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Contents
BANKING, FINANCIAL SERVICES AND INSURANCE HEALTHCARE

8 Developing Strategic Solutions 26 ‘Lift & Shift’ Migration
Client: Bank of Ireland Provider: Dell Services Client: Owens & Minor Provider: Dell Services

9 Streamlining Operational Work ow 27 Global Website Management and Development
Client: Metlife Provider: Ci&T Client: a healthcare and consumer products company
Provider: Ci&T
10 End User Services
Client: a universal bank Provider: Microland Limited
HI-TECH

BUSINESS SERVICES 30 Developing Hotsites
Client: Yahoo! Provider: Ci&T
12 New Billing Processes
Client: Recall Corporation Provider: Dell Services 31 Remote Backup Management
Client: a leading software product company
13 Remote IT Infrastructure Management Service Provider: Microland Limited
Client: a FTSE 100 services company
Provider: Microland Limited
MANUFACTURING

CONSUMER PACKAGED GOODS 34 New IT & Apps Platforms
Client: Verso Paper Corp Provider: Dell Services
16 Agile Methodologies for Web Management
Client: Coca-Cola Brazil Provider: Ci&T 35 Automating Dealer Operations
Client: a large automobile manufacturer
17 SOX Compliance Provider: NIIT Technologies
Client: Unilever Provider: Capgemini

18 Leveraging Lean Methodology
TELECOM
Client: McDonalds Brazil Provider: Ci&T

19 Finance and Accounting Solutions 38 Enhanced Customer Experience- 360 degrees
Client: Coca-Cola Enterprises Provider: Capgemini Client: a telecom company Provider: Tech Mahindra

39 Business Ef ciency Through Shared Services
Client: an IP network carrier Provider: Tech Mahindra
DIVERSIFIED

22 Global Network Management
TRAVEL AND TRANSPORTATION
Client: a Fortune 10 global
conglomerate Provider: Microland Limited 42 IT Integration Project
23 Message Migration and Management Client: Enterprise Holdings Provider: Dell Services
Client: a Fortune 100 company Provider: Microland 43 Making Cargo Handling World Class
Limited
Client: a premier cargo ground handling company
Provider: NIIT Technologies
44 Streamlining Work ow
Client: a U.S.-based freight carrier Provider: DATAMARK

*All the information (text and logos) in this edition (GS Live, December 2010) is provided by numerous service providers. Global
Services is not responsible for the completeness, accuracy, reliability, suitability or legality for these case studies. Any reliance you
place on such information is therefore strictly at your own risk.


BANKING,
FINANCIAL
SERVICES AND
INSURANCE
DEVELOPING STRATEGIC SOLUTIONS /8
CLIENT: Bank of Ireland
PROVIDER: Dell Services

STREAMLINING OPERATIONAL WORKFLOW /9
CLIENT: Metlife
PROVIDER: Ci&T

END USER SERVICES /10
CLIENT: a universal bank
PROVIDER: Microland Limited

Sponsors

BANK OF IRELAND BANKING, FINANCIAL SERVICES & INSURANCE

Developing Strategic
Solutions
Dell Services delivered strategic At A Glance
CLIENT
solutions to Bank of Ireland Bank of Ireland (BOI)
SERVICE PROVIDER
Dell Services
INDUSTRY
The Client: highly sophisticated decision BFSI
SERVICE PROVIDED
ADM
Bank of Ireland is a leading Europe- making engine.

SOLUTION
an retail bank, providing corporate BOI needed a highly sophisticat-

Delivered long-term strategic
and retail banking services, foreign ed and fully automated money-
solutions and day-to-day appli-
exchange and hedging facilities, stock laundering detection solution
cations operating improvements
brokerage, insurance and fund man-
agement, and financial advisory Solution:
services. BOI was established in 1783 Dell Services formerly Perot Systems,
by Royal Charter and today has over delivered both long-term strategic
16,000 employees in eight countries solutions and day-to-day applications
worldwide. operating improvements to help BOI
SUCCESS METRICS
solve business challenges. The Bank of Ireland credits the collabo-
Situational Analysis: Customer Data System : Dell Services rative and interdependent relationship
Bank of Ireland (BOI) faced complex developed a customer records interface with Dell Services for expanding off-
issues in the delivery of applications linked to six other applications. shore capabilities, enhancing long-term
development and maintenance with- Transforming Legacy Applications : delivery, and improving business
in the functional areas of bookkeep- The Dell Services team developed and processes through gained knowledge.
ing, multi-channel architecture, and implemented a custom solution with Additional benefits for BOI included:
core banking interfaces. The bank a central repository for customer, A greater volume of applications
also needed to mitigate risk, control product, and service information. projects output.
application development costs, and Basel II & Sarbanes-Oxley Financial Meeting critical external deadlines
access additional resources to meet & Accounting Disclosure Mandates: for European and cross-border pay-
shifting project loads. To interface with existing systems, ments, and “Chip and PIN”
Bank of Ireland had the following Dell Services contributed expertise in Cost benefits by offshoring more
requirements: mainframe technologies, application than 350 person-years of labor to
Changes were needed to improve testing tools, and implementation of reduce onsite contractor costs.
customer experience. the SAP Bank Analyzer solution. Flat IT expenses over the past three
The bank needed to enhance Anti-Money Laundering (AML) years.
multiple applications and Technology Dell Services developed
peripheral systems to improve an application to extract data from the
flexibility and meet future mainframe system and built an
demands created by market dri- interface to a third party tool
vers and customer service needs. to detect, investigate, track, report,
For more information on how Dell can help
BOI required advanced banking and alert employees of suspicious your organization, please contact
technology systems including a transactions. Sujata_Rakhra@Dell.com or
Savitha_Lakshman@Dell.com.
Please also visit dell.com/services for
more information on their capabilities.


BANKING, FINANCIAL SERVICES & INSURANCE METLIFE

Streamlining
Operational Workflow
Ci&T improves operational workflow for MetLife

Situational Analysis: sulting, application outsourcing and
At A Glance
CLIENT
MetLife was looking for a solution to digital marketing services to its cus-
MetLife
streamline its operational flow, tomers – with its innovation, exper-
reducing the amount of manual tise and skill set. Through the part- SERVICE PROVIDER
processes and consolidating proposal nership, MetLife was able to work Ci&T
information into a single database with Ci&T’s experts to streamline INDUSTRY
while continuing to meet the compa- life insurance issuing process, creat- BFSI
SERVICE PROVIDED
Mainframe Migration
ny’s high quality standards. In order ing a state-of-the-art automated sys-

SOLUTION
to do this, MetLife needed a reliable tem named Morpheus. This allowed

Created a New Automated
partner to provide: MetLife to achieve higher workforce

System
productivity and better databank
A new, automated operational control management, vital in accom-
flow for life insurance issuing plish its goal of increasing clients to
process 100 million worldwide by 2010.
High-quality IT applications, Ci&T was able to meet every pre-
process controls and business established milestone and the project

“
rules. was completed within five months.
Project deliverables in a timely MetLife has achieved a reduction SUCCESS METRICS
and well-scoped manner. in the time required for issuing Ci&T was able to meet every pre-estab-
life insurance policies from 10 lished milestone and the project was com-
Solution: days to less than 24 hours. pleted within five months.
MetLife has achieved a reduction in the
MetLife chose one of the top applica- MetLife’s Brazilian unit reduced
time required for issuing life insurance
tion development companies in the the insurance proposals approval policies from 10 days to less than 24
world, Ci&T. Ci&T delivers con- time by 90 percent. hours
MetLife’s Brazilian unit reduced the
insurance proposals approval time by
90 percent
“When we invested in the implementation
of a new application by Ci&T, MetLife sought
an innovative tool that would allow the issuance
of policies with significantly greater efficiency.
Once successfully in use for our individual and
SMB customers, we decided that our corporate
clients would benefit from the tool as well. What
For more information on this service from Ci&T,
began as an isolated support tool is now critical write to leonardo@ciandt.com or visit their office
at Ci&T, 640 Freedom Business Center, Suite
to the daily operation of our business.” 210, King of Prussia, PA 19406.

