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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 advice 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 advice organisations who are considering the offshore outsourcing decision across the following specific areas:
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Cost-benefit analysis
- Developing customised business cases for Banks that will address the cost of initiating, implementing and closing such Outsourcing projects end-to-end.
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Outsourcing risk analysis
- Identifying and analysing key risks involved in the Outsourcing process and recommending mitigating measures as a part of the design and implementation of such projects.
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Process Selection - Identifying processes with operations which lend themselves to be outsourced in a cost-effective and risk-managed manner.
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Partner selection
- Recommending an appropriate outsourcing model in respect of the vendor strategy, i.e. a single vendor or multiple-vendor strategy, etc.
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Location selection
- Recommending appropriate delivery locations based on the nature of the process, need for distributed vs centralised operations, customer distribution, etc.
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Contracting & SLAs :
- Identifying appropriate operational metrics and incorporating these into an appropriate contractual framework with vendors.
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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.
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IT Consulting
Intelenet has strong expertise in developing and deploying numerous technology enhancements across multiple engagements. Following are examples of how Intelenet has utilised technology to impact our clients:
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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. |
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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. |
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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). |
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Digitisation of as much as possible to create a paperless environment. |
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