Industry Archives

Can You Program a Remote? How Veritude Populated Overhead Door’s Call Center

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Overhead Door Corporation’s Genie call center gets 55,000 plaintive calls a month. The manufacturer outsourced its call center operations unsuccessfully to two different U.S. suppliers. So it decided to bring the call center function in-house and hired Veritude to populate it…which it did 30 days early because the incumbent supplier abruptly decided to close its doors. Here’s the story.

Centralizing Asset Management Helps Promotional Products Manufacturer Manage Its IT Infrastructure

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Like many promotional products manufacturers, The GEM Group has a manufacturing facility in China. The manufacturer was changing its IT desktop infrastructure. Did the computers in Shenzhen have enough memory to work in the new IT environment? Everdream’s application allows GEM to manage the Chinese infrastructure from its Massachusetts headquarters.

Outsourced IT Platform Attracts Merger Partner for Real Estate/Hospitality Company

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

When Private Escapes Destination Clubs started its travel and real estate company, it wanted IT expertise without the IT investment. So it outsourced its Web-based reservation system to Managed Business Solutions. The IT platform was such a stellar success a competitor came calling, attracted by the reservation system. Now the new combined entity is the No. 2 player.

Cost Savings, SLAs, and Supplier Selection Criteria Benchmarks from 2007 Outsourcing Excellence Awards

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourcing Center’s study of 86 relationships participating in the 2007 Outsourcing Excellence Awards program revealed several significant benchmarks. A major finding: buyers felt cultural fit and a partnering relationship approach were a major key to success; they used them as supplier-selection criteria more than in the past decade of the awards relationships.

Integrating Payroll with Benefits Administration Transforms HR for Charmant

John Harney, Business Writer

Charmant’s existing payroll software was outmoded, hard to use, and not integrated into its time and attendance system, which created challenges for the eyewear distributor’s two-person human resources department. The HR manager staked his job on an outsourcing solution . . . which worked.

Online Retailer Outsources Voice Mail Because Customers Still Want to Use the Phone

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Online customers communicate through email. But some want to do things the old-fashioned way–they want to talk to a real person about their needs. Small entrepreneurs with day jobs can’t answer their calls during the workday. Outsourcing provides a professional alternative.

Risk Mitigation in Second-Generation RPO and HRO Deals

Outsourcing Center, Kathleen Goolsby, Senior Writer

The industry now faces a new set of risks associated with second-generation Recruitment Process Outsourcing (RPO) and HRO deals. We spoke with Adecco and ExcellerateHRO to learn their advice for mitigating risks in 2008.

Risk Mitigation in Outsourcing in 2008

Outsourcing Center, Kathleen Goolsby, Senior Writer

We spoke with industry experts to get their insights on mitigating outsourcing risks in 2008 and also looked at how buyers and suppliers are their own worst enemies when it comes to creating risks.

Trends in Outsourcing to Enable Client Organizations to Innovate in Their Businesses

Outsourcing Center, Kathleen Goolsby, Senior Writer

Nearly everyone is talking about innovation in outsourcing. In this article, experts share their insights on the hindrances and best practices surrounding innovation objectives.

2007’s Landmark Events and What They Auger for 2008

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

What a year! Wipro set up shop in the United States. This year’s subprime mortgage mess will actually help outsourcing next year. And non-traditional suppliers won some big outsourcing deals. Here’s what it all means and a guess at how these events might impact the industry in the next 12 months.

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Industry

Can You Program a Remote? How Veritude Populated Overhead Door’s Call Center

Centralizing Asset Management Helps Promotional Products Manufacturer Manage Its IT Infrastructure

Outsourced IT Platform Attracts Merger Partner for Real Estate/Hospitality Company

Cost Savings, SLAs, and Supplier Selection Criteria Benchmarks from 2007 Outsourcing Excellence Awards

Integrating Payroll with Benefits Administration Transforms HR for Charmant

Online Retailer Outsources Voice Mail Because Customers Still Want to Use the Phone

2007’s Landmark Events and What They Auger for 2008

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