BRENO GOMES, CHIEF INFORMATION OFFICER, METLIFE BRAZIL
Phone: +1 610 482 4810 Fax: +1 267 775 3347


A UNIVERSAL BANK BANKING, FINANCIAL SERVICES & INSURANCE

End User Services
Microland improves workforce productivity for a univer-
sal bank through total ownership of end user services

The Client: inability to support the rapid
At A Glance
CLIENT
The client is a universal bank head- expansion plans of the business.
quartered in Europe. The company A universal bank
operates over 2000 branches in 72 Solution: SERVICE PROVIDER
countries and employs more than The deliverables from Microland Microland Limited
80,000 people across the world. The included an introduction and man- INDUSTRY
BFSI
SERVICE PROVIDED
bank offers a variety of financial agement of a standardized end user

End user services
products and services under services delivery model across the

SOLUTION
Investment Banking, Asset bank’s infrastructure operations. The

Built a standardized end user
Management, Retail and Corporate salient points of the Microland solu-
services delivery model
banking to corporate and institution- tion were
al clients along with private and busi- Created a centrally located tech-
ness clients. nical help desk to provide
streamlined end user services
Situational Analysis through a single location that SUCCESS METRICS
A robust end user services model to catered to all the branches in the
TCO Reduction- Over 20% reduction
support the IT infrastructure of the geography. in TCO was achieved due to the consol-
bank was a critical element in deliv- Introduced a value centric frame- idation of multi location service desks to
ering high quality services to the work that leveraged analytics and a central location
bank’s customers. However, the bank automation to deliver enhanced Business – IT Alignment- By creating a
centralized service desk to serve multiple
faced challenges in maintaining the experience to customers while
locations and businesses, the IT team
quality of services -. reducing the costs. Some of the could scale up on-demand and keep
A geographically distributed and processes introduced were - call pace with the business growth
silo based IT support meant var- flow analysis, problem manage- High Performance.
ied end user experience across the ment analysis, automated perfor- Usage of advanced analytics and
automation in handling of the tasks
organization. mance tuning, workflow automa-
resulted in a First Call Resolution
Lack of a single point contact and tion, self-help portals and auto- (FCR) rate of 85%
ownership of tickets resulted in mated healing. This resulted in The client was able to realize an end user
high resolution times thus leading faster resolution of incidents, satisfaction rate of 96%
to employee productivity issues. reduced number of calls and bet-
Poor scalability resulted in ter service levels to the end users.

For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com


FC- BFSI

BUSINESS
SERVICES
NEW BILLING PROCESSES /12
CLIENT: Recall Corporation

REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICE /13
CLIENT: a FTSE 100 Services Company

Sponsors

RECALL CORPORATION BUSINESS SERVICES

New Billing Processes
Dell Services developed a highly customized revenue
management operation for Recall Corporation
The Client: Sevices to assist with their “Financial
At A Glance
CLIENT
Recall Corporation is a worldwide net- Transformation” project and develop a
work of document management com- roadmap of related activities to Recall Corporation
panies helping businesses securely improve billing processes and reduce SERVICE PROVIDER
manage their information throughout administrative costs. As part of this ini- Dell Services
its lifecycle. Their services include doc- tiative, Recall outsourced the majority INDUSTRY
Document Managment
SERVICE PROVIDED
ument management and storage, of their North America Region billing

Outsourced billing processes
secured destruction services, and data processes to Dell.

SOLUTION
protection services.
Developed a highly customized
Highlights of this engagement:
revenue management operation
Situational Analysis: Recall worked with Dell to estab-
Every month Recall visits more than lish a highly customized revenue
100,000 customer locations, providing management operation dedicated
a variety of document storage, secured to Recall’s North America Region SUCCESS METRICS
destruction, and data protection ser- to support client billing in excess
vices. Capturing the exact services ren- of $25M each month at the com- Increased accuracy: Now when cus-
dered and accurately billing their cus- pany’s Chennai, India facility tomers challenge billings, the data
tomers, per contractual agreement, is a A joint transition team imple- details are more available and reliable
critical segment of their Perfect Order mented standard operating proce- which helps support the resolution.
customer service program and sustains dures and accuracy service level Saved money: Reduced billing
their competitive business model. As metrics, resulting in improved department expenses by 40 percent
Recall grew through acquisition, they internal controls, increased accura- annually.
were focused on integrating these new cy, and billing consistency Decreased total billing resources by
operations and providing excellent The billing transaction processing 16 percent: Shifting the majority of
billing functions to their Chennai

“
customer service. remained within the Recall enter-
However, the back-office functions prise systems and secure IT envi- operations center leveraged global
lagged with high staff turnover result- ronment delivery advantages and energized
ing in the billing process needing staffing in a cost-advantaged location.
improvements and operational disci- Highlights of the solution: Increased overall productivity:
pline to generate consistent accuracy. Developed process discipline Consistent processing quality and
along with operating metrics continuous process improvements
Solution: Established a high-quality off shore allowed redeployment of existing
In June 2006, Recall engaged Dell business process delivery team billing staff to more valuable corpo-
rate assignments.

“Turning our billing process over to Dell
has refocused our staff to work with
For more information on how Dell can help
strategic issues that are more valuable to our your organization, please contact
Sujata_Rakhra@Dell.com or
clients and our company.” Savitha_Lakshman@Dell.com. Please also visit

DOUG DUSKIN, CFO, RECALL CORPORATION, NORTH AMERICA
dell.com/services for more information on their
capabilities.


BUSINESS SERVICES AN FTSE 100 SERVICES COMPANY

Remote IT Infrastructure
Management Service
Microland set up a dedicated At A Glance
CLIENT
Offshore Management Center for an An FTSE 100 services company
SERVICE PROVIDER
FTSE 100 Company Microland Limited
INDUSTRY
Services and Outsourcing
SERVICE PROVIDED
End to End IT Infrastructure
The Client: redesigning the service catalogue
The client is a services and outsourc- and create a technology roadmap Services
SOLUTION
Set up a dedicated Offshore
ing company headquartered in for the future

Management Center
United Kingdom and has been deliv- Create a shared services model
ering essential public services for for technology support and fur-
more than 40 years. ther leverage this platform as the
The client offers innovative solutions core service differentiator to win
that help the government to improve new enterprise customers SUCCESS METRICS
services across many areas of public Realize significant savings in the Total Cost of Ownership (TCO)
life, from justice to healthcare, educa- long term through the shared ser- Reduction — The client’s TCO was
tion to defense. The client is listed on vice model and redirect the savings reduced by over 35% through a
the London Stock Exchange and is a delivered from the engagement combination of hybrid delivery
constituent of the FTSE 100 Index. into customer facing programs. models, process excellence and year
on year productivity gains
Situational Analysis: Solution: IT – Business Alignment —
A critical component in the client’s In 2005, Microland set up a dedicated Creation of an agile and flexible
business model is to maintain high state of the art Offshore Management shared services model enabled the
rebid and new customer win rates. Center (OMC) for managing the client to seamlessly integrate new
Achieving this meant building long- client’s IT infrastructure backbone. end customers faster and deliver
term relationships with the cus- Microland also integrated real time superior end customer satisfaction
tomers and also meeting — and service governance and reporting por- A standardized catalogue and a pre-
more often exceeding — the cus- tal to ensure transparency and confi- dictable cost model accelerated the
tomer expectations. dence in remote operations. Go-To-Market (GTM) initiatives of
To enable this, the client wanted to This was followed by setting up of a the client
create an IT Infrastructure services dedicated service excellence team that High Performance — A reduction
support model that could be offered as assisted the client in their customer fac- in Mean Time to Recovery (MTTR)
a standardized service to its diverse ing service catalog redesign and pre- by 25 % and average incidents per
range of enterprise customers. sales process. Microland extensively device by 70% was achieved
The objectives of this initiative were leveraged its service delivery platform
Expansion of the services to the “smartcenter” which offered a flexible,
end customers on a 24x7 model multi-tenanted, multi-technology
Partnering long term with an IT delivery model to the client. The plat-
infrastructure services provider form offered an industrialized service
who could standardize the service delivery model that supported output / For more information on Microland Limited,
offerings, expand and assist with outcome-based pricing models. write to TransformIT@microland.com or visit
www.microland.com


