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Yerrrr OUT!!!

The decision to outsource can be a difficult one, but sometimes all it takes is a littlebit of research. Mark Burnam, claims technology director for ...

By Robert Regis Hyle | Updated on July 31, 2003

The decision to outsource can be a difficult one, but sometimes all it takes is a littlebit of research. Mark Burnam, claims technology director for the Kemper Auto and Home Group (KAHG), a division of Unitrin, says the decision to outsource its first-notice-of-loss calls wasnt too difficult once the research was complete. Did we want to spend money building or buying software to support the intake process? he asks. The answer was no, not when KAHG could leverage the technology investment made by the outsourcer it chose to handle the call center.

Of course, no decision to outsource is easy, no matter what size the company. But knowing what your company does well and what others do better is a good place to start, and thats why Sutter Insurance Company chose to outsource its technology department. Fiserv, the company Sutter chose, had a lot of economies of scale we couldnt duplicate at our size, says Diane Kleinecke, vice president of finance and accounting for Sutter.

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