Research & Insight

Function

CRM & Call Center

ASP Makes Customer Service Self-Service | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

ATI manufactures 400 cards for video games. Dissatisfaction with multiple suppliers led it to select a single source solution. ASP Parature improved customer satisfaction and decreased incoming call volume by 80 percent through its self-service options.

How Outsourcing Helped A Hotel Company Create A Loyalty Program

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

In the hospitality industry, a small number of travelers contribute a large portion of the revenue. Leading Hotels of the World, a marketing company for luxe hoteliers, used an ASP solution to create its loyalty program. In the process, supplier Quaero helped Leading Hotels improve its guests’ experiences.

Convergys’s New CRM Solutions Help Travelers | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Have you called an airline or hotel and gotten an interactive voice response system (IVR) that could not answer your question? Many valued customers like you are becoming upset with this aggravating solution. Now hotels and airlines are turning to their outsourcing suppliers to find a better way.

Ireland (With Help From India) Helps Boston Insurance Company Compete | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

This issue our Other Than India series focuses on Northern Ireland. Liberty Mutual created a captive in Belfast for applications development during the dot com boom when programmers were in short supply. Today the insurance company has 160 people there who can easily travel to Boston when necessary.

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