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Lithuania

Welcome To Your Business' New Powerhouse 

Cognizant's Delivery Center in Vilnius 

VILNIUS DELIVERY CENTER

Vilnius' vigor can transform your business and speak your language

Yet another offshore center? Nope. In Cognizant’s Baltics-based delivery center for Business Process Services (BPS) you have it all: operational advantages paired with cultural context, language skills, and superior service. 

Cognizant was named a Top Employer 2020 in 15 countries worldwide by Top Employers Institute. In Lithuania, Cognizant was ranked and certified as the No. 1 employer. 

HOW WE WORK

Close To You, Clients And Business

Distance matters. Cognizant Baltics and its 600+ employees have since 2007 not only delivered services in Scandinavian languages, but also improved clients’ processes, over and over again. The key? Dedicated people who understand the business in your region. This is how we do it:

  • We serve all major fields of operations and IT

    We serve all major fields of operations and IT

    We serve all important back office operations and IT needs within banking, finance, insurance as well as other industries. We have deep knowledge of a broad technology stack, and among our IT capabilities you will find Business Intelligence (BI), Enterprise Content Management (ECM), Customer Relationship Management (CRM), user support, Asset Liabiality Modeling (ALM) and Solvency II reporting, together with software development and maintenance.

  • We have 600+ highly skilled employees

    We have 600+ highly skilled employees

    The team in Vilnius is full of dedicated and competent people. Everyone is responsible for delivery. Our people are continuously trained to ensure they are up-to-date with the latest skills.

    We house experts with analytic skills, legal knowledge, and specialists in econometrics, AHK (AutoHotKey) programmers, advanced users in MS macro commands, Bloomberg Business users, SQL users, and several competent testing users.

  • We continuously improve processes

    We continuously improve processes

    It’s one thing to claim to strive for non- stop improvements, but to actually accomplish them through methodical work is something else. In our center:

    • 20% of all the processes is automated
    • 22 (ro)bots are currently deployed
    • 25 processes currently automated
    • 31,000 hours saved by implementing process automation solutions in 2019
  • We speak your language: Norwegian, Swedish, Danish and English

    We speak your language: Norwegian, Swedish, Danish and English

    Our team at Vilnius is multilingual, with 90% of the team speaking at least two languages at a professional level (English, Swedish, Norwegian, Danish, Italian, Russian, Polish, Lithuanian and German). Why is this so important? Language skills enable us to communicate directly with you, and with your customers via the channels your customers prefer – written or verbally. Plus, it ensures quick onboarding of new recruits because there are no language barriers. Thus, language is a key advantage with major benefits.

OUR SERVICES

Achieve More, Perform Better, Do New Things—We Make It Happen

Cognizant Lithuania provides efficient and high quality support for all fields of operations and IT to Scandinavian Finance and Insurance businesses.

Our focus is on long term competency development and training of our employees. The unique combination of IT and BPS and our continuous focus on improvements through automation, robotics and process optimization make us the leading delivery center of business challenges working in Norwegian, Swedish, Danish and English.

The end customer is at the core of what we do. We focus on excellent execution and continuous improvements along the whole customer journey.

To us the customer journey is at the center of all the work we do.

For Life and Pension services in Sweden and Norway Cognizant Lithuania address and manage the entire customer journey. We work with the following processes in the client’s local languages Norwegian, Swedish or English:

  • Contract Estabilishment
  • Contract Administration
  • Contract Termination
  • Claims
  • Fund Trade
  • Transfers Out
  • Invoice Service

We work with insurance companies in Sweden and Norway as well as their end clients. This demands a thorough understanding of not only the languages but also deep understanding of the specific markets and their requirements.

For the processes in Property & Casualty Cognizant Lithuania address and manage the entire customer journey; this means that we work with the following processes in the client’s local languages which at present are Norwegian and Swedish:

  • Contract Establishment
  • Contract Administration
  • Contract Termination
  • No-claims Bonus Transfers
  • Information Checks
  • Error Handling

Our partners are representatives of insurance companies in Sweden and Norway and insurance brokers. This demands a thorough understanding of not only the languages but also deep understanding of the specific market conditions in Sweden and Norway.

For the processes in Health Insurance Cognizant Lithuania address and manage the entire customer journey; this means that we work with the following processes in the client’s local languages which at present are Norwegian and Swedish:

  • Contract Establishment
  • Contract Administration
  • Contract Termination
  • Claims
  • Invoice Services
  • Customer Reporting

Our partners are the representatives of insurance companies in Sweden and Norway and insurance brokers . This demands a thorough understanding of not only the languages but also deep understanding of the specific market conditions in Sweden and Norway.

We have access to the EHR’s (Electronic Health Records) of our clients in order to process claims which is data that cannot leave the EU.

For Retail Banking in Sweden and Norway Cognizant Lithuania address and manage the entire customer journey; this means that we work with the following processes in the client’s local languages which at the moment are Norwegian and Swedish:

  • Contract Establishment (i.e.card, account, loan)
  • Contract Administration
  • Contract Termination
  • Loan Pay-outs
  • Customer Service
  • Defaults

Our partners are the representatives of banks in Sweden and Norway. This demands a thorough understanding of not only the languages but also deep understanding of the specific markets and their requirements.

