Research & Insight


Big Data/Analytics

Extra! Extra! Read All About It

Outsourcing Center, Bruce McCracken, Business Writer

As the 20th century closed, the winds of change blew at gale force in marketing and media, harkening the arrival of the Internet. A revolutionary communicative medium was permeating America and the world. The avenues of business were not unlike the midway of a carnival concerning the new marketing channel with barkers shouting strange terms: e Commerce, IT, New Media, Dot Com.

Riding a Wave of Success

Chris Pryer, Business Writer

There are certain times when a confluence of events can create an environment like no other. The moon in the seventh sky, or Jupiter aligning with Mars, for instance. In today’s fast-paced and constantly evolving business world, successful companies must be vigilant and nimble in order to respond quickly and take advantage of such favorable conditions when they present themselves. If these companies don’t possess the necessary resources in-house to accomplish their business objectives, they collaborate with another company who does.

Barking Up The Right Tree

Outsourcing Center, Bruce McCracken, Business Writer

National retailers face a challenge when they enter the professional services sector. In the area of medicine, many customers view multiple location clinics with apprehension. They conjure up images of inexperienced, overworked and underpaid interns dispensing medical solutions on an assembly line.

Linking Inbound and Outbound Marketing

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Has this happened to you? You receive a letter in the mail describing a special promotion. You visit the Web site and notice the details are different. You visit the store and no one there knows anything about the vaunted promotion. Frustrated, you call the toll free customer service number and the person who answers the phone is clueless, too.

A New Way to Look at BPO

Michel Janssen, Managing Director, Everest Research Institute

This spring I had lunch with one of our clients, a national retail chain. The chief financial officer, the chief information officer and the executive vice president for human resources (HR) gave me a list of 20 business processes they wanted to shed that weren’t part of their core competency. Read about how they did it.

Getting Started on the Right Foot

Outsourcing Center, Kathleen Goolsby, Senior Writer

Success in an outsourcing relationship must be built on the right foundation, and that happens only when the buyer clearly and objectively describes to the supplier exactly what it wants to buy. That’s what Xcel Energy did when it entered into its successful outsourcing relationship with IBM Global Services.

Back to School

Outsourcing Center, Kathleen Goolsby, Senior Writer

The American School Directory (ASD) is the Internet guide to every public, private and Catholic K-12 school in the United States. Users have access to communication tools, maps, calendars, menus, payment tools, school wish-lists, images of students at work, alumni directories (even for schools that are now closed) and much more. Schools without their own Web sites can adopt the ASD site, and ASD also works hand-in-hand with schools that have their own sites.

Outsourcing Customer Interaction Management

Jerri L. Ledford, Business Writer

Before Del Monte Foods decided to outsource its customer interaction management, the company held yearly sales meetings. Representatives received five-inch binders filled with information about products, clients, and company information. The system proved to be very ineffective because it was time consuming, and the information became out of date long before new binders were issued. \x0d\x0aThen Del Monte began using outsourced Marketing and Sales Effectiveness (MSE) tools from Proscape Technologies.

Just What the Doctor Ordered

Outsourcing Center, Kathleen Goolsby, Senior Writer

As healthcare professionals strive to focus on their core competencies and become more efficient and cost-effective, they turn to outsourcing as a solution. Buenaventura Medical Group (BMG), a 50-doctor, multi-specialty group with five locations and 100,000 patients, made that decision five years ago. In efforts to stay ahead of their competition, they realized that printing and mailing their patient statements was sorely in need of process improvement.

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