"Financial Giant Cuts Costs through Offshore Testing Services."

1. Case Study Banking, Financial Services & Insurance YOUR SUCCESS IS OUR FOCUS
Financial Giant Cuts Costs through Offshore Testing Services
Client Overview
One of the world’s largest diversified financial services organizations catering to the banking, insurance and investment needs of its customers worldwide.
Business need
The organization needed efficiency in their Consumer Liability operations.
This would be possible through:
Smoother operations and faster turaround times in fixing application failures of the Client
Liability System (CLS)
Reduced failure rates, suitable correction action and appropriate Support Log Maintenance
The Solution
Hexaware’s strategy was to provide cost effective offshore support for User Acceptance Testing The Master Support log was provided to the
(UAT) of applications such as Consumer Liability System (CLS) ensuring cost benefits for the
client’s application team on a daily basis
Bank.
with metrics captured at application and
Testing was implemented across 4 geographic regions and time zones region level in monthly and quarterly
Hexaware provided Level-1 support through its CLS support team which fixed allocation, and reports
minor data problems
Unacceptable return codes were escalated to the bank’s application developers through hot Calls Received
beeper and phone calls Region
Calls
Received
Resolved Calls Resolved Calls Resolved Calls
Level 1 Level 2 Level 3
Mid west 14 4
Failure analysis and resolution provided for each support call was registered in a support log West 7 7
East 33 3
Methodology
The Hexaware team followed a rigorous process for UAT support with each support call wherein Benefits
the issue was immediately logged, the problem analyzed, and resolution provided quickly at
Level-1. The process for UAT included the following stages: Fast turnaround time to fix application
Receiving the support calls from the customer and UAT Command Centre in the US and failures keeping operations smooth
registering information in the support log Freedom from Level-1 support to focus
Escalation of issues not resolved within the SLA timeframe of 30 minutes on more critical work
Capturing of comprehensive Daily Support details in the Support log Access to failure data and analysis
Cost advantage through outsourced
Technology Environment offshore model
Development Environment: VS COBOL II, VSAM,MVS, JCL, Tablebase, IDMS Clear analysis on frequent issues for
Deployment Environment: IBM Mainframe,Citianywhere 6.20 thin Client, VPN Connectivity thru suitable corrective action to reduce
Safe word card, File Aid 8.8.2, Interactive Output Facility (IOF), SAR (job outputs), OPC Job failure rate
Schedule
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