As a vital part of our engagement with Nordic insurance companies and banks Cognizant Lithuania also support our clients with asset management, address and manage the processes for established clients in the customer journey; this means that we work with the following processes in the client’s local languages which at present are Norwegian and English:

  • Securities Settlement
  • Cash Settlement
  • Fund Pricing
  • Compliance
  • Static Data
  • Reporting: performance, accounting, banking, etc.

This demands a thorough understanding of not only the languages but also deep understanding of the legal aspects, the specific markets and their requirements.

When it comes to customer service, our focus is always to go that extra mile to increase client satisfaction. Our service is based on professional competencies, language capabilities (we speak English, Swedish, Norwegian, Danish, Italian, Russian, Polish, Lithuanian and German) and overall communication skills.

We take end-to-end responsibility for processes, an approach that helps to introduce continuous improvements on the entire customer journey.

  • We improve customer experience by process developments based on customer feedbacks.
  • We improve our IT solutions by having IT and testing skills in-house.
  • We improve our relationships and teamwork by both working and having team building sessions with colleagues from different cultures. We pride ourselves on being part of the Scandinavian culture and communicate 8 hours per day with our Scandinavian customers and colleagues in Norwegian and Swedish.
  • We improve our quality of work by analyzing the required professional competences, mapping competences to the right people, training them if necessary and making sure we have back-up personnel for each competence.
  • We improve our deliveries by constantly making adjustments and relocating resources where it is needed when volumes rise. It makes us flexible.
  • We improve our routines by keeping track of updates in regulations and adapting changes quickly. This is why we are so adept in the pension, insurance and banking market.
  • We improve our processes by using Lean as our guiding light.

Baltic IT supports our processes throughout the entire customer journey. Through our collective expertise, we help our clients make pivotal improvements to the way they work – improvements that reshape the future of their business, their industries, even how business is done.

Our Vilnius nearshore delivery center has a unique combination of IT and business process services supporting complex challenges.

  • Baltic IT has the following capabilities:
  • Front & Back end
  • Mobile Development
  • Automation Testing
  • Content management
  • DevOps
  • CRM
  • Business Process Modelling
  • BI and Analytics

Cognizant offers development of a toolset for actuaries, a framework to measure value, manage risk and protect solvency in a timely manner.

DELIVERY ADVANTAGES

How Can Shared Operations And Cognizant's Expertise Help You?

It’s tough out there. Competitors with smart business models, high client expectations, and an ever-changing technology landscape continue to set new challenges, while daily commitments, strict regulations, and legacy systems act as constant hurdles. Overcome these obstacles and realize your true potential by teaming up with Cognizant’s Vilnius team.

Our Vilnius team solves complex business challenges through well-established and proven processes. Partnering with us ensures greater efficiency, higher quality of work, and the constant improvement of processes. All this will drive your digital transformation, and pave the way for increased customer satisfaction.

Customer Journey

The customer journey is at the center of all the work we do. We address and manage all or parts of the journey that your customer goes through as a client:

  • Becoming a client
  • Being serviced as a client
  • Claiming in case of benefits
  • Coming to the end of the contract
Cost Cuts

Ongoing cost savings. With business processes and IT services, we help you achieve significant savings in the short term, while also focusing on continuous improvements across the entire contract lifecycle.

End-to-end responsibility. Our full service offering – from clarification definition and assessment, through current and future state definitions, all the way to implementation will help you to concentrate on your digital future while knowing the process is in good hands.

Better Business

Business transformation. We help companies conceive, develop and implement new business models as the foundation for measurable growth.

Cognizant was named a leader in Business Transformation by Forrester to bring solutions to clients which are innovative, consistent, and complete. We know that reducing costs, improving customer experience, and revenue growth are the top three drivers for todays business transformation projects.

TESTIMONIALS

Service Center Experts Share Their Thoughts

How far can we reach when it comes to efficient, smart and cost-effective solutions for service centers? How can we deliver the service, knowledge and linguistic ability, which fully meets the demanding customer’s expectations of service? And how can you at the same time achieve significant cost savings? What is the analysis behind the decisions, and how can a shared service center become a strategic approach for a more efficient digitalization process?

Find out more about how other companies are facing these challenges by viewing the recording from our event on Next Generation Shared Services.

Telia's Customer Focus

CHARLOTTA GAMNIS, Head of Service Management at Telia, says that customer satisfaction should be no. 1 focus. Why? Because it is your customers and stakeholders that actually promote your business. To achieve it, you need to measure customer satisfaction, follow up on feedback, establish a support concept, and continuously improve. But remember: even if it is a lot about technology and processes, it is still a peoples’ business, making employee satisfaction a fundamental building block to succeed.

A new way to work Storebrand

HEIDI SKAARET, COO at Storebrand, took part in establishing the center in Vilnius from the very start. In 2015, Storebrand decided to take the services to a new level via Cognizant, in order to enhance customer experience and achieve cost-efficiency. Now, Storebrand enjoys a wide range of services from Cognizant in Vilnius. Heidi describes it as an accelerator for cost reductions, digitization and innovation, allowing Storebrand to come closer to customers, market and growth opportunities.

We’d love to meet you!
Come and visit us in Vilnius.
Vaida Sapole

Business Lead, Cognizant Digital Operations

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