Sound familiar: You arrive at the airport and find your flight’s been cancelled. Now what? If you fly Southwest, there’s less hassle thanks to outsourcing. A proactive customer service communication program presents customers with a range of solutions before they even know there is an issue.
David Litman, the founder of hotels.com, was itching to get back in the game after selling his company. He changed the business model the second time around, relying on people as well as the Web to book travel deals. Outsourcing to Working Solutions made it possible–and successful.
Auteco Kawaski, a larger motorcycle assembler in Latin American, was unable to track the service and warranty records on individual bikes by either its 300 dealers or 350 service shops. A Colombian supplier, PSL, created the application to do just that.
Success threatened Wellington Technologies. The HP maintenance provider signed a big contract, but the scope of the win was beyond the capabilities of its existing parts delivery system. And the fact that its parts delivery agreement had penalties didn’t help. After paying those penalties, the company outsourced to meet its delivery challenges and enhance its capabilities.
GoldLantern designs Bluetooth and iPod/MP3 devices, which it sells through distribution agreements with Fry’s Electronics, Costco, Wall-Mart, and Micro Center. Thanks to outsourcing the distribution and logistics to Suddath Logistics/Centra Worldwide, the company operates with less than 15 employees.
Web 2.0 created a dilemma for Intronis, a provider of online data back-up systems. Its customers needed the software to back up their burgeoning data faster. Its proprietary software was increasingly unable to accommodate their needs and it didn’t have specs for a fix. Outsourcing to Exigen saved the day.
Changes in technology and the business landscape and new government regulations forced Equity Insurance Group to implement strategic changes to remain competitive. Offshoring to WNS was so successful the parties added gain-sharing in the second contract.
Océ Business Services has handled its share of emergencies for Verizon Wireless, including the anthrax scare after 9/11 and the ravages of Hurricane Katrina. And its improved processes have generated savings of $1.5 million rather than the projected $300,000 – exceeding expectationss by 500 percent. Read why this relationship succeeds.
Brinker International serves more than one million guests in its 1,700 restaurants daily. In 2004, data integration was paper intensive and manual and began to encroach on the Brinker dining experience itself. Outsourcing data management was its recipe for success.
In order to remain competitive, search engine provider Yahoo! needed to expand its presence in Latin American markets, searching for a development partner to create hotsites in days, sometimes hours. A Brazilian supplier not only filled the bill but also provides innovation.
Instead of outsourcing its IT infrastructure to just one supplier that takes care of everything, Shell chose to outsource to best-of-breed suppliers. It created an IT ecosystem designed to encourage three suppliers to work together. Read how they made multi-sourcing a success.
High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story.
A new, more strategic outsourcing model is necessary for speeding time to market yet also limiting the development cost of new products. It requires a different kind of thinking, communicating, and strategizing. Here’s how to leverage this new model for competitive advantage.
Unilever Europe has 80 factories in 24 countries. The division used 18 ERP systems and hundreds of different finance processes, which led to high costs and varying reliability. IBM turned the organization upside down. This contract is groundbreaking in the FAO BPO sector in Europe in both size and scope.
PSEG wanted to increase value on IT spend and tasked CompuCom with providing end-user support services to more than 11,000 users across 85 locations. They’ve worked flexibly together to ensure their interests remain aligned in developing solutions that increase productivity and decrease down time. Within three years, PSEG realized $16 million in IT services cost savings.
Springhill Medical Center hired Eclipsys to overhaul its IT. Medication errors fell 80 percent and infection rates fell by two-thirds. ER customer satisfaction soared from 11 to 92 percent. System availability went from 56 to 99.999 percent. And the new electronic medical records helped the Alabama hospital weather Hurricane Katrina.
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