Outsourcing Assessment and Implementation

BUSINESS CHALLENGE
Competitors are outsourcing customer support organizations. It seems that reduced costs may enable them to increase margins and lure customers with lower cost products and services. It is not clear that outsourcing is the right direction for every organization, yet every organization must remain cost competitive to maintain market share. What is an approach that meets strategic business goals and creates the ability to maintain or lower cost structures?

Alternatively, many organizations have already outsourced support and are now concerned about whether support and customer satisfaction goals are being met, and if the service is cost-effective.

COVESTIC'S SOLUTION
Covestic quickly and efficiently assesses current support organizations to provide insight into the cost, effectiveness, and challenges faced by the existing approach. Based on this information and an understanding of specific business drivers and strategies, we lead an assessment of alternatives that may be applied to address improvements, including processes, tools, and staffing policies. We help our clients assess whether outsourcing is right for them. If it is, Covestic assists in selecting the right organizational match to achieve specific business strategies and put in place contractual measures and management practices to achieve measurable goals.

To determine whether to bring a support group in-house, we evaluate the current cost and effectiveness of the contractual arrangement, and compare it to likely internal results. The evaluation is based on similar organizations and the results achieved when appropriate processes, tools, and policies are in place.