| Client performs private-label credit card services such as transaction and
marketing services to more than 450 clients, including retailers, supermarkets,
oil companies, utilities, and financial services companies. Activities include
billing and payment processing, point-of-sale services, risk management, and database
marketing. |
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The client envisaged a comprehensive solution
which could address the pain areas and add
value from the following perspectives:
- Functional & Process improvements
- Stream line and eliminate manual process
- Reduce cost and Improve SLAs
- Leverage the benefits of global delivery
model
- Gain competitive advantages and at
the same time strengthen its footprints
in transaction services by penetrating
emerging markets.
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Cognizant is executing the following solutions
- Cognizant’s Business Technology Consulting
group conducted initial feasibility
analysis to gauge the Offshorability
of each of the processes and demonstrated
value add in offshoring the processes
- Implemented transition roadmap for
processes which scored more than 65%
in feasibility analysis
- Smooth transition to offshore with
high transparency and improved SLAs
- Performance tuning for reporting in
the billing, finance & accounts,
enrollment etc.
- Platform consolidation – JCL to Unix
migration
- Process improvement – Quality Assurance
/ Quality Control process improvement
study
- Productivity improvement - Tool developed
for automating tasks in Call Center
reporting support
- Joint Innovation Center for back office
operations – process changes, tools
for productivity improvement
- Improving the tracking and reporting
of service levels in production support
- Utilization of various Centre of Excellence’s
for different business needs.
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- Partnership Management Office set
up to monitor the overall health of
the partnership
- Improved Process with faster issue
resolution and support through Structured
and detailed reporting on all back office
processes
- Prompt billing and invoicing of data
- Robust knowledge management through
knowledge repository
- Structured process (through GDM) to
fulfill project teams’ resource requirements
- Cost savings as a result of prompt
and accurate information flow along
the system
- Better resource utilization by making
available Client resources for other
initiatives in addition to cost savings
from moving work offshore
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"We continue to deepen our relationship with Cognizant because they are team-oriented,
highly responsive, provide flexibility and scalability to quickly ramp up large
project teams, and have multiple competencies."
Tim Brennan,
IT Director,
US Cold Storage |
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Switching Vendors - An Outsourcing Reality
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Redefining Your Requirements
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