Transforming an Antiquated Billing Process in Three Easy Steps

OUTSOURCING CENTER — Deciding to outsource can be a tough decision for many companies. PUMA, the sport lifestyle company, had strong evidence it was time to stop doing things in house: A customer told the billing department he hated PUMA’s invoices.

“The customer sent us a letter telling us whoever designed our invoices should be fired. We realized we weren’t the experts. We had to do something because our customers expected us to be easy to do business with,” recalls Brian Good, director of outsourced relationships.