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FC- BFSI

CONSUMER
PACKAGED
GOODS
AGILE METHODOLOGIES FOR WEB MANAGEMENT /16
CLIENT: Coca-Cola Brazil
PROVIDER: Ci&T

SOX COMPLIANCE /17
CLIENT: Unilever
PROVIDER: Capgemini

LEVERAGING LEAN METHODOLOGY /18
CLIENT: McDonalds Brazil
PROVIDER: Ci&T

FINANCE AND ACCOUNTING SOLUTIONS /19
CLIENT: Coca-Cola Enterprises
PROVIDER: Capgemini

Sponsors

COCA-COLA BRAZIL CONSUMER PACKAGED GOODS

Agile Methodologies
for Web Management
Ci&T consolidated Website management for
Coca-Cola Brazil

At A Glance
CLIENT
Situational Analysis: Solution:
Coca-Cola Brazil was looking to con- After evaluating several vendors, Coca- Coca-Cola Brazil
solidate all of its Web-site manage- Cola chose Ci&T because of its use of SERVICE PROVIDER
Ci&T
INDUSTRY
ment partners and work with just agile methodologies. These method-
Consumer Packaged Goods
one. It needed one partner to ologies ensure that customers receive
SERVICE PROVIDED
launch and then update more than deliverables much more quickly and
25 of its product Web sites. This also allow Ci&T to be more flexible Web-site building and manage-
was a huge project for Coca-Cola with customers’ changing needs. ment
SOLUTION
Developed the deliverables lever-
and the company wanted a partner Because Ci&T was able to leverage
aging agile methodologies
that could do this in a shorter time- these methodologies, the first set of
frame with the ability to change deliverables was produced more quick-
course mid-way through the pro- ly than expected - and helped to speed
ject, if needed. up the launching and updating of SUCCESS METRICS
Coca-Cola´s 25 sites.
Coca-Cola has experienced signifi-
cantly less spend on development
activities.
Because of the consolidation of

“
development partners, Coca-Cola is
now able to better manage the devel-
opment process more easily.
Coca-Cola has leveraged Ci&T to
establish processes to help streamline
the technology and creative processes
to save time and money
Coca-Cola has been able to lessen
management overhead because of
the consolidation of agencies.

One of Ci&T’s competitive advantages is its
management expertise. Because of this,
For more information on this service from Ci&T,
Coca-Cola now has the highest level of planning write to leonardo@ciandt.com or visit their office
at Ci&T, 640 Freedom Business Center, Suite 210,
and control of its site-development activities.” King of Prussia, PA 19406.Phone: +1 610 482

JORGE OSMAN,COCA-COLA´S DIRECTOR OF BUSINESS SOLUTIONS
4810 Fax: +1 267 775 3347

IMPLEMENTATION, BRAZIL


CONSUMER PACKAGED GOODS UNILEVER

SOX Compliance
Capgemini transformed SOX compliance from project to
process for Unilever
The Client: Solution:
At A Glance
CLIENT
Unilever deals in 400 brands span- The entire process mapping, docu-
Unilever
ning 14 categories of home, personal mentation and management attesta-
care and foods products. Every day, tion process were outsourced to SERVICE PROVIDER
150 million people choose the Capgemini’s Management Assurance Capgemini
brands of Unilever such as OMO, Services (MAS), a service line within INDUSTRY
AXE, Dove, Lux, Knorr, Lipton, Walls Capgemini’s Business Process Consumer Packaged Goods
SERVICE PROVIDED
Management Assurance Services
and Ben & Jerry’s. Unilever employ Outsourcing practice. The MAS

SOLUTION
over 174 000 people in around 100 SOX framework serves not only as a

Put together a comprehensive,
countries worldwide. Unilever man- cost-effective compliance method

adaptive program for management
ages a number of strategic partner- but also incorporates process remedi-
of SOX compliance requirements
ships globally which includes al work, and through Business
TESCO, Carrefour, Ahold and Wal Insight drives continuous improve-
Mart. They have strong brand pres- ment and best practice. In 2006,
ence in home care, personal care, Capgemini worked in close collabo-
foods and ice creams. ration with Unilever to put together SUCCESS METRICS
a comprehensive, adaptive program The Capgemini MAS team leveraged
Situational Analysis: for the management of the SOX com- onsite/offshore delivery that operates at
Unilever was concerned about its pliance requirements, accommodating offshore rates along with their

yearly turnover of over €5B
SOX compliance processes. With the specific needs of the client’s envi- Compliance Center of Excellence net-
ronment while exploiting the benefits work to drive client savings of over 40%.
($6.65B), Unilever’s US operations of Capgemini’s proven SOX compli- These cost savings resulted from reduc-
were organized into four units with ance framework. In 2007 and 2008, tions in labor costs and from the central-
some corporate functions (such as thanks to the established SOX frame- ized delivery method that successfully
treasury, tax, employee benefits, risk work and by gradually shifting process strips out project management overhead.
and insurance management) central- support to an on-site/offshore delivery In short, an annual project was industri-
ized at HQ and provided as a shared model, Capgemini was able to drive alized into a repeatable and sustainable
service. The units were not co-locat- down the client’s costs of compliance process. The SOX compliance frame-
ed and many business processes were and concurrently increase quality and work program provided the following
not homogeneous. In addition, they timeliness. Today, Capgemini’s solu- sustainable benefits:
had their own manufacturing plants tion is an integral part of the client’s Overall improvement in the control
and distribution centers that were SOX compliance program, yet the environment
common in only a few instances. The client retains overall program gover- Readily available process documen-
challenge for the CFO was to initiate nance and control. tation and standard operating proce-
a comprehensive service compliance dures for business units with a view
program which would be both cost- to harmonizing processes across the
effective and annually sustainable units
from the outset. Reduced effort and freeing up of
For more information on this service from
Capgemini, write to Jean Christophe Ravaux,
internal resources
Global Sales Officer, Capgemini BPO at jean- Cost advantage of offshoring of over
christophe.ravaux@capgemini.com
a third of the program


MCDONALDS BRAZIL CONSUMER PACKAGED GOODS

Leveraging Lean
Methodology
Ci&T improves McDonalds' IT process efficiency

At A Glance
CLIENT
Situational Analysis: achieve new levels of efficiency that
McDonalds Brazil faced a distinct would reduce costly waste of materials McDonalds Brazil
SERVICE PROVIDER
Ci&T
challenge in optimizing its controllable and improve the overall effectiveness of
INDUSTRY
food system. In order to provide sup- the system.
port and reduce raw material waste in Packaged Goods
SERVICE PROVIDED
IT Process Efficiency
the system, the company required an Solution:
SOLUTION
overhaul of its IT and business process- To improve process efficiency for
es to improve the overall quality of McDonalds, Ci&T used a unique Leveraged the proven principles
of the lean methodology to focus
on delivering value and eliminat-
support in the field. Ultimately, approach to IT, leveraging the proven
ing waste
McDonalds Brazil enlisted Ci&T to principles of the lean methodology,
implement new IT and business which focus on delivering value and
processes that would reduce waste and eliminating waste. Once the new

“
enable McDonalds to achieve better processes were implemented and the SUCCESS METRICS
control of the materials in its system, new systems were up and running,
providing the support necessary to McDonalds was able to better control The fast food giant anticipates that
ensure optimization of processes at all its raw material assets across 568 the overall improved efficiency of its
times. In this, McDonalds hoped to restaurants in Brazil. controllable food system will factor
into a 1 percent annual cost savings,
or the bottom-line equivalent to
more than a 3 percent increase in
annual sales.
Using a Lean approach to IT, Ci&T
was able to create improvements in
Our business is made up of cents. The control and efficiency that
greater our ability to maintain IT systems McDonalds expects will enable it to
and equipment operation, the more opportuni- divert approximately 15 to 20 percent
ty exists for us to provide better products for of its maintenance costs to new prod-
uct development and innovation.
our customers. With the system running to its
fullest potential, it adds greater value to our
business, enabling better control of the opera-
tion of restaurants, with the benefits exempli- For more information on this service from Ci&T,
write to leonardo@ciandt.com or visit their office
fied in the quality of the final product” at Ci&T, 640 Freedom Business Center, Suite 210,
King of Prussia, PA 19406.Phone: +1 610 482

