global IT dispatch technician in front of monitors

Sep 20, 2017 9:30:00 AM | Field Services 5 Things to Look for in a Global Dispatch Provider

A global dispatch provider will already have a deep, experienced pool of IT talent in place when you need it. Here's what to look for in a dispatch partner.

The planet is shrinking. Not literally, of course. However, no matter what industry you’re in, you’ve likely seen your global access and reach expand greatly in recent years. You can now easily tap into labor and other resources on the other side of the world. You can distribute your products in countries that were once impossible to reach.

Technology has been the major force behind globalization. Of course, rapid advancement is a double-edged sword. While technology may fuel your expansion into global markets, it also creates some challenging dilemmas.

Technology issues happen. You may have software that doesn’t work when you need it, or you may need a new platform installed in an international office. If you handle your IT support internally, you may face the difficult task of hiring and deploying local support staff to resolve your tech issue.

The alternative is to partner with a global dispatch provider. A global provider will already have a deep, experienced pool of IT talent in place. When you have an IT issue or challenge, you simply contact your dispatch partner. They procure a local technician from their pool of talent and deploy him or her to your location. You get the support you need without investing in a robust IT deployment system.

There is a broad range of global dispatch providers available. If you’ve never partnered with a dispatch provider before, you may be overwhelmed. It’s a big decision. Ideally, you want a long-term partner, so it’s important to get the choice right the first time. How do you know if a provider is right for your needs and goals? Below are a few things to look for in a global dispatch partner:

1. Responsiveness

Your business moves too fast to be slowed by tech issues. One of the main benefits of partnering with a global dispatch provider is that they can quickly deploy support from their pool of talent. Of course, that quickness depends on their efficiency and their internal processes.

Many dispatch providers will provide you with a window or even a guarantee in terms of deployment time. Some will also give you a trial, so you can test their responsiveness. For example, here at Kinettix, we offer two free deployment hours to prospective new clients. Take advantage of such trials so you can see who is most responsive to your questions and needs.

2. Follow-the-sun footprint

Kinettix Global Connections Many providers say they have a “global footprint.” That term is ambiguous, though. Theoretically, any company with a couple of international teams could be considered a “global provider.” You want a provider who has talent available in every market where you operate, and who will have local talent in markets where you may expand.

Instead of a global footprint, look for a provider with a “follow-the-sun footprint.” That means that they have talent ready and available around the world during the workday. If the sun is up in that market, they can provide support.

3. Strategy and planning services

Global dispatch support isn’t just about resolving tech issues. Yes, support could be an important service for you. However, with the right partner, you can leverage your global dispatch provider as a strategic ally as you grow and expand.

Your dispatch partner could perform an onsite analysis to improve connectivity in an international office. They could help you choose and implement new hardware to improve performance. They could help you deploy new software that drives efficiency and cut costs.

Look for a partner who does more than simply react to your needs and requests. Instead, look for a company that can be proactive and who can help you strategize ways to better leverage your tech platform.

4. Experience in your industry

Your global dispatch provider should have tech expertise, but ideally, they should also have experience in your specific industry. That’s especially true if you rely on industry-specific hardware or software.

For example, your team may use sales software or a design tool that is unique to your industry. Or your international offices may depend on special types of hardware that aren’t common outside your field. Look for a global provider with an experience in your niche. That will reduce their learning curve, so you can see immediate ROI from the partnership.

5. Flexibility and strong communications

Nothing is permanent, especially when it comes to technology. The tech that is state-of-the-art today could be obsolete within a few years. To stay ahead of the competition, you have to be at the forefront of new tech solutions.

That means your global dispatch provider should have the resources and talent pool to grow and evolve with you. Look for a provider who is always looking to expand their pool of talent and their knowledge base, and communicate those expansions with you. Look for a company that is enthusiastic about better understanding the challenges and tech developments in your industry, and about keeping you apprised of those changes, so they can grow with you.

A global dispatch provider can be a valuable partner for your business. However, don’t choose just any provider. It’s important that you have a provider whose resources and capabilities align with your needs and goals. Do your due diligence to select the right provider for you.


Chad Mattix

Written By: Chad Mattix

A global IT executive experienced in establishing strategic partnerships for large U.S.-based organizations, Chad Mattix specializes in managed services, contract pricing and negotiation, and the startup and growth of technology services companies. Chad has spent the last 15 years helping large U.S. retailers and U.S.-based IT service providers expand their capabilities across the globe to follow their clients’ expansions. He has developed and completed full entity formations in Brazil and China and has worked with sales pursuit teams in messaging and client-facing presentations. He has also established global alliance and partnership models for multiple global IT organizations. Chad travels around the world to develop and maintain long-term relationships with employees, clients, vendors and partners, which are critical for success.