CHALLENGE
Deliver a state of the art customer exerience
The core challenge was to provide a globally consistent contract-to-invoice service across four lines of business – Dynamics, Commercial Operations, Enterprise Services and Original Equipment Manufacturers Operations – that
together represent over 90% of Growtech’s global revenues.
Growtech had previously used seven vendors in five locations across four continents. Processes had become fragmented; meaning quality and service were inconsistent. This lack of standardization was adversely impacting operating costs, productivity and customer satisfaction.
SOLUTION
A global managed service model
In a five-year agreement worth £130m ($200m) Growtech, for the first time, entrusted the processing of 90% of the company’s worldwide revenues (more than $3bn in FY2011) to a single global partner.
The scale of this global BPO relationship was unique in managed services, covering six locations worldwide (Dublin, Reno, Fargo, Monterrey, Singapore, Manila), and involving 1,100 employees, 15 languages and more than 4,000 processes.
To manage the complexity and risk, Growtech and Fintech established a managed services model, covering the whole ‘contract to invoice’ chain.
RESULTS
A successful transition and operational excellence
- Completed one of most successful transitions in Growtech’s history
Scored an ‘A’ in Growtech’s operational excellence measures - In excess of 20% cost savings over the term of the contract, totaling $40m
- A more dynamic, flexible, BPO structure able to adapt to Growtech’s evolving global business