No matter the sector, enterprises today have never felt such pressure to streamline business processes and information technology spend. The need to reduce operational expenditures while at the same time ensure the best possible service to internal stakeholders and external customers continues to daunt decision-makers, with executives exasperated at what they perceive to be a classic prisoners’ dilemma. However, by engaging with a small number of experienced and diversified outsourcing vendors, firms can ensure greater levels of efficiencies, without sacrificing operational quality.
Today’s enterprise must manage more complex operational processes than at any other time. This has partially been driven by innovations in technology, which are changing the manner in which consumers interact with firms from which they buy products and services, placing a major cost burden on internal CRM managers, who are obligated to invest in the latest channels, hardware and infrastructure needed to ensure end-user loyalty. Another major cost burden is that of compliance, which is due to both legislation as well as simple prudence. The need to prevent fraud, cyber-theft and the physical compromise of facilities is also driving up the costs of operations for companies across industries, in both developed and emerging economies. And what of other pressures such as quality assurance demands, network infrastructure management strains and the demand for more virtualized capabilities?
In such circumstances, even the most profitable firms need to find ways of rationalizing outgoings. One of the most obvious choices in such a circumstance is to find outsourcing partners that can provide the needed operational assistance at an equal level of quality (if not higher) than could be done internally, at a price point preferably lower than what was being spent on in-house resources.
So where should a procurement manager look first for such multi-faceted partners? A reasonable approach would be to examine their current suppliers in order to see if any have the capabilities to go beyond just a small number of service lines. If so, entertaining discussions to see if larger, more broad engagements are possible could lead to significant cost savings and improvements in performance. This approach is also wise from the standpoint of the enterprise’s supplier management strategy. In recent years, more companies have sought to reduce the number of outsourcers with which they work, due to the time and resource needed to oversee multiple relationships. However, what is key in this approach to vendor management is ensuring that the right partners are found to alleviate the business pressures of that particular enterprise. Hence, vertical experience, familiarity with the enterprise’s existing systems and corporate culture, as well as understanding local compliance needs must be prime considerations when choosing a vendor partner.
Conduit Global is uniquely positioned to provide clients across the vertical spectrum with the well-rounded functional delivery capabilities discussed above. With two decades of experience in providing both voice and non-voice front-line services, as well as a cloud offering that takes into account mature and emerging IT functions, our clients benefit from experience in helping achieve operational efficiencies and customer experience.
In the final analysis, any enterprise doing business in the current commercial atmosphere is going to feel intense pressure around cost management and customer experience excellence. But, this need not mean ongoing headaches, provided a small number of vendor partners are in place to manage those functions that firms feel comfortable moving to the right outside parties.