Service was so poor with Aon’s first outsourcing supplier that it was losing customers. Then it switched to Alfinanz, which had both IT and industry experience. Now Aon is so successful it is challenging its biggest competitors and winning most tenders!
This was one of the first North American offshoring relationships. Nortel outsourced to India in 1991 because it couldn’t find enough employees with the specialized knowledge it needed. At same time, Wipro wanted to expand beyond India. The timing was right for both partners to attempt something new. What’s remarkable: both partners are still happy after 16 years!
Many companies don’t achieve the anticipated outcomes in their outsourcing initiatives because they don’t take the right steps up front. Here’s how the fifth-largest homebuilder in the United States built an outstanding outsourcing relationship that produced the outcomes the client wanted.
Malmö Aviation, the second largest airline in Sweden, has a laser focus on customer service, which is run by its IT infrastructure. Outsourcing IT to Unisys allows the airline to serve its travelers instead of worrying about its servers. Now its growth pattern looks like a plane taking off.
Call centers can impact a travel agency’s market share because of the large number of customer interactions. Yet a March study of North American consumers sounded an alarm for call centers that don’t have the requisite technology to ensure satisfactory customer experiences. Here’s how two travel-related businesses solved that technology problem.
Streaming media over the Internet provides a competitive advantage. But it can be a performance risk and is not affordable to any except the largest companies. Outsourcing solves both challenges.
What would you do if you were a start-up company that immediately experienced phenomenal growth and then encountered regulatory challenges? Arizona Vanilla found an outsourcing solution that just keeps growing like its own products.
Returns due to sizing errors had been a problem for a company selling children’s clothes on the Internet. Outsourcing solved the problem thanks to the supplier’s analytics.
Small businesses historically have not had equal opportunity in outsourcing because they didn’t have enough employees to make it financially feasible. Now there is a comprehensive suite of HR services available to companies of all sizes, including those with 1-75 employees.
The Community Health Plan of Washington had an enviable problem: its growth rate topped 300 percent a year. It needed a supplier who could handle that growth. Adaptis, with offices in the US and India, was just what the doctor ordered.