Three years ago our documentation and customer communication was outsourced. The upside meant fewer internal headaches, as was the case with many other businesses at the time where the outsource model was strategically favored. As such, systems alignment was not a necessity and IT focused on other priorities.
The result was that a centralized coordination point emerged in order to coordinate all the necessary steps in the process, as well as internal resources to manage the content or the solutions. All of this was previously managed by the outsource solution, resulting in overall less internal control and increased risk.
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