hcl offers bpo services in 14 international languages, with widest reach

8/4/2019 HCL Offers BPO Services in 14 International Languages, With Widest Reach

1/13


2/13


3/13

BACKGROUND

CHALLENGES / OBJECTIVESSNAPSHOT

HCL creates shared services across 7locations for a global Pharma client, to bringabout process standardization andtransformation

A global pharmaceutical giant turned to HCL as it was discontented with itsdisintegrated finance & accounting processes with varied applications andprocedures spread across several European countries. It required a unified processwithout compromising the native language necessity and diverse VAT/legalprocedures

HCL brought about complete process transformation by drawing from its integratedglobal delivery capability to offer an integrated delivery model. HCL also de-scaled

the language skill requirement and developed a language translator tool for easybusiness language translation to be used by specific domain analysts

Disintegrated multi-lingual finance & accounting processes spread acrossEuropean operations with different applications and procedures

Invoice processing in native languages

Complex and diverse VAT procedures for various European countries

Compliance to SOX procedures and audit

Deep need for process standardization and consolidation

Horizontal: Business Services

Industry served: Pharmaceutical

Service Areas: Finance & AccountingOutsourcing

Tools & Technologies: Client in-houseDocument Management Tool, BusinessProcess Management Tool and PopularERP


4/13

RESULTS / BENEFITS

THE SOLUTIONProvided support to create a client shared business service center with process

harmonization and standardization across 7 geographic locations

De-skilled process and language requirements; successfully implemented the

clients in-house tools, and deployed language specific domain analystsDeveloped a language translator tool for easy business language translation

Enabled process transformation - from manual to workflow based automation

Developed 2 Lean/Six Sigma Green Belt Projects and Partnership Projects forlegal entity integration, exception management, process improvement, andtool implementation for new entities

Seamless transition of domain specific processes by drawing from our globaldelivery capability to offer our client an integrated (nearshore-offshore)delivery model

CUSTOMER TESTIMONIALS

It's great working with you. Please extend a bigthank you to all HCL employees providing servicesto the project. It's a great achievement and we arelooking forward to working with you to make theproject a great success story. Director

Its a great professional and human opportunity towork with HCL! Thank you for all your support.-Italy Process Steward-

We had a Regional SOX Audit for invoices withsample taking for every country (except NL) and wehad no finding - 100% clean. So congratulations tothe local and offshore teams! Well done!

- EMEA PtP Lead

Seamless and successful transition of P2P invoice processing across 7 European locations

100% SOX audit complianceMultilingual service delivery supporting German, Spanish, Italian and French languages, apart from English

Exemplified Quality Standards delivering 99.9% accuracy in processing, thus exceeding service levels

20% productivity efficiency passed on after the first year of operations

Robust governance framework ensuring a risk mitigated approach

Excellent C-SAT ratings - 7/7 for overall satisfaction and other parameters

HCL has emerged as a trusted, strategic partner


5/13

BACKGROUND

CHALLENGES / OBJECTIVES SNAPSHOT

HCL brings transformation across premediaservices and operations to a large US basedmagazine publisher

A large US based leading specialty magazine publisher required managed mediaoperations to be provided to over 70 publications in the space of magazines andspecialized trade directories. The client was also looking to adopt the Variable Pricingmethodology for significant cost benefits

It chose HCL to provide transformational Media Operations through strategic sourcingbased on our exclusive integrated workflows that deliver content via severalpublication formats (offline & online) such as print media, websites, applications andsocial media. HCLs Variable Cost model and integrated global delivery capability wasan added advantage.

Seamless management of media operations and premedia services for over70 publications (Magazines, Directories and Websites)

Technology transformation for workflow and editorial content managementapplications

Leveraging the Variable Cost Model

Quality Management (Stringent SLA Regime)


Industry served: Media & Publishing

Service Areas: Media Operations & PremediaServices (Outsourcing)

Technologies:HCL developed IntegrationPlatform


6/13

RESULTS / BENEFITS

THE SOLUTIONEnd-to-end service offerings from magazine design to production, along with superior fulfillment, copy

centers, web production, managing content from printed collateral and managing content towards eventand specialized tradeshows

