Research & Insight

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Healthcare & Life Sciences

How Outsourcing Helped a New Company Deal with a Major Challenge | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Talecris was a spin-out. The new company had a drop-dead date to separate its IT systems from its parent. This was a complex challenge with much risk. Three weeks after the cut-off date, Talecris faced a business challenge that easily could have put it out of business. Together the partners weathered the storm.

How a Well-Planned Outsourcing Transition Weathered a Changing Economy and Vendor Challenges | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

There are always unanticipated challenges in even the most well-thought-out transition. This relationship faced two major ones. First, a software vendor tried to extract $300,000 from Dell Services by forcing it to pay a licensing fee. Then, the global recession changed everything. The successful solutions were a harbinger of good things to come.

Parature Becomes the First CRM Service Provider to Offer a Facebook App | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Parature, a SaaS provider in the customer relationship management space, has collaborated with Facebook to develop a new application specifically for the site. It allows users to engage with customers directly on the Facebook page and creates the ability to provide direct support from the Facebook wall. Here’s how it works.

How Buyers Can Avoid a Big Outsourcing Pitfall | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

An Outsourcing Center study found that a lot of outsourcing buyers have relationship managers with no prior experience or training in how to manage the relationship. This article describes why this occurs and the challenges that result from this phenomenon.

An Outsourced Way to Move to the Cloud (Almost) Free | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Outsourcing saves buyers money through lower cost. Outsourcing really saves money if the service is free. To allow organizations to take advantage of low-cost IT infrastructure outsourcing, Appistry provides a software solution that helps companies move their applications to the cloud. The company provides its software at no cost to small and medium-sized users. “We …

How Outsourcing Buyers Benefit from Benchmarking

Outsourcing Center, Kathleen Goolsby, Senior Writer

Cost and price. It’s crucial that buyers understand both when it comes to outsourcing. What is the cost of providing business services internally? What elements comprise that cost? What is the price for comparable services from an outsourcing service provider? What cost elements affect the provider’s price? For the service levels it commits to perform, …

When an Outsourcing Service Provider’s Lack of Domain Knowledge is a Good Thing

Outsourcing Center, Kathleen Goolsby, Senior Writer

How important to the value proposition for an outsourcing initiative is the service provider’s domain knowledge specific to the buyer’s industry? Many buyers report that the provider’s expertise in a particular business process ranks higher in importance than industry expertise when selecting a service provider. But there are situations where industry knowledge is crucial, especially …

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.

Application Management Outsourcing Services Provide Bigger Bang for the Buck | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Companies are placing more focus on ensuring software products deliver real impact to business needs and also growth to the business, observes Mohammed Haque, Genpact’s Vice President and Head, Enterprise Solutions Service practice. It’s more than just acquiring software for operations; the focus is now on getting the most value out of software assets and …

How Verticalization and Business Process Utilities Will Impact Outsourced Services | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Transparent pricing, highly standardized processes, vertical solutions. Companies will select service providers that deliver the best quality and value-add, not just the best price. “Increased adoption of standardized solutions in outcomes-based models will drive outsourcing to become more utility based,” says Don Schulman, General Manager, Finance and Administration at IBM. “And that becomes where the …

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