The
Many Virtues of Virtual Services You can outsource
almost any function over the Web
The young founders of Manhattan's StockObjects don't need a
pep talk on the power of the Internet. That's where they make
their living, marketing a Web-based library of animated
pictures, 3-D models, and other multimedia elements for
companies' Web sites. And when they need to custom-produce
projects for their library, they hire programmers from around
the world -- again, over the Internet. So when StockObjects
wanted some Net-savvy financial help, Chairman and President
Mark Tribe turned to a Net-focused accounting firm for help:
Virtual Growth Inc.
The firm, also in Manhattan, offers clients such as
StockObjects the services of a chief financial officer,
controller, and accountant over the Net. For example, as part
of the ''Virtual CFO'' service, StockObjects Chief Operating
Officer Jeff Phillips plugs quarterly financial data into an
Excel software template set up by Virtual Growth, and the
program generates a balance sheet and cash-flow projections.
Phillips E-mails those spreadsheets to the firm, where an
assigned CPA interprets the data and advises the company on
strategy. Besides acting as CFO, Virtual Growth does
traditional accounting work, files tax forms, takes care of
payroll, and pays the bills. The total cost: $1,700 a month.
Granted, it's not quite the same as having a full-time
financial staff. Business communications are handled mostly by
E-mail and telephone, along with periodic face-to-face
meetings. But hiring a full-time CFO could cost $100,000 or
more. StockObjects President Tribe says the arrangement works
well for now. ''They're not a substitute for a CFO -- they're
allowing us to go longer without one.''
''GOT TO BE CHEAPER.'' It's the latest twist on
outsourcing: Small businesses are starting to get help from
virtual services camped out on the cyber-frontier. Do a little
surfing and you'll find ''virtual assistants'' who
word-process, plan events, and handle other office chores over
the Net; online consultants who dispense advice by E-mail; a
computerized transcription service; and human-resource
management companies that let you tap into expensive software
for managing employee benefits. These virtual service
providers will probably never shake your hand. The bulk of
their work will be done by E-mail, electronic file transfers,
password-protected Web sites, and Web-based software.
Although the move to ''virtual services'' is in its
infancy, small-business consultants say these services are
worth considering. Outsourcing, in general, can cost 50% less
than hiring a full-time employee, according to Hackett Group,
a Hudson (Ohio) consultancy. And Bill Ebeling, a partner at
Boston's Braxton Strategy practice of Deloitte & Touche
Consulting Group, predicts that more services will be
migrating to the Web soon -- particularly those that rely on
databases -- because of its greater speed, convenience, and
lower cost. ''If you can program something, and it fits 75% of
business situations, it's got to be cheaper than a human
being,'' says Ebeling.
Such thinking propelled Stephen King to start Virtual
Growth in December, 1995, figuring he could focus on financial
strategies for his clients while letting software handle the
donkey work. ''Clients don't want to pay for bank
reconciliations and sales-tax calculations, they want to pay
for consulting advice,'' says King, whose 17-person firm
serves about 50 small businesses, most of them new media
startups in New York, Boston, and Phoenix.
Another new service that hopes to capitalize on savings
from technology is Falls Church (Va.)-based V.com LLC, which
was launched in mid-August. The firm has created a database of
federal Occupational Safety & Health Administration
regulations that will let clients design their own compliance
program rather than pay a consultant. At V.com's Web site, you
fill out a questionnaire, and the database spits back both a
compliance checklist, tailored to your business profile, and a
schedule to follow to stay within the law. Fees are expected
to range from $550 to $1,000 a year, depending on the number
of users at a company.
Although the system won't alert you automatically when
regulatory changes take place, V.com's attorneys will update
the database frequently, and clients can check in to get
updates on changes. ''We could do this thing by hand, but we'd
have to charge about 10 to 20 times what we're charging,''
says Managing Partner David C. Frankil.
''TO DO'' LISTS. Need some secretarial or
administrative help? Thanks to the Internet, virtual
assistants, who often work from their homes for customers they
never meet, might make your business run more smoothly. For
fees ranging from $15 an hour and up for word processing to
$50 an hour for more sophisticated services, such as event
planning or publicity, virtual assistants handle business by
E-mail, file transfers, and Web sites. For example, at the Web
site of virtual assistant Chris Durst, owner of My Staff in
Woodstock, Conn., clients can check virtual calendars, where
Durst has scheduled their appointments, or get reminders on
their ''to do'' list, which she keeps current.
Meanwhile, Branch Office, owned by Amy Sarai in
Bridgewater, N.J., and her sister JuLie Hewett in Huntington,
W.Va., works with about 30 clients, some as far away as Japan.
Client Robert Horowitz, a Stamford (Conn.) investment adviser,
uses Sarai to supplement his part-time office help. ''Amy is
doing things for me that someone who's not in the virtual
world can't do, like searching the Web and managing E-mail,''
he says.
Another new service hardly depends on human contact at all,
thanks to voice-recognition technology. CyberTranscriber lets
clients such as Tom Thees, owner of the Pinnacle, a
120-employee company that owns three meeting and banquet
facilities in Toledo, dictate letters and memos from his
cellular telephone anywhere, anytime. Operated by Speech
Machines of Menlo Park, Calif., the service's computers
translate speech into text at 120 words per minute. After
proofreaders check for misspellings, the text is E-mailed back
to the client. In addition to a monthly subscription fee
(table), Thees pays about $3.50 a page -- the same as a local
transcription service -- but gets it back much faster.
Smaller companies are just starting to go online for access
to the type of sophisticated human-resources software big
companies use. Employease Inc. in Atlanta is marketing a new
service for small and medium-size companies that manages
benefits information on its computers. Company employees can
log on to a password-protected Web site to change or update
benefits information, and a company can analyze data to see
how it is utilizing benefits. At $1 to $4 per employee per
month, plus setup fees, it's cheaper than buying your own
software system, which can run upwards of $100,000. And you
don't have to install, maintain, or upgrade it.
HOMEWORK. In some cases, traditional outsourcers are
starting to offer a new Internet option as a convenience.
Roseland (N.J.)-based Automatic Data Processing Inc., a
big-payroll processor, plans to bring its service online in
the coming months. Clients will be able to log on to ADP's Web
site and enter all the relevant information on employees'
hours right into ADP's payroll database. Now, the majority of
ADP's 40,000 customers call in their payroll information.
If you're interested in finding virtual services, be
prepared for a little homework. Try using an Internet search
engine to browse under specific topics, such as accounting, or
inquire about virtual services with the relevant trade groups.
Checking references becomes particularly important when you
can't meet your virtual providers in the flesh and have only
their Web site to go by. And, as with any outsourcing, there's
no free ride. ''Remember,'' warns Heather Ashton, an analyst
with Hurwitz Group, a Framingham (Mass.) consulting firm,
''the function still requires management.'' Or, should we say,
virtual management?
By Anne Zieger
in Reston, Va.
This article was originally published
in the Sept. 14 print edition of Business Week's Enterprise.
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