AccuRoute Support: In-House Specialist or Managed Partner?
Specialized capture and fax platforms need specialized support. How to decide between building that expertise in-house and handing it to a managed support partner.
AccuRoute and FileBound are easy for end users. Keeping them healthy is a different job. Upgrades, integrations, MFP changes and fax issues take product-specific expertise, and IT leaders eventually face the same question: build that expertise in-house, or hand it to a partner?
Here is how to think it through.
Coverage: when do problems happen?
Document capture and fax run all day, and failures don't wait for business hours. A single in-house specialist covers roughly 40 hours a week, minus vacations, sick days and training. Ask yourself what happens to a fax server outage at 2 a.m. during month-end close.
A managed partner staffed 24/7/365 removes that gap, provided a person actually answers rather than an answering service.
Expertise: how deep does it need to go?
Generalist IT staff can restart a service. Diagnosing why routing rules stopped matching, or why a connector broke after an upgrade, takes someone who works on the platform every day. A partner that supports many AccuRoute and FileBound environments has usually seen your problem before.
Turnover risk
When product knowledge lives in one person's head, it leaves when they do. Hiring and training a replacement for a niche platform can take months. A partner spreads that knowledge across a team and documents your environment.
Cost
Compare the full picture, not just salary:
- Salary, benefits and training for a dedicated specialist
- After-hours coverage or on-call pay
- The cost of downtime when the specialist is unavailable
- Time other IT staff spend filling gaps
For many organizations, a managed support plan costs less than one dedicated hire and covers more hours.
When in-house makes sense
Very large deployments with constant change, or strict policies requiring all administration by employees, can justify in-house specialists. Even then, many teams pair internal admins with a partner for escalations, upgrades and after-hours coverage.
Questions to ask any support partner
- Who answers the phone at night and on holidays?
- Are your technicians certified on our platform?
- Do you work on-site, remotely, or both?
- Will you support a system someone else installed?
- Is training for our users and admins included?
The right answer is whatever keeps documents moving when it matters most, without making one employee the single point of failure.
How DCMWare works
DCMWare provides implementation, integration, training and 24/7/365 support for Upland AccuRoute and FileBound. Certified technicians work on-site or remotely, and you'll never reach a voicemail tree. We also take over systems installed by other providers, starting with a health check.
See our services or request a demo to talk through your environment.