A MCDONALDS EXECUTIVE
4810 Fax: +1 267 775 3347


CONSUMER PACKAGED GOODS COCA-COLA ENTERPRISES

Finance and Accounting
Solutions
Capgemini enabled Coca-Cola Enterprises to achieve
major cost savings through a finance optimization project
The Client: million per annum in CCE’s transac-
At A Glance
CLIENT
Coca-Cola Enterprises is the world’s tion work, through a finance opti-
Coca-Cola Enterprises
largest marketer, producer and dis- mization project.
tributor of Coca-Cola products. SERVICE PROVIDER
Operating in 46 U.S. states and Solution: Capgemini
Canada, CCE is the exclusive Coca- CCE chose Capgemini to implement INDUSTRY
Cola bottler for all of Belgium, con- comprehensive finance and account- Consumer Packaged Goods
SERVICE PROVIDED
Finance and accounting solutions
tinental France, Great Britain, ing (F&A) solutions throughout

SOLUTION
Luxembourg, Monaco and the CCE’s global business to create an effi-

A unique order-to-cash approach
Netherlands. Sales represent 16% of cient process in a cost-effective envi-

to the transformation project
The Coca-Cola Company’s world- ronment for order-to-cash services,
wide volume. purchase-to-pay accounting, and
record-to-report activities, as well as a
Situational Analysis: comprehensive document manage- SUCCESS METRICS
In early 2007, Coca-Cola Enterprises ment solution. The transformation The contract with CCE will run for
(CCE) conducted a benchmarking project focuses primarily on a joint seven years from July 2008, and the
exercise to see how the organization’s CCE-Capgemini unique order-to-cash total contract value amounts to approx-

“
effectiveness and efficiency stacked approach, utilizing a best-of-breed imately $137 million. The partnership
up against the competition. With credit toolset designed to increase the will realize the following benefits for
this study they identified that to effectiveness and efficiency of credit their business:
become more efficient, CCE would and collection departments. In addi- Accelerate the transformation and
need to conduct as much of its trans- tion, the automated credit module help achieve near world-class perfor-
action processing as possible in a low enables CCE to apply a single set of mance through standardizing and
streamlining operations.
cost country, either with a third party approved rules and procedures to every
Deploy a global unified solution
outsourcer or a captive shared ser- credit decision, improving the efficien-
across all CCE business units to sup-
vices center. The economic goals cy and consistency of the decisionmak- port the business that includes stan-
were to achieve cost savings of $20 ing process. dardization and process improve-
ment while maintaining high stan-
We are on track to achieve the targeted dards of control and compliance.
Achieve a minimum savings target
savings at the tail end of the transition with of 25%
Capgemini. Our internal benchmarks have gotten Mitigate risks while transitioning
better, and through good people management, the work and implementing new
tools, systems and technologies.
we have reduced severance costs. The concept of
®
Capgemini’s Rightshore solution is a definite plus
on their side of the ledger.” For more information on Capgemini, write to

JOE HEINRICH, VICE PRESIDENT, FINANCE GLOBAL INITIATIVES, CCE
Claude Hartridge, Vice President, Executive Sales
at Claude.hartridge@capgemini.com


FC- BFSI

DIVERSIFIED
GLOBAL NETWORK MANAGEMENT /22
CLIENT: a Fortune 10 global conglomerate

MESSAGE MIGRATION AND MANAGEMENT /23
CLIENT: a Fortune 100 company

Sponsor

A FORTUNE 10 GLOBAL CONGLOMERATE DIVERSIFIED

Global Network
Management
Microland delivers a global service At A Glance
CLIENT
model for managing the network A Fortune 10 global conglomerate
SERVICE PROVIDER
infrastructure of a Fortune 10 company Microland Limited
INDUSTRY
Diversified
The Client: Solution: SERVICE PROVIDED
The client is a diversified multina- Microland built an integrated global Network Management Services
tional conglomerate operating service model that aligned with the SOLUTION
Built an integrated global service
model
across multiple segments such as client’s business needs and ensured
energy, finance, technology infra- compliance to stringent SLAs by set-
structure, media, consumer & ting up a service governance team.
industrial. The company operates Microland also invested heavily into
in over 100 countries, employs automation and analytics resulting SUCCESS METRICS
more than 300,000 people world- in process and SLA improvements.
wide and has been has been consis- Besides, the support team KRAs Total Cost of Ownership (TCO)
tently ranked amongst the Fortune were aligned to client’s business Reduction- The client’s TCO was
10 companies for several years. goals and reviewed on a periodic reduced by over 40% through a
combination of hybrid delivery
basis.
models, process excellence and year
Situational Analysis: A SWAT team was created that on year productivity gains
The client maintained a region- completed 100% mapping of tele- IT – Business Alignment-
al Network Operations Center com circuits and assets to improve Microland enabled the client to
(NOC) structure that demand- knowledge management and service offer a standardized shared service
ed global coordination between responsiveness. model to the business globally. Also
the IT teams and business The scale of operations covered was the business responsive support
units. Management of 100,000 voice team delivered on SLAs consistently.
The technology teams were also ports and 14000 devices which High Performance-The client real-
under constant pressure from covered 40% WAN, 50% LAN, ized a reduction in Mean Time To
the business to significantly 10% security services and 10% Recovery (MTTR) rate and average
incidents per device rate by 60%
reduce the cost base. WAP of the client’s network
and 70% respectively. Further ser-
The client had to manage hun- landscape. vice compliance of key telecom
dreds of global telecom service Microland also manages 80+ operators improved by 20%
providers with no control over global telecom operators and
the Service Level Agreements 22,000+ circuits and for the
(SLAs). client.
A poor centralized asset & con-
figuration standards repository
led to further inefficiencies in For more information on Microland Limited,
operations. write to TransformIT@microland.com or visit
www.microland.com


DIVERSIFIED A FORTUNE 100 COMPANY

Message Migration
and Management
Microland ensures Six Sigma email avail- CLIENT
At A Glance
A Fortune 100 company
ability and zero error migrations for the SERVICE PROVIDER
Microland Limited
world’s largest Microsoft Exchange INDUSTRY
Diversified
SERVICE PROVIDED
Messaging Management &
Migration
The client is a Fortune 100 diversified Microland started this engagement in
company with a strong set of global 1999 and continues to manage the SOLUTION
Leveraged Six Sigma and FMEA
methodologies
businesses in infrastructure, finance messaging infrastructure for the client.
and media. The client operates across At that time, the infrastructure consist-
multiple segments including aircraft ed primarily of Exchange 5.5 servers.
engines, power generation, medical Over the years, in addition to manag- SUCCESS METRICS
imaging, television programming and ing the messaging ecosystem,
TCO Reduction: Vendor management
consumer goods.The client is listed in Microland also undertook platform costs reduced by 30%; Data center con-
the NYSE and is a constituent of the migration from Exchange 5.5 to solidation and virtualization reduced
Dow Jones Industrial Average (DJIA). Exchange 2000 and later to Exchange server footprint by 30%; Delivered year-
2003. on-year reduction in cost per mailbox
Situational Analysis: The salient points of the Microland High Performance: Maintained email
The client houses the largest enter- solution are service availability at 99.9X%; Ensured
prise Microsoft Exchange setup in A total ecosystem based approach defect free-migration and deployment,
the world today, with over 400,000 for managing the messaging and and zero end user impact on migration
mailboxes. The messaging infrastruc- the associated infrastructure viz. IT – Business Alignment: End to end
service delivered to client’s shared ser-
ture is spread across 19 data centers instant messaging, security, mobil-
vices group offering them ease of man-
with over 500 servers around the ity, storage, backup etc
agement and chargeback; New
world. In addition to this, the infra- Consolidation of the exchange site/cluster deployment time reduced
structure also caters to about 50,000 environment and a single SLA from 32 to 9 days, thus increasing the
mobility users. The client needed a driven ITIL based messaging IT’s teams’ responsiveness to business
partner who could: management model across the needs; Enabled automatic retrieval
Manage the messaging infrastruc- organization and download of warranty and contract
ture and the user accounts from a Extensive leverage of Six Sigma details and triggered automatic alerts
centralized offshore location while and FMEA (Failure Mode Effect 30/60/90 days before warranty expira-
ensuring continuous availability to Analysis) methodologies to ensure tion, thus streamlining and internal
the business continuous process efficiencies business process for the client’s IT team
Lower the operational costs & Proactive monitoring and man-
implement a shared services model agement of incidents using
across the organization automation frameworks
Migrate mailboxes to newer High visibility and control of
Microsoft Exchange platforms operations to the client through a For more information on Microland Limited,
write to TransformIT@microland.com or visit
when needed customized CIO Dashboard www.microland.com


