When Employee Satisfaction is Key
…have its first Web-based open enrollment, which started in January 2001. “Any employee at any time can go onto the Web site that we developed with Hewitt and look at…
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Outsourcing Customer Interaction Management
…binders were issued. Then Del Monte began using outsourced Marketing and Sales Effectiveness (MSE) tools from Proscape Technologies, a Washington, PA-based software and professional services company. “Proscape has cut down…
How to Preserve Outsourcing Relations in the Midst of a Merger
…company structure. The challenge is to add Company Y’s work on a favorable basis. There’s more to the deal than just adding incremental volume, points out Wilkins. Company X will…
Just What the Doctor Ordered
…new statements exactly as needed. The two companies had a rocky start for the first 90 days because the medical group upgraded its internal software, which affected the database being…
IT Takes a Seat
…development and integration work. A typical seat consists of a grouping of physical hardware and software elements combined with a number of associated services, including PC and software; LAN connection;…
The New Sodexho Alliance:
…been easier than Sodexho’s half-purchase in 1998,” says Boyle. Sodexho has a history of allowing acquired companies the freedom to maintain their previously established outsourcing relationships and managerial structures. The…
What’s the Best Way to Outsource CRM?
…increasing amounts of self-service,” says Lawrence Byrd, CRM evangelist for Basking Ridge, New Jersey based communications systems and software provider, Avaya, Inc. “And if you do automation and interaction right,…
Straight From the Horse’s Mouth
…receive federal money, you’ve got to measure.” In a speech regarding his program for community and faith-based efforts he advocated, “Federal policy should become outcome-based, insisting on success …. “…
Government Call Center Achieves Excellence in Customer Service
…General Accounting Office (GAO) in its August 2000 report on customer service. The report found that federal agencies need clear goals and committed managers. There is no finer example of…
From Vision to Victory
…of its midrange computer systems. Curt Haines, Director of the Bureau of Consolidated Computer Services in the Governor’s Office of Administration for the Commonwealth, says they selected Unisys because it…
The Whole Kit and Caboodle
…IT training, network design, off-the-shelf software support, workstation moves/adds/changes, Nexus and Westlaw administration and management, Web services including Web development, email system, and voice management and administration (telephones, cell phones…
Judicial Middle Ground
…difficulties with services because the buyer had provided data based on an old, ineffectual system, and Compaq based its bid on that data. Because Compaq’s services have been so successful,…
Can One Size Fit All?
…Tool Shop MERANT ASaP provides the complex development tools utilized by software developers to create eBusiness applications. Via the Internet, MERANT allows distributed software development teams the ability to share…
Revenues Determine Rating
…will be software companies that write programs to be delivered on the Web. Instead of freezing the code at a certain point in its development so the company can ship…
Hays Sinks Its Teeth Into Document Processing
…the agency decided to outsource its data capture “to improve accuracy and save costs.” A combination of innovative document management techniques combined with the leverage of labor substitution led to…
Benefits Cures
…how to achieve its goals regarding human resources functions within the company. It happened as result of the company going through a merger and coming out of it not prepared…
Swan Saga
…do it the way we’ve always done it. By the same token, if Hewitt brought to the table a “best practice” that was not necessarily CNA practice, we would also…
Deciding What to Outsource
Careful Choices and an Advocate Increase Chances of Success One of the crucial decisions companies have to make is what to outsource. Companies can selectively outsource for services such as…
An ASP Plays Doctor with Database Health
…software forced the database administrator into a state of perpetual crisis management. “We’ve reengineered the all too common fire fighting model,” says CEO Vandy Van Wagener. Instead, dbDoctor enables a…
Prepared to Answer
…That was about 12 months ago, when dot-coms with no physical presence littered the business landscape. Schacht says things are different now. “The pure Internet-based companies or the dot-com segment…