>>>Moreover, customers subjected to off-shore support are bolting for
alternate suppliers who care enough to hire people who speak their
language, and understand their culture. Add to that the fact than
certain elements of the work that has been outsourced, especially EDI,
are poorly understood by many off-shore outsource firms. There have
also been instances of off-shore providers ignoring privacy laws that
were meant to protect the client's customers.
I agree 150%, I fought very hard to get rid of GXS (and finally
won) after their customer support was moved the Philippines. It was
absolutely horrible even though I dealt with them somewhat rarely, often
requiring half a day for the simplest of issues. One of my emails
to our sales rep that shows exactly how I feel and why I feel like I do
about overseas outsourcing (in an EDI context):
I am writing this email to say that I am absolutely disgusted with your
customer service, never in my life have I been given such a run-around,
talked to such poorly trained representatives, or been simply hung up on
in the middle of a call. We are looking into switching from a dialup
connection to a TCP/IP connection over a VPN; I needed to know how much
we would be charged for the initial setup. On this simple question
alone I spoke with 4 representatives, being passed from one to the next,
the majority of whom didn't even understand what I was asking much less
the answer or where to find it. Somebody then actually knew enough to
transfer me to the correct department, where after being connected to an
American I had a detailed answer in less than 3 minutes, approximately
two full hours after I began looking for this information. I understand
that you probably have your customer service in Asia to save money, and
you probably even pass that savings onto the customer, which is great.
However I must call the actual savings into question, I have spent a
little over 3 hours on the phone today with your representatives, which
costs my company about $100 in my labor alone. Also, consider we have a
critical ASN that needs to be sent within minutes of a truck leaving our
warehouse or risk losing future business with a client and we are having
a problem. Would I have to spend 3 more hours getting passed around
from incompetent representative A to incompetent representative B to
incompetent representative C, while our supplier rating drops before my
eyes? What this boils down to is that we wouldn't think twice about
paying an extra $50 or $100 a month to have reliable, responsible,
accountable, knowledgeable and helpful support by native English
speakers, but we would think twice about staying with a VAN that refuses
to offer any of that. Please don't get me wrong, outsourced
representatives work great to tell you when your next payment is due, or
to put your newspaper on a vacation stop, I just don't have any
confidence left in them for more complex issues, and I really don't see
yours proving me wrong anytime quick.
Regards,
Adam Becker
EDI Programmer
Northern Engraving Corp.
P: +1 608.269.XXXX x439
F: +1 608.269.XXXX
http://www.norcorp.com
-----Original Message-----
From: [email protected] [mailto:[EMAIL PROTECTED] On Behalf Of
Art Douglas
Sent: Monday, October 09, 2006 11:48
To: [email protected]
Subject: Re: [EDI-L] Help Me Plzzz
I am not in a position to answer the first part of your request.
Industry stats are better supplied by somebody else.
Probably the hottest thing in EDI at this moment is being called
on-shoring. For several years now, corporate strategists in the US and
Western European nations have been outsourcing EDI and IT to third-world
nations because of the lower cost. What they did not count on was the
fact that they have given up far more in terms of flexibility, customer
satisfaction, etc. than they have gained. It often requires more in
terms of coordination with the off-shore provider than the original
savings. Moreover, customers subjected to off-shore support are bolting
for alternate suppliers who care enough to hire people who speak their
language, and understand their culture. Add to that the fact than
certain elements of the work that has been outsourced, especially EDI,
are poorly understood by many off-shore outsource firms. There have
also been instances of off-shore providers ignoring privacy laws that
were meant to protect the client's customers.
All this creates the ideal enviornment for on-shoring, where savvy
western corporations are reordering their operations to be handled
either in-house, or by outsourcing firms in their own countries.
I hope this helps.
Art
PS: I am available for on-shoring opportunities in the good ol' U.S. of
A.
>-----Original Message-----
>>From: achyut eshwar <[EMAIL PROTECTED]>
>>Sent: Oct 9, 2006 3:41 AM
>>To: [email protected]
>>Subject: [EDI-L] Help Me Plzzz
>>
>>Hello All,
>>
>> Clould any of you please let me know where do i find details about
the major applications that are used to work on EDI (Such as Gentran,
Biztalk, etc). I need to know the market share, related statistics for
the same.
>>
>> Also please let me know What's latest & hot in EDI as of now...
>>
>> Waiting for your reply.
>>
>> Warm Regards,
>> Achuteswar
>>
>>
>>
>>
>>---------------------------------
>>Get your email and more, right on the new Yahoo.com
>>
>>[Non-text portions of this message have been removed]
>>
>>
>>
>>
>>
>>...
>>Please use the following Message Identifiers as your subject prefix:
>><SALES>, <JOBS>, <LIST>, <TECH>, <MISC>, <EVENT>, <OFF-TOPIC>
>>
>>Job postings are welcome, but for job postings or requests for work:
<JOBS> IS REQUIRED in the subject line as a prefix.
>>Yahoo! Groups Links
>>
>>
>>
>>
>>
>>
>>
>>
>
>
...
Please use the following Message Identifiers as your subject prefix:
<SALES>, <JOBS>, <LIST>, <TECH>, <MISC>, <EVENT>, <OFF-TOPIC>
Job postings are welcome, but for job postings or requests for work:
<JOBS> IS REQUIRED in the subject line as a prefix.
Yahoo! Groups Links
This email message and any attachments are for the sole use of the intended
recipient(s). This email and any attachments may contain confidential,
privileged or otherwise protected information, including legal protection under
the Health Insurance Portability and Accountability Act (HIPAA). If you are not
the above named intended recipient, you are hereby notified that any use,
disclosure, printing, copying, or distribution of this email or attachments is
strictly prohibited and may subject you to criminal and/or civil penalties. If
you have received this email in error, please immediately notify the sender by
telephone or reply email and destroy this email
...
Please use the following Message Identifiers as your subject prefix: <SALES>,
<JOBS>, <LIST>, <TECH>, <MISC>, <EVENT>, <OFF-TOPIC>
Job postings are welcome, but for job postings or requests for work: <JOBS> IS
REQUIRED in the subject line as a prefix.
Yahoo! Groups Links
<*> To visit your group on the web, go to:
http://groups.yahoo.com/group/EDI-L/
<*> Your email settings:
Individual Email | Traditional
<*> To change settings online go to:
http://groups.yahoo.com/group/EDI-L/join
(Yahoo! ID required)
<*> To change settings via email:
mailto:[EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]
<*> To unsubscribe from this group, send an email to:
[EMAIL PROTECTED]
<*> Your use of Yahoo! Groups is subject to:
http://docs.yahoo.com/info/terms/