FC- BFSI

HEALTHCARE
‘LIFT & SHIFT’ MIGRATION /26
CLIENT: Owens & Minor

GLOBAL WEB MANAGEMENT AND DEVELOPMENT /27
CLIENT: a healthcare and consumer products company
PROVIDER: Ci&T

Sponsors

OWENS & MINOR HEALTHCARE

‘Lift & Shift’ Migration
Dell Services used a “lift and shift” migration to modernize
a heavily customized ERP platform
The Client: changes to current systems during
At A Glance
CLIENT
Owens & Minor, Inc., a Fortune 500 the migration period
Owens & Minor
company, is a leading national distrib- Sustaining adequate performance
SERVICE PROVIDER
utor of name-brand medical and surgi- of applications in the Windows
Dell Services
cal supplies and a healthcare supply- environment
INDUSTRY
chain management company. Ensuring that the project stayed
within the approved budget Healthcare
Situational Analysis: SERVICE PROVIDED
The company needed to modernize its Solution: Mainframe Migration
systems to provide for future enhance- Dell Services used a “lift and shift” SOLUTION
Used a “lift and shift” migration to
Windows
ments and growth, while improving migration to Windows to modernize
performance. Owens & Minor’s heavily customized
The decision to migrate all mainframe ERP platform. The first aim of the lift
processing of its mission-critical enter- and shift migration was to achieve a SUCCESS METRICS
prise resource planning (ERP) system “like-for-like” system by running
to a framework based on Microsoft® extensive testing. The implementa- Cost savings. The project is expect-
Windows® was also governed by the tion of a relational database manage- ed to yield substantial annual sav-
need to preserve the company’s 20 ment system reduced risk by introduc- ings while improving efficiencies
years of IP-based data, systems, and ing minimal change to applications, for supply chain management.
unique business logic. while providing for data tier modern- Planning for the Future. The

“
Specific project goals included: ization. migration ensured that the compa-
Achieving timely or early project The key steps followed by Dell ny’s core IP remained intact and
completion to allowing termina- Services in the migration exercise were: achieved greater optimization.
tion of mainframe services “Lift and shift” Cobol from Higher performance. The new IT
Preventing disruption to ongoing Mainframe to Wintel infrastructure delivers greater per-
business operations Configure Database I/O routines formance capabilities.
Delivering defect-free software in in Wintel Environment Enhanced customer service. The
the Windows environment Retrofit user interface modernization will
Implementing change control Test and Fix deliver better online tools for
processes to allow business-critical Implementation Owens & Minor customer service
representatives.
This was a complex and mission-critical Increased staff productivity and
project, and we are proud of the benefits efficiency. Simplified business
this successful collaboration brings to Owens & processes.

Minor. The migration establishes a powerful and
flexible computing platform to drive future
growth and innovation.” For more information on how Dell can help
your organization, please contact

CHUCK LYLES, PRESIDENT OF DELL SERVICES PUBLIC SERVICES
Sujata_Rakhra@Dell.com or

SECTOR
Savitha_Lakshman@Dell.com. Please also visit
capabilities.


HEALTHCARE A HEALTHCARE AND CONSUMER PRODUCTS COMPANY

Global Web Management
and Development
Ci&T implemented processes for
At A Glance
CLIENT
website management for a global A healthcare and consumer
products company
healthcare products company SERVICE PROVIDER
Ci&T
INDUSTRY
Healthcare
SERVICE PROVIDED
Website Management and
The Client: media development, it ultimately select-
Development
A leading healthcare and consumer ed Ci&T, which specializes in the
SOLUTION
products company. design and development of web portals,
consumer-facing websites, intranets and Implemented processes for
Situational Analysis: mobile applications. With a skilled website management employing
Agile methodologies and
nearshore capabilities
A global healthcare products compa- team of developers employing Agile
ny was looking for a way to manage methodologies, Ci&T quickly imple-
and develop its complete portfolio of mented processes for website manage-
web properties more consistently and ment that helped the company to
efficiently. Because the company achieve its goal of greater agility and
operates hundreds of sites across mul- innovation, with IT delivering more SUCCESS METRICS
tiple regions and business units, value to the marketing organization.
inconsistencies in processes for devel- Ci&T provided the digital marketing With the transformation in process-
oping and managing of these sites expertise to design and build the web es, web properties today go live
were resulting in unnecessary costs properties in an integrated fashion, uni- much faster than before, bringing
more agility to the business.

“
and tension between marketing and fying creative design and development
IT. In addition, the company saw an into an Agile framework that utilizes All websites are fully compliant with
internal and external regulations for
opportunity to improve its cross-plat- short-cycles of feedback and greater
site management at the source,
form web development, as well as to involvement to produce results faster
avoiding re-work or customer com-
leverage its existing assets to receive and with higher quality, while leverag- plaints.
greater value from these properties. ing nearshore capabilities and helping Ultimately, the high satisfaction of
the company unify its processes for the client led to a lasting relationship
Solution: managing these sites across global that has continued through multiple
As the healthcare product company regions and business units. application development projects.
sought a vendor to manage digital

The fact that Ci&T is a CMMI5-certified
company that masters Agile methods like
no other was a key factor in this partnership,
since you need to combine strong discipline For more information on this service from
Ci&T, write to leonardo@ciandt.com or visit
with high interaction and speed in a project of their office at Ci&T, 640 Freedom Business
Center, Suite 210, King of Prussia,
international scale such as this,” PA 19406. Phone: +1 610 482 4810

BRUNO GUICARDI, CHIEF OPERATING OFFICER AT CI&T.
Fax: +1 267 775 3347


FC- BFSI

HI-TECH
DEVELOPING HOTSITES /30
CLIENT: Yahoo!
PROVIDER: Ci&T

24X7X365 REMOTE BACKUP MANAGEMENT /31
CLIENT: a Leading Software Product Company

Sponsors

YAHOO! HI-TECH

Developing Hotsites
Yahoo! and Ci&T Create an Offshore Site

Situational Analysis: marketing services to its customers in
At A Glance
CLIENT
Yahoo! was looking to strengthen and a unique way – with its innovation,
expand its presence in Latin America. expertise and skill set. Through this Yahoo!
In order to do this, Yahoo! knew that it partnership, Yahoo! was able to work SERVICE PROVIDER
needed a development partner to help with Ci&T’s team of experts to lever- Ci&T
create hotsites to support the expan- age the newest and best technologies INDUSTRY
Hi-tech
SERVICE PROVIDED
sion and maintenance of its platform for Web development. This allowed

Web development
products. Yahoo! was looking for a Yahoo! to meet the needs of its por-

SOLUTION
partner with capabilities such as: tal, which has more than 345 million

Developed the requested hot-
A highly qualified team in users worldwide. Ci&T was able to
sites leveraging agile method-
LAMP technology deliver all the requested hotsites to
ologies
Cost effectiveness Yahoo! quickly, leveraging agile
Scalability and process innova- methodologies.
tion
Ability to quickly adapt its
process to Yahoo! Methodology

Solution:
Yahoo! chose one of the top 100 out-
sourcing companies in the world, SUCCESS METRICS
Ci&T.Ci&T delivers consulting,
Yahoo! has been able to extend its
application outsourcing and digital
presence in Latin America, as well
as its ability to deliver sponsored

“
sites as fast as three days from the
definition of layout to market.
Ci&T met 100 percent of launch
dates for all of the hotsite projects.

