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  • www.hexaware.com | marketing@hexaware.com

    Case Study

    Accelerated Digital Transformation Journey for a Leading European Telecom Provider

    Our Customer Founded in 1993, the client is an European Telecommunications major servicing 34 million customers with presence across 9 countries and catering to B2B (Business 2 Business) as well as B2C (Business 2 Consumer) customers, by providing mobile services, fixed broadband and telephony services, data network services, content services and global IoT solutions.

    Business Challenges The customer was apprehensive about outsourcing their back-office operations out of the country. The telecom provider wanted to outsource their B2B and B2C Back office process and retain the management of any escalations (E.g.: Second line and Technical Customer Support) and servicing High Value Contracts (E.g.: Large Business Customers) through their in-house team, due to the need of language requirements.

    Our Solution The telecom provider partners with Hexaware to build and operate a future state operating model using digital labor. Hexaware first establishes trust, builds a confidence level, while designing and implementing orchestrated phase-wide plan to address their business. Growth was the primary vision for the collaboration and our alignment with Client’s values and ethos created the perfect playground for it.

    The Telecom provider’s outsourcing strategy was to outsource B2B & B2C Back Office processes and retain the management of any escalations (for example. Second line and Technical Customer Support) and servicing High Value Contracts (for example. Large Business Customers) through their in-house team, due to the need of language requirements.

    Leveraging Hexaware’s inimitable Digital Managed Services (DMS) platform, automation and innovation capabilities, the client rallied Digital Shared Services Back Office Model, across these back offices in 9 countries. The project is a huge success and the relationship has evolved from a typical vendor-client relationship to a strategic partner and transcended to a point, where they also referred us to other prospects. Currently, we are servicing two large deals, referred by the client.

    https://hexaware.com/disruption-through-digital-managed-services/

  • www.hexaware.com | marketing@hexaware.com

    Transition from a Typical BPO Partner The client had an existing partnership, supporting their back-office operations from a near shore location and had high dependency. In 2015, Hexaware entered into a strategic partnership with the client, to create a Digital Back Office Shared Services. What they were looking in Hexaware was a challenger that would maximize their productivity and bring in innovative approaches and automation to manage their current operations.

    The Telecom provider’s outsourcing strategy was to outsource B2B & B2C Back Office processes and retain the management of any escalations (for example. Second line and Technical Customer Support) and servicing High Value Contracts (for example. Large Business Customers) through their in-house team, due to the need of language requirements.

    Hexaware’s Big Bang Approach

    The unique differentiator is our business innovation model of cannibalizing our own revenue for mutual trust and transparency. Our vision and approach towards automation, cannibalizing our own revenue to pass on the benefit to client was distinctive with the incumbents’ offerings. This was much appreciated by the client and paved the way to a long-lasting partnership.

    Our primary goal was to establish trust and build a confidence level, as they were entering a new business model and to alleviate their apprehensions of moving operations outside of the country. We chalked out a well-orchestrated phase-wise plan to address the business objectives while developing competitive advantages for the client. Hexaware quickly got to work, onboarding the processes and designing our solutions to alleviate the fears of our customer. We entered a more complex terrain of managing the B2B business of their Sweden and Netherlands operations.

    Knowledge transfer of processes was planned in detail and approach for knowledge transfer process was personalized for each geography depending on the complexity of operations. We had been operating with a resource strength of 150+, across all line of business. Close to 2 Million transactions were handled, in which 50K were adhoc transactions. The operations were spread across 9 countries; a distributed country specific model was followed. Centralizing the back-office operations and standardizing the processes for better governance and rapid transformation lead to cost savings.

    The Transformation Journey Growth was the primary vision for both of us and our alignment with Client’s values and ethos created the perfect playground for it. Once the processes were standardized and stabilized, Hexaware entered into the next way of partnership via Automation.

    Hexaware’s BPS practice automated 3 Processes

    and 2 Reporting Tools

    Invoice Copy Request Mobile Port Out

    Payment ConfirmationWFM/BI Tools

    Automated Knowledge Capture Tool

  • www.hexaware.com | marketing@hexaware.com

    Building a Future State Operating Model using Digital Labor

    Results

    Hexaware’s transformation strategy stemmed from our extensive telecom experience and BPO expertise. We envisioned a future state of operations formulated by a competent team, that comprised of RPA Experts, Domain Consultants & Transition SMEs. Our core team engaged with the client, to ensure a thorough understanding of the client processes.

    The project is a big success, with some major benefits as below:

    A customized change management framework was implemented from day one of transition, and all changes were addressed through these controls.

    By working together as one team along with the customer’s IT team, Hexaware is extremely proud to serve as a Business Operations’ partner in supporting Customers digital transformation journey.

    1. Proposed and Introduced Automation First in their Transformation Journey: Integrated WFM/BI tools, templates & RPA to provide automation benefits

    2. Zero Disruption to Business: Alleviated concerns of moving operations outside of Europe 3. Absorbed the risks, since this was a first-time outsourcer

    4. Productivity line Savings over the duration of engagement 5. Centralized Framework -Consolidated 2 locations -Sweden & Netherlands, to create an integrated and centralized shared

    services framework

    6. Multiple language Support

    56% reduction in overall AHT over the 1st year of operations

    50% reduction in AHT for invoice copy process.

    Quality metrics improved from 95% to an awesome 100%

  • www.hexaware.com | marketing@hexaware.com

    About Hexaware Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight by

    ‘Powering Man Machine Collaboration.’ We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything, Cloudify Everything, Transform Customer Experiences.’

    We serve customers in Banking, Financial Services, Capital Markets, Healthcare, Insurance, Manufacturing, Retail, Education, Telecom, Professional Services

    (Tax, Audit, Accounting and Legal), Travel, Transportation and Logistics. We deliver highly evolved services in Rapid Application prototyping, development and

    deployment; Build, Migrate and Run cloud solutions; Automation-based Application support; Enterprise Solutions for digitizing the back-office; Customer

    Experience Transformation; Business Intelligence & Analytics; Digital Assurance (Testing); Infrastructure Management Services; and Business Process Services.

    Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services

    company in the world to have a 50% digital workforce.

    Learn more about Hexaware at http://www.hexaware.com

    India Headquarters 152, Sector – 3 Millennium Business Park ‘A’ Block, TTC Industrial Area Mahape, Navi Mumbai – 400 710 Tel : +91-22-67919595 Fax : +91-22-67919500

    EU Headquarters Level 19, 40 Bank Street, Canary Wharf, London - E14 5NR Tel: +44-020-77154100 Fax: +44-020-77154101

    APAC Headquarters 180 Cecil Street, #11-02, Bangkok Bank Building, Singapore - 069546 Tel : +65-63253020 Fax : +65-6222728

    NA Headquarters Metro 101, Suite 600,101 Wood Avenue South, Iselin, New Jersey - 08830 Tel: +001-609-409-6950 Fax: +001-609-409-6910

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