Seamless technology integration of Page Planning systems with Editorial Management along with ContentManagement, Print Workflows and Systems

Logistical management of printers across the globe towards content production for Print and Digital Mediastreams

The innovative Hub-Spoke model drew from our integrated global delivery capability to provide the right mixof primary and secondary delivery centers

Stringent quality management, solid governance framework, and automated processes ensured accuratereporting of metrics

HCL demonstrated its employee rebadging skills with a focus on long term retention of key resources

A blended service mix - nearly 40% onshore and 60% offshore for the first year followed by a gradual

change - 30% onshore and 70% offshore

Variable pricing with an overall cost savings of 40%, and an additional 10% through HCLs Best Practices and

Workflow IntegrationIndias First Technology Integration - Integrated workflows in the production of content and the creation and

production of all publications: print media, websites, applications and social media

Parallel publishing through leading industry specific Digital Publishing Tools in the space of Proofing and PagePlanning Systems

Magazine production management from 3 different regions the Americas, EMEA and ANZ

Automation of process metrics and reporting


7/13

BACKGROUND


HCL delivers Operational Excellence and costsavings of USD 10Mn by applying production andpsychological theories to back office processes

A multinational innovative manufacturer of auto components, medical supplies,adhesives, abrasives and other products, required quicker order entry processesand wanted the Turn Around Time [TAT] to be significantly lowered. The client wasalso looking for exceptional operational excellence and quality, and was keen toapply Best Practices to its order management process

It turned to HCL to leverage its 24x7 operations to ensure quick order entry and toachieve 99% quality assurance. It was also focused on implementing HCLs quality

initiatives that would result in measurable financial improvements

Reduce process cycle time by implementing Best Practices and cutting-edgetechnologies

Reduce Turn Around Time (TAT)

Ensure 99% expected quality in order entry


Industry served: Manufacturing

Service Areas: Order Management &Shipment Tracking


8/13

RESULTS / BENEFITS

THE SOLUTION

Key theories in psychology (Hawthorne effect and Cognitive DissonanceTheory) and production (Toyota Production System) were applied toback office processes, aligning good people with best practices

Value added services in the form of least cost routing in the logisticsmodel, thereby achieving faster deliverySynchronized low cost solution to handle the entire SLA metrics and

provide on-time every time visibility of order statusCentralized data access along with dashboard reporting and analysis

capabilities to help managers assess process performance metricsImplemented low cost automation rather than an ERP system, which

yielded significant savings in the form of license cost, time to market,and scalability

Leveraged key performance indicators and dashboards, and integratedquality control

CUSTOMER TESTIMONIAL

Congratulations on the successful completion of thisvery important and significant project. I sincerelyappreciate the team's efforts in delivering theimprovements in Quality while also drastically

improving Turn Around Time. The insights provided bythe project are extremely valuable (perhaps even moreso than the actual dollar value benefits). In fact, I havechallenged my team to look for opportunities toreplicate your approach and outcomes with theorganization here in the US.- Business Process Manager

This relationship won the prestigious QCI-DL ShahNational Award on Economics of Quality from TheQuality Council of India (QCI) and the DL Shah Trust.The Award recognizes successful projects of anorganization that have linked quality initiatives to realterm financial gains and competitiveness.

Cost savings of $10 million per year

Total outsourcing cost < $1 million per yearTurn Around Time (TAT) brought down from 15 hours to 3.40 hours99.5 % quality assurance on defective ordersSOX complianceVery Satisfied C-SAT score; Customers team looking at opportunities to replicate this approach and outcomeOperational excellence and employee satisfaction in line with HCLs Employees First (EF) value system


9/13

BACKGROUND


HCL improves operational flexibility and reducescost by over 50% in Order Management for aglobal supplier of office products

Our client - a global supplier of office products and services, required support forFax Order Management and was particularly keen on reducing the escalatingcosts of Order Management. Another key requisite was that the Perfect OrderRate be maintained at over 99% at all times

