Aligning Software and Services


In working toward a single objective, it is better to have a single provider for software and services rather than splitting the work between two organizations.


“If you have two different service providers you have two different contracts, two sets of service levels and it’s very difficult to meld that together into one service that you’re actually providing to your insureds.”


Ann Weaver, MphasiS


The technology and service are best aligned under a single provider for several reasons. It avoids conflicts in which one partner blames the other; it is easier to ensure that everyone is aligned toward one objective; and it increases the likelihood that service level objectives will be met efficiently and effectively, adding up to the desired business outcome.


Copyright © 2012 by A.M. Best Company, Inc. All rights reserved. No part of this report may be reproduced, stored in a retrieval system or transmitted in any form or by any means; electronic, mechanical, photocopying, recording or otherwise.


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