Introduction

IT backlogs and overburdened teams are one of the biggest obstacles to business growth.

Despite modern software, cloud solutions, and agile methods, many organisations struggle with crowded task lists, slow processes, and frustrated employees. Why? Because the demand for digital solutions is growing faster than internal teams can implement them. Studies show that up to 40% of work time in businesses is spent managing exceptions and non-standardised processes, often due to IT delays that are never resolved.

The result: projects are delayed, customers are dissatisfied, and competitors pull ahead. But there is a way out: SaaS solutions and augmented services enable companies to scale flexibly without having to hire new employees or embark on transformation projects that last for years. This article explains how it works, with concrete examples and practical recommendations.

Chapter 1: The capacity trap: how IT backlogs paralyse businesses

1.1. What are IT backlogs and why are they dangerous?

An IT backlog is a list of tasks, requirements or errors waiting to be processed. In theory, it should help to set priorities and allocate resources efficiently. In practice, however, it often becomes a curse: tasks pile up, priorities become blurred and teams lose sight of the big picture. According to a study by bellmatec, unclear priorities, lack of maintenance and poor communication cause backlogs to grow out of control, reducing productivitybellmatec.de.

1.2. The consequences: why backlogs are more than just “work that’s fallen behind”

IT delays are not only annoying, they also have concrete economic repercussions:

• Delayed projects: when urgent tasks are not processed, innovation and competitiveness are affected.
• Overloaded teams: employees work on too many projects at the same time, leading to burnout and turnover.
• Cost explosion: The longer tasks remain in backlog, the more expensive they become to implement later, or they are never completed.
• Customer satisfaction suffers: When IT processes stall, this has a direct impact on service quality and customer loyalty. digitalneuordnung.de+1.

Example: In 2024, a medium-sized logistics company lost an important customer because its IT department was unable to implement a critical update for warehouse management for six months: the task had been ‘lost’ in the backlog.

Chapter 2: The causes: why IT backlogs grow

2.1. Unclear priorities and lack of maintenance

Many companies treat their backlog like a ‘digital dump’: tasks are added, but never cleaned up. The consequence:

• Obsolete entries block resources.
• The lack of clear responsibility leads to ‘orphan tasks’ that no one processes.
• The lack of transparency makes it impossible to maintain an overview. bellmatec.de+1.

2.2. Growth pressure and seasonal peaks

• New regulations (e.g. NIS-2, GDPR) require rapid adaptations.
• Seasonal peaks in demand (e.g. in e-commerce at Christmas) overload IT.
• Unforeseen events (e.g. cyber attacks, cloud failures) force spontaneous changes in priorities wotan-monitoring.com.

2.3. The illusion of ‘100% automation’

Many companies believe that more software is the solution. However:

• No tool covers all processes: exceptions remain manual.
• Integration is complex: new systems must be connected to old ones, which creates additional work.
• The need for training increases: employees must learn how to use new tools, which takes time.

2.4. Lack of IT scalability

• Internal teams reach their limits when the demand for digital solutions increases.
• A shortage of resources causes projects to be put on hold.
• IT budgets are limited, so it is often not possible to create new jobs. t2informatik.de+1.

Chapter 3: The solution: SaaS and augmented services for greater flexibility

3.1. SaaS: standardised solutions for repetitive tasks

Software as a service (SaaS) enables companies to optimise digital processes without large investments. The advantages:

• Fast implementation: no IT projects that take months, but plug-and-play solutions.
• Scalability: performance is adapted to requirements, which is ideal for seasonal peaks.
• The provider takes care of maintenance and updates, which relieves the workload on internal teams.
• Cost transparency: monthly subscriptions instead of high one-off costs.

Example: A trading company replaced its outdated ERP system with a cloud-based SaaS solution and reduced order processing time by 70% without having to hire additional IT staff.

3.2. Augmented services: human expertise for exceptions

Not everything can be automated. Augmented services complement SaaS solutions when human decisions are required:

• Exception management: complex cases (e.g. incomplete orders, special authorisations) are handled by specialised teams.
• Seamless integration: services are integrated directly into digital workflows, without format changes.
• Feedback loops: recurring exceptions are analysed and gradually automatedasmiq.io+1.

Advantage: businesses benefit from digital efficiency and human flexibility, without compromise.

3.3. Hybrid solutions: the best of both worlds

The combination of SaaS and augmented services offers:

Advantage	Saas	Augmented services	Hybrid approach
Escalabilidad	✅	❌	✅
Rentabilidad	✅	❌	✅
Flexibilidad en las excepciones	❌	✅	✅
Rápida implementación	✅	❌	✅
Alivio de la carga de trabajo de TI	✅	✅	✅

Conclusion: Hybrid models allow businesses to scale quickly without losing control, all without creating new jobs or embarking on IT projects that last for years.

Chapter 4: Case study: how a medium-sized company overcame the capacity trap

4.1. The challenge: a logistics service provider at its limit

A medium-sized logistics services company with 500 employees was facing:

• An IT backlog of more than 200 pending tasks, ranging from minor bug fixes to critical system updates.
• Overloaded teams juggling between operations and projects.
• Customer complaints about missed delivery deadlines.

4.2. The solution: SaaS + augmented services

The company opted for a three-phase approach:

1. SaaS for standard processes: introduction of cloud-based warehouse management software that automated 80% of routine tasks.
2. Augmented services for exceptions: an external team was responsible for handling special cases (e.g., incomplete delivery documents, customs issues).
3. Continuous improvement: by analysing recurring exceptions, other processes were gradually digitised.

4.3. The results

• Reduction in outstanding work: from 200 to less than 30 outstanding tasks in 6 months.
• Reduction in processing time: delivery processing 40% faster.
• Increased customer satisfaction: complaints reduced by 60%.
• Relief for the IT team: employees were able to focus on strategic projects.

Chapter 5: 5 steps to reduce IT backlogs

Step 1: Clear the backlog

• Eliminate obsolete entries (e.g., tasks that have not been processed in more than 6 months).
• Clearly define priorities (e.g., based on urgency and business value).

Step 2: Introduce SaaS for repetitive tasks

• Identify standard processes (e.g., order processing, invoicing).
• Select the right SaaS solutions (e.g., cloud ERP, CRM, warehouse management).

Step 3: Use augmented services for exceptions

• Call on external teams or specialised departments for complex cases.
• Ensure a seamless connection with digital workflows.

Step 4: Continuously improve processes

• Establish feedback loops (e.g., monthly retrospectives).
• Automate recurring exceptions.

Step 5: Ensure scalability

• Select flexible SaaS models that grow with the business.
• Adapt resources as needed (e.g., temporary augmented services during peak times).

Conclusion: why hybrid solutions are the future

IT delays and overburdened teams are not inevitable, but a sign that your business is growing.

The solution is not to hire more employees or start IT projects that take years, but to combine the use of SaaS and augmented services. This hybrid approach allows you to:

• Scale quickly, without large investments.
• Respond flexibly to changes, whether new regulations or seasonal peaks.
• Lighten the workload on your IT teams, so they can focus on strategic tasks.
• Increase customer satisfaction, thanks to faster processes and fewer errors.

The question is not whether you will control your IT backlogs, but when you will start doing so. Companies that act today secure a competitive advantage tomorrow.

Want to reduce your IT backlogs and scale flexibly? Let’s talk! We’ll show you how to overcome your capacity constraints with SaaS and augmented services, without creating new jobs or embarking on years-long projects.

Contact us!