One of our most successful outsourcing
partnerships is with Ci&T. Ci&T delivers con-
sistent quality and transparency into its man- For more information on this service from
Ci&T, write to leonardo@ciandt.com or visit
agement services - emphasizing both pre- their office at Ci&T, 640 Freedom Business
dictability and punctuality in development.” Center, Suite 210, King of Prussia, PA 19406.
Phone: +1 610 482 4810

RODOLFO CALIL, YAHOO! OUTSOURCING MANAGER
Fax: +1 267 775 3347


HI-TECH A LEADING SOFTWARE PRODUCT COMPANY

Remote Backup
Management
× ×
Microland enables a 24×7×365 Backup At A Glance
CLIENT
Management service model for a lead- A leading software company
SERVICE PROVIDER
ing storage software company Microland Limited
INDUSTRY
Independent Software Vendor (ISV)
SERVICE PROVIDED
The Client: management services that enabled Managed Backup Services
The client is one of the world’s leading reduction in risk exposure and adhered SOLUTION
24X7X365 remote backup
management model
software product companies with to the stringent service levels while
more than 17,500 employees in over being a cost effective solution to the
40 countries. The company provides end customers.
security; storage and systems manage-
ment solutions to help its customers – Solution: SUCCESS METRICS
from consumers and small businesses Microland offered a 24X7X365
to the largest global organizations – remote backup management model TCO Reduction: Lower price points
secure and manage their information. to the client. Microland built owing to offshore remote delivery
The client is a Fortune 500 Company processes, tools and methodologies model; Highly predictable cost model
and a constituent of the S&P index. which included in-house developed based on per backup client
tools as well as client’s tools for IT – Business alignment: Parameters
Situational Analysis: monitoring and management of like committed backup success rate
Being the largest vendor of backup backups. Microland started the and restore & response times are built-
management software in the world, engagement by drawing up a in in the SLAs, thus increasing visibili-
the client needed a cost effective and a detailed RACI chart that clearly ty and benefi ts to end customers.
global delivery services strategy for defined the roles and responsibilities High Performance: Extension of the
backup operations management. of Microland, client and the end back up support window from the
Increasingly, its clients were expecting customer. Microland’s offshore team standard 8x5 model to a full
both product and service packaged provided day to day back up of 24X7X365 model; Tool based manage-
into one offering, and hence the licens- monitoring, trouble shooting and ment and monitoring ensured high
ing component of the revenue had operations management. backup success rate of over 99%
become the major growth driver. The key deliverables included
Offshore backup management model Maintain the service level of
was a key element of this strategy monthly backup success rate at
because of the inherently lower cost of upwards of 98%
delivery as well as rapid scalability it Actively track backup failures for
offered. toubleshooting, remediation and For more information on Microland Limited,
The client needed a partner with reporting. write to TransformIT@microland.com or visit
www.microland.com
remote infrastructure operations Initiate the data restore within two
expertise who could provide backup hours on receiving the request.


FC- BFSI

MANUFACTURING
NEW IT & APPS PLATFORMS /34
CLIENT: Verso Paper Corp

AUTOMATING DEALER OPERATIONS /35
CLIENT: one of the world’s largest automobile manufacturers
PROVIDER: NIIT Technologies

Sponsor

VERSO PAPER CORP MANUFACTURING

New IT & Apps Platforms
Dell customized and applied its well-established transition
methodologies for Verso Paper Corp

At A Glance
CLIENT
The Client: IT solutions to the business.
Verso Paper Corp
Based in Memphis, Tennessee, Verso After the RFP process, only 4½
SERVICE PROVIDER
Paper Corp. is a leading North months remained to complete the
Dell Services
American producer of coated and spe- project, which would serve rough-
INDUSTRY
cialty papers used in magazines, ly 3,000 employees dispersed
catalogs, and commercial printing among facilities in 11 U.S. states. Manufacturing
applications. SERVICE PROVIDED
Verso Paper Corp. was spun off by its Solution: New IT & Applications Platforms
multinational parent in 2006. As part Dell Services applied its well-estab- SOLUTION
An integrated program manage-
ment office for the transition project
of the divestiture, the parent company lished transition methodologies,
agreed to provide IT services for one which were then customized to meet
year. The former parent would provide Verso’s specific requirements. Project
only very limited transition support. teams were quickly formed recruiting SUCCESS METRICS
the most knowledgeable leadership
Situational Analysis: from across both companies. Dell Avoided financial penalties. Verso
Verso’s challenge was to establish an personnel included dedicated on-site was not assessed substantial fees
entire IT infrastructure and all applica- team members and leveraged exper- that would have been imposed for
tions in just 12 months or face severe tise from delivery centers in the U.S., continued support from the for-
financial penalties from the parent India, and Mexico. mer parent company.
company for continued support. The creation of a single, integrated Cost identification at a service-unit
As a $1.6 billion “startup” company, program management office proved level. Allows better utilization and
Verso conducted a rigorous review to be a key element for the project’s total cost of ownership management
process with three primary objectives ultimate success. This office provided to reduce overall expenses for IT.

“
for the review process: highly structured oversight of multi- Improved engineering control
An on-schedule separation from ple concurrent projects. Success technical infrastructure. Better
the former parent. required constant focus on the pro- definition for levels of redundancy,
A high-value solution over the ject schedule, reprioritization of work failover, virtualization, and disaster
term of the contract. as required, risk management, rapid recovery.
A tightly integrated team in which escalation of issues, and clean Incremental savings opportuni-
Verso IT and the services provider cutovers of critical services during the ties. Dell Services has identified
would collaborate to deliver new transition period. efficiencies that are expected to
generate $600,000 in additional
savings annually.
“Dell Services and Verso IT work so closely
and seamlessly together that to our end-
user community, IT services are seen as coming For more information on how Dell can help
from a single organization. There is no ‘us and Sujata_Rakhra@Dell.com or
them’ – it is just the IT team.” Savitha_Lakshman@Dell.com. Please also visit

BEN HINCHMAN, VP AND CIO, VERSO PAPER CORP
capabilities.


MANUFACTURING ONE OF THE WORLD'S LARGEST AUTOMOBILE MANUFACTURERS

Automating Dealer
Operations
NIIT deployed a bi-lingual Sales and At A Glance
CLIENT
Logistics System for an auto major A large automobile manufacturer
SERVICE PROVIDER
NIIT Technologies
INDUSTRY
Travel and Transportation
The Client: Solution: SERVICE PROVIDED
The client is one of the world's largest NIIT Technologies has worked with Infrastructure services
automobile manufacturers out of the client in Japan, Singapore, SOLUTION
Deployed bi-lingual (English and
Japanese) Sales and Logistics
Japan. They produce vehicles in 26 Thailand and Belgium in offering a

System
countries and regions and marketing wide range of custom application
vehicles in more than 170 countries development, maintenance, enhance-
and regions. In fiscal 2006, they came ment, deployment and user support
out with over eight million vehicles on services, for over 10 years, and contin-
a consolidated basis to customers ues to support their initiatives in the
around the world under their different region, including its programme for
brands. They had over 280,000 improving internal communications SUCCESS METRICS
employees at the end of fiscal 2006. and data exchange.
The customer has seen significant
Functional areas of focus have been
improvement in stock management,
Situational Analysis: dealer operations, after sales system,
transparency for the dealer of their
The client selected Thailand as the service management, spares and war-
order, flexibility on order amend-
largest base outside of Japan for assem- ranty claims management. The most
ments, complete tracking of vehicles,
bly and manufacture of its leading widely deployed system is the bi-lin-
and various MIS reports. Higher cus-
range of vehicles for the Asian and gual (English and Japanese) Sales and
tomer satisfaction has been reported,
European markets. Headquartered in Logistics System, which connects the
along with a reduction in lead time for
Bangkok, they extended their manu- Company with its dealers, and
legal approvals. The business has seen
facturing capacity and capability and Distributors across the world. The sys-
efficiencies within the workshop and
supported this initiative with a com- tem includes vehicle logistics, order-
improvement in stock maintenance
prehensive rebuilding of IT and IS ing, vehicle tracking, production and
and productivity improvement in the
infrastructure. A key area of focus is load planning, and price negotiation.
packing operation.
the dealer network, the effectiveness It is deployed across 11 countries at
and efficiency of which is the prime 380 dealers’ locations with over 3,000
derive of sales.. users.

