcare providers wanting to overcome challenges and remain adaptable in today’s evolving healthcare landscape.

There are a number of healthcare BPO companies to choose from, so when selecting a provider, you should have a good understanding of which BPO services you need to improve your organization’s efficiency. 

If you’re searching for a partner to provide BPO services for your healthcare facility, Buchanan can help. Our healthcare BPO experience coupled with our portfolio of managed services can equip your organization with the expertise and resources needed to elevate your patient experience. 

Get in touch with us today to learn how we can support your organization with our healthcare business process outsourcing.

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