"In November of 2008, we made
the difficult decision to outsource the majority of our XYCOR support to
XyberNET. This was actually implemented in February of 2009 and has
been extremely successful for us.
We have been a XyberNET
customer since 1985. We utilize xyCredit, xyClaims and Datarray. For
most of this time, we had a three-person internal team for front-line
support, reporting and small to medium system modifications. Larger
projects were outsourced to XyberNET as well as training and upgrade
assistance. Our three person team had almost two decades of collective
experience working with XYCOR.
There were several compelling
factors driving the decision to outsource:
Cost / overhead associated with the management of the internal resources
Difficulty and cost when upgrading XYCOR due to the many system changes
that we made that were not included in the base code
Constantly increasing back-log of work requests
Our outsourcing agreement
with XyberNET has been very successful for us in a number of ways:
has allowed us to complete projects in a more timely fashion
with increased quality.
the modification we need is specific to us, it is made to the base XYCOR
code so that it will be available in future releases and not have to be
modified or applied again when we do an upgrade.
While we have an outsourcing agreement with XyberNET, they still have
maintained their support/problem resolution agreement that goes with
yearly maintenance agreements. Corrections to problems are not billed
towards our outsourcing agreement.
are not limited to just three resources.
assign projects to XyberNET and they use their full range of resources
to get the assignments completed.
When we need additional capacity to manage high-priority or fast-tracked
projects, XyberNET is able to apply additional resources to meet those
needs. This means that we can have more assignments
executed concurrently, which has reduced our back-log of requests.
In closing, outsourcing our
XYCOR support to XyberNET has benefitted us with lower
higher quality and easier upgrades. Thank you, XyberNET."