This Insider Insights post was written by 33Floors’ Partner Donald Luna and originally appeared on his LinkedIn profile.
In today’s ever-changing business landscape, ensuring smooth operations is critical for success. For businesses using specialist software like Yardi, having a robust system support structure can make the difference between streamlined efficiency and operational disruptions. But how do you decide on the best Yardi support model for your business?
In-House Support
A traditional approach has been to keep IT support in-house and rely on an internal team of employees to address technical issues, assist users, and manage system maintenance. This method is commonly seen within large companies with sufficient resources, expertise, and predictable support needs. The in-house Yardi support model brings with it the advantages of a shared understanding of company-specific processes, alignment with company culture, and direct control over team performance and delivery. However, it can also present challenges around higher operational costs, such as recruitment, training, salaries and benefits, as well as limited scalability during high-demand periods. In-house support requires significant and continued investment in expertise and technology.
Outsourced Support
Another common approach is to outsource support by partnering with an external provider to manage your needs, which could range from everyday technical issues to more complex software queries and implementations/upgrades. Outsourcing is often used by businesses seeking to minimize direct overhead and avoid building an extensive internal team. Outsourcing has the advantage of being cost-effective compared to maintaining skilled in-house teams, delivering access to specialized knowledge, and providing scalable resource capacity to handle fluctuating demands. Businesses do need to ensure they find the right outsourcing partner to integrate with company-specific processes and governance. They must also establish clear protocols to align communication and priorities.
A Hybrid Yardi Support Model
For many businesses, the ideal solution lies somewhere between fully insourced and fully outsourced operations. A hybrid model enables companies to leverage internal resources for Tier 1 support, strategic alignment, core operational controls, and governance while outsourcing specialized expertise and overflow tasks. This approach ensures that internal teams remain focused on high-value activities, and external partners augment capacity and provide deep domain knowledge.
Outsourcing for expertise and overflow helps businesses navigate periods of high demand without overextending internal teams. This is particularly valuable during seasonal spikes, major software updates, regulatory changes, or large-scale initiatives, such as portfolio acquisitions and disposals. Engaging consulting firms that scale with your business allows companies to enhance efficiency, optimize costs, and access specialized skill sets that drive long-term operational success and partnership.
Every business will face unique challenges, but some universal factors often drive the need for outsourced specialist support services:
- Resource constraints. Small-medium enterprises may lack internal resources and/or expertise to address complex technical queries or resolve user issues promptly.
- Cost efficiency. Outsourcing allows companies to leverage expert knowledge without the overhead costs of hiring, training, and maintaining an in-house team.
- Scaling operations. As businesses grow, their reliance on Yardi increases. Scaling internal teams to match this growth can be costly and time-consuming.
- Focus on core activities. For businesses focused on investment fund accounting, property management, or other specialized services, outsourcing Yardi support ensures that internal teams remain focused on their core competencies.
- Seamless coverage. Global operations and high-demand environments require uninterrupted support, but regional expertise gaps and time zone constraints can make this challenging. A hybrid model leverages local teams for core operations while outsourcing specialized or after-hours support, ensuring seamless coverage and operational resilience.
Chances are your business recognizes one or more of the above, and you have outsourced or are considering outsourcing your Yardi support. Even within an outsourcing approach, there are generally several support service options you can choose from:
Fixed Support Contracts
- A set monthly fee covers a defined scope of services and usage.
- Best for businesses with consistent support needs and a defined user base.
- Benefits: Predictable monthly costs, clearly defined response times, and deliverables.
On-Demand Support
- Pay-as-you-go model where businesses are charged for actual usage.
- Best for companies with unpredictable support needs or only periodic expertise needed.
- Benefits: Flexible and cost-effective for low-demand scenarios with no long-term commitment.
Dedicated Support Team
- Outsourced team that works exclusively for your business.
- Best for large enterprises or businesses with complex needs that demand consistent attention.
- Benefits: High availability and quick resolution times, increased internal team integration.
Hybrid Models
- Outsourced team that manages overflow and specialist tasks and combines elements of fixed contracts and on-demand or project services.
- Best for businesses with varied needs that fluctuate or have specialized project-based requirements
- Benefits: Customizable based on business demands, balances cost efficiency with scalability, adjustable support levels as needed.
Regardless of the best Yardi support model for your business, outsourcing offers several advantages:
- Access to expertise: Leverage specialists with deep Yardi knowledge and experience.
- Improved operational efficiency: Focus internal resources on core business activities while experts handle Yardi systems.
- Scalability: Tap into support models that can grow alongside your business or reduce as needed.
- Enhanced user satisfaction: Experience fewer disruptions and increased productivity among end-users with quick and effective support.
- Skills development: Enable internal teams to upskill through knowledge transfer, best practices, and exposure to advanced problem-solving techniques.
- Cost efficiency: Eliminate overhead costs associated with hiring, training, and maintaining internal teams.
Choosing the right Yardi support model is about finding the balance that aligns with your business needs, budget, and long-term goals. Insourced support offers internal control and alignment, while outsourced options deliver scalability and expertise. For many, hybrid models provide the flexibility to meet changing demands while maximizing efficiency.
At 33Floors, we understand the unique challenges businesses face and specialize in providing tailored support solutions for Yardi users. Whether you need the predictability of a fixed contract, the flexibility of on-demand services, or the depth of a dedicated team, 33Floors’ Yardi support experts are here to help.
Explore our support services to find the perfect fit for your business, and contact us to get started today.
