Common themes ran through the relationships of the Awards winners–whether the buyer was collecting child support payments in Louisiana, performing cardiac surgery in Boston, or supplying cell phone service to rural India. Peter Bendor-Samuel shares the lessons learned.
CRM & Call Center
OMFN Knew It Selected the Right Supplier When Perot Systems Expertly Handled a Deluge of Volume During Migration | Article
Old Mutual had earned the unhappy moniker: the worst in the industry. It outsourced to become competitive. During the first two migrations, events conspired to triple volume. Read how the two partners learned to work together under the crushing volumes.
Bharti Airtel is a fast-growing Indian telco. It felt labor costs in India were too expensive. It wanted to solve customer care issues at the machine. So it offshored its solution–to North America. The Indian company selected Nortel for its call center technology. Together they changed the behavior of a nation.
ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.
Hosted ERP Suites Improve Front- and Back-Office Operations, Yield Dramatic Cost Savings for Smaller Manufacturers | Article
Since installed ERP systems are expensive, complex to deploy, and require dedicated IT resources to maintain, automating mission-critical systems for small manufacturers is a challenge. ProSoap found itself concentrating so much on our servers that we couldn’t get on the phone enough to make sales calls. Outsourcing a hosted ERP solution solved the problem.
Investing in innovation is critical to business success, especially in highly competitive industries such as the airline industry, which was hit hard with cost constraints after the September 11, 2001 terrorist attacks. Yet, British Midland Airways has been innovating and achieved many firsts in service quality. Outsourcing the highly specialized area of revenue accounting had a major impact on cash flow.
The applicant pool at BloodCenter of Wisconsin was too small and the quality of candidates was poor. Additionally, it took too long to fill a position–up to 100 days when it should have taken just 45. Outsourcing solved its recruitment problems and cut costs–an RPO reduced the cost per hire 57 percent.
As Canada’s central bank, the Bank of Canada works to preserve the value of money by keeping inflation low. It also acts as the government’s fiscal agent. More than 400 employees worked on the retail debt program, consuming 85 percent of the bank’s IT capacity while not a core activity. Outsourcing to EDS was the answer. However, this assignment had some extra requirements.
Why do some outsourcing relationships shine and others fail miserably? A new study by Capgemini lists nine steps to relationship success.
The President of ExcellerateHRO relishes the fact that HRO suppliers are taking away the tactical work that makes up the daily grind so the new, reskilled HR department can focus on the strategic. Kelly, who has a research background in epidemiology, sees a definite connection between work and health.