Customer Support | Article
When a frustrated customer calls an 800 number for help, the Help Desk Institute says that call costs the company $33. SafeHarbor.com, an outsourcing buyer, has devised a way to use technology to cut that cost…
Tag: "customer service"
September 1, 2000 | 0 comments | Read More
Keeping a Transition on Track | Article
In December 1998 the Port Authority made a strategic decision: it had had enough of mainframes. It wanted to take a different route and move to client/server applications off an NT server. So Bertocci and her staff decided to outsource all its mainframe applications. These include financial, human resources, payroll, scheduling, vehicle dispatch and vehicle maintenance.
March 1, 2000 | 0 comments | Read More
Counting on Communication | Article
From the Editor: Outsourcing drove down costs for Hallmark, which was the original intention. At the same time, outsourcing allowed Hallmark to sustain its high quality of customer service and satisfaction. Moreover, it’s interesting to see how this relationship grew and prospered over the years. Building on these strengths, the buyer continues to add more and different services to the contract…
February 1, 2000 | 0 comments | Read More
Traveling First Class With Unisys | Article
The travel agency industry is extremely large in North America, says John Haville, managing director of Unisys Travel Alliance Services (TAS). The $150 billion industry is used for more than 80 percent of all the airline’s bookings, as a channeled distributor.
June 1, 1999 | 0 comments | Read More
Changing the Way the Travel Industry Does Business | Article
One of the largest travel agencies in the United States, First Travelcorp out of Raleigh, N.C., began searching for someone to come in and operate some of its back office activities during the mid-90s.
June 1, 1999 | 0 comments | Read More
Delivering Speed Where It Counts | Article
Fast response to customers is essential to the success of United HealthCare, the second largest managed care company in the U.S., outsourcing.
February 1, 1999 | 0 comments | Read More
The Tactics of Transformation | Article
The outsourcing industry, having matured significantly during the past ten years, faces changes in 1999 that will not only alter the focus of the outsourcing industry itself, but will also transform the companies entering into such transactions.
January 1, 1999 | 0 comments | Read More
The Benefits Beyond IT… | Article
As the industry continues to move from cost-based to value-based outsourcing, technology trends that leverage network over premise infrastructure will offer new opportunities in business processes and functions.
February 1, 1998 | 0 comments | Read More
EDS Outsourcery Wins Award | Article
Culture shock. That’s not something most would expect conservative icon Rolls Royce to embrace, but that’s exactly what the company sought in its outsourcing relationship with EDS.
July 1, 1997 | 0 comments | Read More
