Outsourcing has received a lot of attention as a way to reduce costs and improve operational flexibility. Sometimes, however, the best decision a company can make may be to keep the work in-house or to bring it back in-house.The latter is what happened to OneBeacon Insurance Group when the Boston-based subsidiary of White Mountains Insurance Group hired Opus Group LLC to evaluate and redesign its disparate underwriting processes.

After Opus Group re-engineered the insurer's workflow and aggregated data from several underwriting systems into one central repository, the carrier consolidated its call centers, which included bringing an outsourced first-notice-of-loss call center operation back in-house.

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