Is Outsourcing Out?

Accounting Technology,  November, 2006  

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Outsourcing has developed a bad reputation over the past few years-Intuit's brief venture into India in 2004 ignited customer outcries, forcing the company to pull out almost immediately. Similarly, ATX/Kleinrock, in an almost panicked explanation, says that it used Indian support only for overflow questions, but no longer needs the help.

But is the idea of seeking help from other countries really that taboo? It depends. "When it's technical, it's more challenging to outsource, be it inside or outside the U.S., because they need a deep understanding of core competencies," says Sasan Goodarzi, vice president of Intuit's professional tax business. Repeatable tasks, such as customers checking accounting or billing information, can be outsourced, but after the "unacceptable experience" two years ago, the company found it better to keep tech support in house. Drake Software doesn't outsource any support. "It's better to have local control," says Alan Keling, vice president of ...