Research & Insight

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Finance and Accounting Outsourcing of the Future: More Technology-Enabled Processes and a New Supplier Landscape

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Verticalization. Major changes in the supplier landscape. Melding process and technology to boost FAO processes to the next level. Here is what our experts are predicting for future trends in finance and accounting outsourcing. Ritesh Idnani, Vice President and Head, Global Sales and Marketing for Infosys BPO, believes finance and accounting outsourcing (FAO) will grow …

Read More Finance and Accounting Outsourcing of the Future: More Technology-Enabled Processes and a New Supplier Landscape

Companies Need Customer Expectation Management Because Successful Customers Create Profitable Businesses

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Competition is fueling customer churn and testing customer loyalty. Vijayalakshmi S. Paduvalli describes how customer expectation management helps companies extend market share and expand relationships in today’s challenging economy.

Read More Companies Need Customer Expectation Management Because Successful Customers Create Profitable Businesses

Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents

Outsourcing Center, Bruce McCracken, Business Writer

High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story.

Read More Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents

How Outsourced IT Provided Wireless for the Citizens, Cut the Crime Rate, and Helped Minneapolis During a Crisis

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

This relationship captured the best in show award because it demonstrated excellence in partnering while revamping the city’s IT infrastructure, including installing a city-wide Wi-Fi network. This new infrastructure played a crucial role in the city’s swift response to the I-35 bridge collapse and the success of the Republican National Convention when the entire nation was watching.

Read More How Outsourced IT Provided Wireless for the Citizens, Cut the Crime Rate, and Helped Minneapolis During a Crisis

How an SMB Helped GSA Combine 39 Contracts into One and Adopt Commercial Standards

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

When Catapult entered the scene, the GSA had 39 vendors, 12 versions of its e-mail client, and 15 help desks. Each of the 11 regional offices provided its own IT infrastructure services with differing data security standards. Today, GSA has one IT contract and a consolidated infrastructure. Plus, outsourcing has saved American taxpayers $15 million a year.

Read More How an SMB Helped GSA Combine 39 Contracts into One and Adopt Commercial Standards

Early HRO Adopter Adjusts to Change and Strengthens Provider Relationship

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Prudential Financial realized it had to run HR like a business when it prepared to go public. Whenever there is a business challenge, the two partners use a technique they learned from transition: select one executive from each company to craft a solution together. And Prudential helps Hewitt learn how its new products will work in the real world.

Read More Early HRO Adopter Adjusts to Change and Strengthens Provider Relationship

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