It chose HCL as its outsourcing partner to leverage the strong expertise and skillsin Fax Order Processing that HCL offers, which could significantly benefit overall

operational efficiency and flexibility

Perfect Order Rate to be kept at over 99% at all timesSmooth communications to be ensured between end customers,

suppliers / vendors, carriers / forwarders

Reducing the escalating Order Management cost


Industry served: Retail & CPG

Service Areas: Order Management


10/13

RESULTS / BENEFITS

THE SOLUTION

The solution comprised several processes, which were streamlined for optimaleffect:Processing fax orders received from customers and ensuring the systematic

follow-up of incomplete ordersOptions for credit card information from customers / banks to process online

ordersResolving customer queries through email and chatTracking open POs and expediting vendors for scheduled deliveriesMonitoring scheduled product deliveries to end customersProviding Business Review and Usage reports to national account managers

for a holistic view of operations

CUSTOMER TESTIMONIAL

I am especially proud of the relationshipthe organization has with HCL since I am

the one who made the first decision to workwith you. (I would not admit it if the resultswere not so great). I appreciate all you dofor us and have all the confidence in theworld that we will continue to have a longand prosperous relationship. Thanks againfor your time, efforts, and results.

- V.P. Customer Service, Business SolutionsDivision

Fax Order Accuracy Rate increased from 95% to >99% at all times75% of Virtual Warehouse vendor issues were resolved within 0 1 day

Improved operational flexibility with more than 1 million orders processed every yearReduced order management costs by 50%Achieved 99% on-time delivery through real time route management


11/13

BACKGROUND

CHALLENGES / OBJECTIVESSNAPSHOT

HCL leverages its integrated businessmanagement solutions to deliver cost savings ofUSD 5 million per year for a global retailer

Our client - an established chain of mid-to-high range stores in the Retail industry, wasparticularly looking for support in Customer Service Voice & Early Stage Collectionsfor proprietary Cards, along with email and back office support for Customer Service &Billing Adjustments. It further required measurable quality improvements and rapidscale-up during the holiday season, combined with the cost arbitrage advantage

HCL was chosen to specifically handle the Fortune 500 retailer's credit card accountservicing and collections and HCL deployed close to 600 resources to exclusivelymanage the process, and provided effective Real Time Queue Management. HCLscontinued efforts to strengthen the relationship yielded several positive resultsincluding exemplary cost efficiencies

Customer Service Voice & Early Stage Collections for proprietary cardsEmail and back office support for Customer Service & Billing AdjustmentsIncrease debt collectionReduce operational expenses, and scale to global operations fasterDeliver measurable quality improvements and operational efficiencyEnhance customer satisfactionRapid scale-up during the holiday season


Industry served: Retail & CPG

Service Areas: Credit Card AccountServicing and Collections


12/13

RESULTS / BENEFITS

THE SOLUTION

We deployed close to 600 resources to manage the collections and credit card accounting processesProvided a separate customer helpdesk to give customers timely and accurate information on credit

card products and billing enquiriesDeveloped an in-house escalation handling mechanism and developed capabilities to handle advanced

queriesGenerated canned responses based on the queries, which are being used onshore and offshoreCross skilling of email and billing adjustment advisors to cater to peak volumesAdopted the Integrated Business Management System (IBMS) quality model for operational efficiency

and for increasing debt collections

Cost savings for the client of USD 5 million per yearHandling 6 million (inbound/outbound) credit card customer service calls, and over 6 million credit card management transactions per

annumReal Time Queue Management support catering to volume spikes & fluctuations, break management, forecasting, staffing &

scheduling, capacity planning and headcount managementCollection amount of over USD 200 million per year98% quality accuracy and steep ramp-up by 40% during the holiday season96% collections achieved during the bucket 1 period of 30 daysCustomer satisfaction scores improved from 77% to 82% through sustained initiatives; consistently maintained in the Top Two Boxes

(TTB) ofSatisfiedand Very SatisfiedThe Net Process To Pay (PTP) percentage is the highest across all centers handling collections (4 self managed centers and the fifth

being managed by HCL)Cost per call in Customer Satisfaction was reduced by 25% through sustained improvement effortsPer email cost reduction of 25% delivered through sustained efficiency enhancement initiatives


13/13

Hello, Im from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering tobuild superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 80,000 of us bright sparks are busydeveloping solutions for 500 customers in 31 countries across the world.

How can I help you?

www.hcltech.com

hcl offers bpo services in 14 international languages, with widest reach

Documents