For more information on NIIT Technologies ,
write to romy.chopra@niit-tech.com or visit
www.niit-tech.com


Global Services LIVE!
Q1, 2011 EDITION

Releasing March 2011
Case studies are invited from service providers.
For more details click here or contact Satish Gupta at satishg@cybermedia.co.in

FC- BFSI

TELECOM
ENHANCED CUSTOMER EXPERIENCE- 360 DEGREES /38
CLIENT: a telecom company
PROVIDER: Tech Mahindra

BUSINESS EFFICIENCY THROUGH SHARED SERVICES /39
CLIENT: an IP network carrier
PROVIDER: Tech Mahindra

A TELECOM COMPANY TELECOM

Enhanced Customer
Experience- 360 degrees
Tech Mahindra helped a telecom ser- At A Glance
CLIENT
vice provider to build efficient and a telecom company
SERVICE PROVIDER
streamlined business processes Tech Mahindra
INDUSTRY
Telecom
SERVICE PROVIDED
transforming/redesigning business
The Client: to actually come out with the proba-
processes
Client is one of the largest telecom ser- ble factors which triggered the repeat
SOLUTION
vice providers in India with a customer calls in the first place. Key factors
BPM Solution based on Six Sigma
base of 50 million across 20 circles. were short listed and sub teams were
The client provides services including formed to study and find a resolution and Balanced Scorecard practices
basic telephony services, cellular ser- for each factor. The solution was then
vices and broadband services for both implemented and regular team meet-
retail and enterprise customers. ings were held to understand the
impact of solution and recommend SUCCESS METRICS
Situational Analysis: modifications if required.
The client was facing low customer During the RCA following key fac- Tech Mahindra designed and
satisfaction and high operational costs tors were identified, analyzed and implemented an efficient &
due to scattered customer care call cen- worked upon to increase customer streamlined process SOP across all
tres. As a result of multiple location satisfaction. processes.
contact centre architecture, the operat- Ease to Access Centre New schemes related calls reduced
ing costs were high and quality of cus- Changes in the IVR Proposed by 20%
tomer experience wasn’t consistent. Premium Customer Handling to Significant reduction in repeat
Percentage of repeat calls was also very ensure that top skill associates calls
high leading to low customer satisfac- (Green Band) handle premium Calls per subscriber (CPS) reduced
tion. The client wanted Tech customer calls. In case of a high to as low as 0.46 from a high of 1.8
Mahindra to help them improve oper- queue time premium customers Answered level (AL) established at
ational efficiency by transform- are given preference. 98% compared to the previous
ing/redesigning business processes to Desk Aid for Associates- Tech level of 58.9%
help improve customer satisfaction. Mahindra implemented inhouse Reduced revenue leakage
developed tool to ensure a single Reduced AHT, response time,
Solution: screen availability of all critical resulting in agile response to com-
Tech Mahindra’s Business Process information sources / tools petitive moves
Management (BPM) team understood Knowledge Bank- made available
the requirements of the client and the Online product / Process infor-
formed a core team of experts com- mation repository and the Scenario
prising of BPM resources. The team specific script guide to the customer
did a second level drill down to arrive service associates to ensure that they
at the Root Cause Analysis (RCA). were equipped with full informa- For more information on this service from Tech
Mahindra, write to abhinavb@techmahindra.com
The team comprising of various tion categorized on various scenar- or the centralized contact id part-
functional SPOCs then did a brain- ios while they are servicing the call. ners@techmahindra.com

storming session amongst themselves Repeat Call Resolution Project


TELECOM AN IP NETWORK CARRIER

Business Efficiency
Through Shared Services
Tech Mahindra helped an IP net- At A Glance
CLIENT
work carrier deploy a powerful busi- an IP network carrier
SERVICE PROVIDER
ness intelligence solution Tech Mahindra
INDUSTRY
Telecom
SERVICE PROVIDED
business intelligence solution
SOLUTION
Customer owns and operates the 2nd Working with Tech M, the client
deployed a business intelligence
largest IP network in the U.S with 20 deployed a powerful business intelli-
solution based on the perfor-
MPLS nodes across the US, making up gence solution based on the perfor-
one of the larger MPLS networks of any mance management system. Tech M mance management system
carrier in the region. The Customer undertakes the ownership of integrat-
wanted to clear backlog orders pending ing the processes of strategy manage-
for delivery which needed to be worked ment, planning, budgeting, forecast-
on priority to ensure they are not fur- ing financial consolidation, manage- SUCCESS METRICS
ther delayed. The client needed a better ment reporting and analysis, as well as
management information system to compilation, validation and comple- Efficient & streamlined handling of
monitor and manage its growing global tion of the reports that the client is routine work allowed client
organization. mandated to provide under the resources to focus more on cus-
Columbus agreement. The centralized tomer interaction and relationship
Situational Analysis: source of data has helped eliminate the management.
The customer needed to find a busi- reporting of contradictory information Set foundation for providing report
ness intelligence solution that would from different data sources by various management as a shared service
provide a better warehouse and a groups within the global company. which can be used by other
robust system that would automate the Tech M provided the reports as per the accounts as well
labour intensive process of manually timetable agreed between the client Standardisation of reporting for-
moving data from one system to and account. Deliver further benefits mats and contents and closer align-
another. The client was also looking at to client in terms of reduced manpow- ment with ITIL methodology
ways to improve time-to-market time- er required offshore to continue Significant reductions in operating
frame for the new services, reduce reporting process with the use of cost
operating costs and increase quality of automation. The solution deployed Rationalised costs and enhanced
their services. allowed the client to unify inventory productivity through scalable, high
The need was also to implement systems into a single database. The quality and cost effective services
advanced inventory management sys- operator is provided with an integrated
tem built in-line with industry stan- fraud management solution on the
dards and efficient debt management one hand, and is assured of receiving
tools to manage credits in other mar- revenue without losses from core lines
ket segments. Looking at the whole of business on the other hand. Tech M
process there was also the need to undertook a reconciliation and valida- For more information on this service from Tech
Mahindra, write to abhinavb@techmahindra.com
implement appropriate complaint tion between provisioning and or the centralized contact id part-
hanling systems in place to resolve Invoice/Billing to establish a baseline ners@techmahindra.com

individual complaints quickly. Inventory of services.


FC- BFSI

TRAVEL AND
TRANSPORTATION
IT INTEGRATION PROJECT /42
CLIENT: Enterprise Holdings

MAKING CARGO HANDLING WORLD CLASS /43
CLIENT: a premier cargo ground handling company
PROVIDER: NIIT Technologies

STREAMLINING WORKFLOW /44
CLIENT: a U.S.-based freight carrier
PROVIDER: DATAMARK

Sponsor

ENTERPRISE HOLDINGS TRAVEL & TRANSPORTATION

IT Integration Project
Dell Services revamps operational and back-
office systems at Enterprise Holdings
At A Glance
The Client: Solution: CLIENT
Enterprise Holdings
SERVICE PROVIDER
In 2007, Enterprise Holdings (previ- Dell Services leveraged its deep

