As IFS users move beyond implementation, one of the big questions is how to support and evolve the system. Should you build an internal IFS support services team, outsource to specialists, or create a hybrid model? Each option has advantages and trade‑offs. Research on ERP implementation models highlights control, knowledge transfer and cost considerations on both sides. Here’s how to evaluate the choices from a UK perspective.

In‑house support: control and continuity

Advantages:

•Control over priorities. An in‑house team responds directly to your business stakeholders and can prioritise issues that matter most.

• Knowledge retention. Over time, internal staff build deep knowledge of your processes, customisations and culture.

• Immediate availability. When something breaks, you can walk over to the support team rather than logging a ticket.

• Cost savings (when staffed correctly). If you have experienced IT staff who can handle ERP support, in‑house models may be more cost‑effective.

Challenges:

• Resource constraints. Smaller organisations may not have enough skilled staff or budget to dedicate to ERP support.

• Limited expertise. Internal teams may lack exposure to the latest IFS features, industry best practices or emerging technologies.

• Opportunity cost. Your IT staff may be pulled in multiple directions, delaying resolutions.

Outsourced support: expertise and scalability

Advantages:

• Specialised knowledge. Outsourced providers have teams dedicated to IFS and can offer expertise across modules, versions and industries.

• Cost predictability. Managed services often operate on fixed fees or per‑ticket pricing, making budgeting easier.

• Faster issue resolution. With dedicated resources, external providers can often address issues quickly and support major upgrades.

• Scalability. You can ramp support up or down without hiring or layoffs.

Challenges:

• Less control. Decisions about customisation and priorities may follow the provider’s processes.

• Communication hurdles. Outsourced support can suffer from misunderstandings or delays if not well‑managed.

• Standardisation. External firms may be less flexible in accommodating unique processes.

Hybrid models: the best of both worlds

Many UK businesses adopt a hybrid approach: an internal team handles day‑to‑day support and minor enhancements, while independent consultants provide specialised expertise for upgrades, custom development or strategic initiatives. This model offers control and knowledge retention while enabling access to niche skills on demand.

Choosing the right model

Factors to consider include:

• Size and complexity of your ERP environment. A multi‑site manufacturing operation may require more support than a smaller services firm.

• Budget and skills availability. Weigh the cost of hiring and training staff against managed services fees.

•Change agenda. If you’re planning frequent upgrades or expansions, external expertise may be critical.

• Risk tolerance. Evaluate how critical ERP uptime is to your business and the cost of potential downtime.

Sorcha Systems’ approach

As an independent consultancy, Sorcha Systems offers flexible support arrangements. We can work alongside your internal team to provide second‑line support or deliver a fully managed service. Our UK‑based consultants ensure prompt communication and understanding of local requirements.

Unsure which support model suits you? Speak to Sorcha Systems we’ll help you weigh the pros and cons and design a support strategy that balances control, cost and expertise.