At Intelenet, IT and Process consulting are strictly enablers to outsourced business processes. In short, this means that we deploy innovation in technology and processes as a way of saving you money while improving service levels.

Over the last 7 years, we have successfully managed outsourced operations for our Indian and global clients and have developed considerable expertise in the areas of process management and migration of processes.

This expertise has enabled Intelenet to deliver quantum benefits to our customers by applying structured operations management methodologies such as COPC, and through process improvement methodologies such as Six-sigma.

As a result of various projects for our customers in India and a number of other related assignments, Intelenet has now developed a pool of trained and experienced resources in the area of LEAN, COPC and six-sigma to manage process improvement initiatives. Additionally, our strong delivery capability is reflected in our process design and implementation team, who have hands-on experience in the area of assessing outsourcing potential of operations, designing detailed operations design, planning and implementing migration programs.

Thus by combining the best of people, processes, technologies and operating models along with potential savings offshore, Intelenet can provide a high-value, high-quality solution to our clients.

Process consulting – Our service suite

Intelenet’s capabilities range spans the entire spectrum of operations management, ranging from consulting on Business Process Management Systems to areas of more strategic impact including process re-engineering and business analytics.With a dedicated team of professional resources in the area of Six-sigma and COPC, Intelenet is well positioned to deliver these services onsite or offshore to our global customers.

From a process management perspective, Intelenet consultants are well versed and experienced in industry-standard methodologies such as Statistical Process Control, Six-sigma, etc. Our consultants have undertaken projects with an objective to deliver Operational Excellence in a service operations environment. A list of our capabilities in this area is given below.

I - Process Excellence

Our offerings in Process Excellence

Call Forecasting & capacity modelling :
IVR Optimisation :
Transaction Monitoring Framework:
Process Audits:
Minimum Skill Verification:
Cost of Poor Quality:
Incentives & payouts:

II - Process Management:

Our offerings in Process Management

Process documentation:
FISH Methodology:
Fail Proofing Processes :
Statistical Process Control:

III - Six Sigma Consulting

Our offerings in Six Sigma Consulting are

Process Synergising .
Benchmarking Exercise:
Process Improvement:
Training

Outsource consulting – Our service suite

With a successful track record of managing the migration of back-office and customer service processes for Fortune 500 companies, Intelenet has developed expertise to assess the outsourcing potential of the operations of companies across verticals such as Banking and Financial Services, Travel, Retail and Manufacturing varied companies and develop cost-benefit business cases and advise on the entire gamut of migration planning and design.

Intelenet’s outsourcing capability spans the entire lifecycle of the Outsourcing decision beginning with Process analysis to determine their potential for outsourcing, continuing through the development of financial models to assess project costs, implementation costs and cost savings through the project, and finally concluding with the detailed operations design, planning and implementation of the migration to an external partner.

Intelenet can advise organizations who are considering the offshore outsourcing decision across the following specific areas:

	Cost-benefit analysis Developing customized business cases for Banks that will address the cost of initiating, implementing and closing such Outsourcing projects end-to-end.
	Outsourcing risk analysis Identifying and analyzing key risks involved in the Outsourcing process and recommending mitigating measures as a part of the design and implementation of such projects.
	Process Selection Identifying processes with operations which lend themselves to be outsourced in a cost-effective and risk-managed manner.
	Partner selection Recommending an appropriate outsourcing model in respect of the vendor strategy, i.e. a single vendor or multiple-vendor strategy, etc.
	Location selection Recommending appropriate delivery locations based on the nature of the process, need for distributed vs centralized operations, customer distribution, etc.
	Contracting & SLAs : Identifying appropriate operational metrics and incorporating these into an appropriate contractual framework with vendors.
	Transition planning & Implementation Understanding and planning all such required activities in order to design, build and test the capability at the vendor’s end, develop the operations capability and sustaining quality and productivity.

IT Consulting

Intelenet has strong expertise in developing and deploying numerous technology enhancements across multiple engagements. Following are examples of how Intelenet has utilized technology to impact our clients:

	Deployment of a workflow solution for the India-based operations of a U.S. credit rating bureau. Intelenet evaluated the market space, selected vendors, deployed the solution at substantially lower costs and re-engineered the same solution to the client site in the United States.
	Creation of an automated solution for the UK's largest mail order retailer of music to monitor call quality, which is now being rolled out to other service providers in the client's network of service providers.
	Development of a GUI-based solution for a leading U.S. mobile voice and data communications provider to better handle the various types of calls facing agents which resulted in a 30 second reduction in Average Handle Time (AHT).
	Digitization of as much as possible to create a paperless environment.