All change at leading BPO provider

 

When a leading BPO service provider asked us to help improve productivity by 15% and achieve significant cost savings, it was clear that some radical innovations would be required through operational process re-engineering, systems implementation and people change.

The core enabler of transformation would be a new work management toolset, which provided a common, collaborative platform deployed across HQ and 9 regional service centres – including off-shore – where straight-through processing and automation could be maximised. This tool was the BMC Remedy ITSM product. Even though Remedy is a traditional IT service management system it was also a perfect fit for managing wider service management and delivering our client’s operational business with its ‘out of the box’ capabilities, inherent customisability and analytics engine. The use of Remedy flashboards, dashboards and Business Objects as the analytics reporting engine also provides a powerful suite of real-time management information tools to understand business status across multiple sites.

As a true enterprise framework solution, Remedy allowed Aim to integrate applications with it which supported inbound work processes – scanning, phone, e-mail, web self-service, electronic interfaces – and outbound processes – electronic document management, image viewing, e-mail and letter notifications. Aim also utilised Remedy’s multi-tenancy architecture to allow completely different business functions to co-reside on the same instance whilst preserving security and data integrity.  This has proved to be an extremely cost-effective way of deploying software functionality for our client’s operations.

We provided a full business change and systems integration service to our client, utilising our proprietary agile transformation method. This comprised:

• gathering business requirements, business process re-engineering and people change;
• scaling and building the work management infrastructure;
• customising Remedy with new features and functions, and building the integrations;
• system testing, facilitating user testing, user training and provision of all user guide materials; and
• deployment and on-boarding of the client’s teams on a phased basis over 8 months; and ongoing support.

 

Outcomes

The transformation programme was delivered to functional specification, on time and to budget, and we now support the work management system and enhancements through our Remedy managed service.

The benefits set out in the business case were not only met, but were over-achieved, as post implementation measures showed productivity improvements averaged 25% across the organisation and in some cases were as high as 75%. This allowed our client to achieve its targeted savings.

This, and other significant benefits including top class management information reporting, an understanding of the true cost of service, reduction in time-to-market for new customers, increased customer satisfaction, and new revenue streams opening up for our client, has changed the way our client operates and led to far greater commercial success. Business growth plans are back on track.

 

To find out more about the great things we can do with onPremise, onDemand and Remedyforce, call us on 08448 040653. Or email us at info@aimltd.uk.

 

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