Dell Services
ously known as Enterprise Rent-A- industry knowledge, strength in
INDUSTRY
Car) acquired Vanguard, including application development and the
Transportation
the National Car Rental and Alamo power of multi-national support
Rent A Car brands, to make itself a teams. Working with Enterprise on SERVICE PROVIDED
leading player in both corporate and an ambitious 24-month integration IT Integration
SOLUTION
Reworked business processes
retail car rental at the airport. As with program, we developed and imple-

and modified operational systems;
all large acquisitions, there was a mented change that touched most
consolidated employee database
need to integrate the business opera- major operational and back-office
tions, financial systems, and HR systems.
processes. Enterprise selected Dell The program included a significant
Services as its IT partner to accom- effort to rework business processes
SUCCESS METRICS
plish this ambitious integration. and modify operational systems.
Those modifications enabled con- Operations. The Enterprise Hold-
Situational Analysis: solidation of the fleet, deployment ings fleet was consolidated into a sin-
Following the acquisition, new busi- of multiple point-of-sale systems in gle database platform and synchro-
nized through near-real-time inte-
ness processes had to be developed to more than 150 airport locations,
gration across the entire business,
integrate two very different organiza- and expansion of the capabilities
providing enhanced capabilities
tions while leveraging the strengths offered to Enterprise Holdings cus-
Organization. The combined work-
of each. The challenge was to com- tomers across all three car rental
force of 68,000 Enterprise, Alamo
bine the operations of Enterprise, brands.
and National employees was migrat-

“
National and Alamo and create a As part of the companywide initia- ed to the new PeopleSoft platform.
fully integrated solution. Ultimately tive to integrate National and New reporting and management
that solution needed to support all Alamo employees into an enhanced structures were implemented, back
three brands with consolidated finan- organizational structure, Dell office applications were consolidated.
cial and back-office systems that Services also consolidated the • Business Process. Many develop-
streamlined operations, eliminated company’s employee database into ment hours were invested to aug-
unnecessary expense, and provided a single PeopleSoft HRMS applica- ment and support enhanced busi-
the highest levels of customer service. tion. ness processes. The strength of each
brand was leveraged to provide a
wide range of services to the com-
bined customer base.
Finding a partner that you can trust, that
can be relied upon, and that operates with
integrity, flexibility and transparency is both
difficult and indispensible. Dell Services is such For more information on how Dell can help
a partner.” Sujata_Rakhra@Dell.com or

CRAIG KENNEDY, CHIEF INFORMATION OFFICER, ENTERPRISE
Savitha_Lakshman@Dell.com. Please also visit

HOLDINGS
capabilities.


TRAVEL & TRANSPORTATION A PREMIER CARGO GROUND HANDLING COMPANY

Making Cargo
Handling World Class
NIIT developed a world class cargo ground handling sys-
tem for a premier cargo ground handling company

The Client: ject was divided into three modules. A
At A Glance
CLIENT
Our client is a premier cargo ground part of the team was assigned the task
handling company with a wealth of of understanding the requirements a premier cargo ground handling
experience and expertise in handling from the users while the others went company
the various services required for pas- about the arduous task of understand- SERVICE PROVIDER
senger and freight aircrafts. Its services ing the design of the database and the NIIT Technologies
include catering, passenger baggage, front end which was not documented. INDUSTRY
Travel and Transportation
SERVICE PROVIDED
cargo and ramp handling, aircraft inte- The knowledge gained by both the

Application development
rior cleaning, aircraft security and air- teams was shared and documented at

SOLUTION
craft linen laundry. Consistently rated the end of each day, ensuring opti-
Cargo ground handling system
the best Air Cargo Terminal Operator mum use of both time and people and
in Asia, its cargo and mail handling that a knowledge base was built which
services are ISO-9002 certified. could be leveraged in future assign-
ments. The set-up onsite was done in
Situational Analysis: parallel to the requirement analysis to
The client, in partnership with anoth- save on time and the total team size SUCCESS METRICS
er airline, was looking at developing a grew to about forty people. Software
world class cargo ground handling sys- Professionals with the required exper- The customer has appreciated NIIT
tem. A search for a quality software tise were recruited and were trained Technologies for the high system avail-
solutions company was initiated and within the project on NIIT ability and meeting the SLAs. NIIT has
NIIT Technologies was selected based Technologies CMM level 5 compliant also become the chosen implementation
on its capability to deliver defect free Quality methodologies in a record partner for the customer for implement-
solutions on time and NIIT time of a week. ing similar applications at other loca-
Technologies expertise in delivering NIIT Technologies ensured that each tions in the APAC region.
applications in the airline domain. module was assigned its own Quality
Manager. Besides, an independent test
Solution: team was formed to test functionality
The tight schedule of the project com- and navigation. The sole objective of
bined with vast scope demanded the this team was to perform regression
use of certain innovative tools tech- testing. The development of the parser
niques and practices. A highly skilled was jointly undertaken by NIIT
team of professionals was deployed for Technologies and the client and com- For more information on NIIT Technologies ,
write to Narayanan.Kallapiran@niit-tech.com
doing the gap analysis onsite. The pro- pleted before time. or visit www.niit-tech.com


A U.S.-BASED FREIGHT CARRIER TRAVEL & TRANSPORTATION

Streamlining Workflow
Freight carrier eliminates waste and reduces
costs in order-to-bill cycle with DATAMARK
The Client: The company realized that in order
At A Glance
The U.S.-based freight carrier has to effectively manage its operating CLIENT
been in business for several years with expenses it must address these imme- a U.S.-based freight carrier
a large fleet servicing the continental diately. SERVICE PROVIDER
DATAMARK
INDUSTRY
U.S. as well as the adjoining countries

Transportation
of Mexico and Canada. The econom- Solution:
SERVICE PROVIDED
ic downturn forced this carrier to The company partnered with DATA-
Streamline workflow and create
reduce operational expenses associated MARK to implement a Freight
with lower tonnage per shipping lane, Billing Services (FBS) solution lever- efficiencies
volatile fuel costs, and increased com- aging its unique Process Migration SOLUTION
leveraged Process Migration
Methodology and Lean Sigma
petition due to excess capacity, all this Methodology ultimately producing a

principles
while maintaining its ability to deliver blend of skilled onshore and offshore
best-in-class service to its clients. bill entry resources that solved the
The company’s key service delivery company’s critical billing issues.
and performance metrics are based on DATAMARK’s PMM leverages Lean
efficient bill processing on a daily Sigma principles in conjunction with
SUCCESS METRICS
basis. Delays have a negative down- deep experience managing customer Resource efficiencies- Employed a
stream impact on several functions, transitions. PMM’s core tenets of blend of global resources working
including delayed customer invoicing, Quality and Innovation drive contin- first and second shift whose transac-
increased terminal time for drivers, uous improvement during both the tional throughput steadily improved.
delays loading and unloading trailers, transition and on-going production. Turnaround time improvements- A
unnecessary dock personnel overtime, DATAMARK’s best practices for “Clean Desk” policy in all operations
and missed hot shipment guarantees. resource and asset management are to ensure work is completed the day
it arrives. An a ctivity-based com-
coupled with Lean Sigma to eliminate
pensation program anchored by
Situational Analysis: waste and create highly efficient trans-
quality introduced.
The company was experiencing the actional processing. DATAMARK’s
Reduced error rates by more than
following issues: domain expertise in operations and
10%- DATAMARK’s compensa-
transition management facilitated a tion, coupled with its extensive
Errors in critical fields required for
smooth and easy exchange from inter- analysis and corrective action pro-
load factoring and billing as well as
nal to outsourced business model. gram, steadily reduced error rates .
Haz-Mat instructions and accesso-
rial charges Reduced expenses - Improved accura-
Limited training materials cou- cy and throughput reduced the com-
pled with complex services made it pany's business costs. Productivity has
difficult to maintain a competent, increased as dock personnel no longer
yet cost effective, work force face significant delays.
Inbound and Outbound “cut For more information on how DATAMARK’s Customer satisfaction and bottom
business processing solutions can reduce operating line revenue impact - The compa-
times” were not being met costs while improving efficiency, flexibility, and
customer satisfaction, call 800-477-1944, or email ny now offers its customers greater
Near round-the-clock processing
info@DATAMARK.net value in terms of faster turnaround
requirements mandated staffing DATAMARK, Inc.
43 Butterfield Circle
and nearly error-free billing, result-
multiple shifts, which introduced
El Paso, TX 79906 USA ing in six-figure cost savings and
additional costs and or required www.DATAMARK.net reduced revenue adjustments.
unplanned overtime


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