Businesses looking to outsource are increasingly demanding the ability to report on key metrics via customer portals, says business intelligence vendor Yellowfin.
According to Yellowfin CEO Glen Rabie, momentum for outsourcing continues to grow. However, companies that have previously outsourced have learned from past experience and now expect far more of their suppliers than a simple reduction of expenses.
“In the early days of outsourcing, companies just looked at their transaction costs and didn’t think through all the implications for their business,” Rabie said.
“This meant that those who outsourced their HR function had less control over how they met their regulatory and insurance obligations, while companies outsourcing their marketing or product fulfillment lost access to key customer data.”
He said businesses are now requiring their outsourcers to provide extensive reporting of a wide range of business metrics to enable them to track performance indicators and ensure they meet their regulatory obligations.
“Regardless of whether they are a full service provider or deliver Software as a Service online, today’s outsourcers are expected to demonstrate a level of sophistication in their business intelligence that keeps the customer fully informed about the function being outsourced.”
