Outsourcing Excellence Award — Most Collaborative: Barclaycard US and Firstsource “We are getting results that exceed our plan. By the end of the first year, performance of our former employees who are now on the Firstsource team was at or above what it was when we initiated the transition.” Brian Duffy, head of service and [...]
The bulk of most companies’ operational costs are in manpower, says Ragu Bhargava, CEO of Global Upside, Inc., a finance and accounting (F&A) service provider. That’s one of the reasons companies in all industries are increasingly bucking the long-held practice of retaining full-time F&A staff in house. Mountain View, Calif,-based Global Upside, Inc. provides services [...]
What happens in an outsourcing relationship when the two partners are willing to go beyond each of their comfort zones to solve an intractable problem? Answer: a win-win for both partners as well as the relationship itself. This is the story of how Rio Tinto, a leading international mining group, and Infosys BPO, its outsourcing [...]
Cisco Systems Inc., a leading supplier of networking equipment and network management solutions, partnered with Infosys BPO to enhance its World Wide Partner Support Program. Infosys BPO adopted a multi-pronged strategy to create awareness about partner programs at Cisco and ensure consistent support across them. Their robust delivery model, automated processes and best practices helped [...]
Companies both large and small often choose to outsource their IT departments so they can concentrate on their core businesses. But small and medium businesses (SMBs) have additional challenges. Danya International, a public service company that delivers solutions to government and commercial clients addressing pressing social issues, is a good example. It wanted to focus [...]
When you are outsourcing a huge application development and maintenance (ADM) project to another geography, how do you create teamwork and maintain momentum? Interval International and Freeborders believe there are two factors: constantly rotating the key offshore people onshore and taking the time to prepare in advance. In 2008 Interval International, a vacation exchange company [...]
Mayer Electric, a fast-growing electrical supplies distributor in the Southeast United States, realized it had to automate its accounts payable (AP) process. It had 900 people in eight states using a manual system. Last year Mayer Electric paid thousands of its suppliers about $560 million. “We look at Mayer Electric as a brand. How we [...]
Small and midsized businesses often have the same human resources challenges that much larger companies have. They grow by acquisition and have to standardize their human resources (HR) when they get a new family member. They have to change how they approach HR when they become global enterprises. Outsourcing often provides the answer. But it [...]
How does an enterprise move IT money from support and maintenance, which can devour up to 80 percent of its IT budget, to innovation? HP has found a way. “We’ve developed a different way to look at the applications in a corporation’s portfolio. The goal is to align the applications to the business’s overall strategy [...]
No corporation wants to pay egregiously high fines or risk a government audit for violating sales tax laws. Outsourcing is a good way to make sure someone knowledgeable keeps up with the confusing welter of laws. Here is the story of how outsourcing helped one manufacturer expand its geographic reach.
Billing and administrative back-office work for medical insurance providers can be a time-consuming manual process, especially for mid-range service providers. Using a SaaS service provider that offers optical character recognition eliminates manual processes. Outsourcing keeps administrative costs in line and pays patients on time.
Steelcase has offices in 20 countries. Some have payrolls of 200, others just one. Every country has different labor laws. Language is also an issue. Outsourcing to just one provider solved the language and legal challenges and gave Steelcase a unified look at its payroll.
G&K Services stored its paper accounts payable at offsite storage facilities. If there was an invoice dispute, it could take several weeks to resolve because of the inefficient paper retrieval process. Then it outsourced. Now authorized personnel can seamlessly retrieve archived documents with a single click.
Acosta changed service providers so it could offer employer-funded health reimbursement arrangements. The new plan lowered premiums but pushed some employees outside their comfort zones. Together Acosta and Workscape created a communication plan to educate them. Here’s what they did to drive buy-in.
Application development costs and speed to market are critical for a startup with a new concept. Because the founders had to prove the concept, they didn’t want to spend a lot of capital. Hiring U.S. developers was not in the budget. A Chinese service provider got the job done at half the cost.
A noiseless and on-time transition is critical in maximizing the value achieved in an outsourcing initiative, but it is difficult for many outsourcing relationships to overcome the transition challenges. This case study details how T-Mobile UK achieved that objective by leveraging Infosys BPO’s proven transition methodology. The initiative involved four departments, 21 processes, 130 sub-processes, [...]
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