OffShore Delivery Center for Banks

ACS is offering its expert ODC services to leading IT service providers to help them manage their cost of deliveries and provide an expert desk of consultants to resolve their complex business challenges



Offshore Delivery Center

How a leading IT service provider in East Africa is saving huge cost and improving clients’ experience by leveraging ODC services

Case Study One


Business Situation

Changing business situation with increasing complicated deliveries is mounting constant pressure to manage the cost of services. This often drives the business to look for alternate solutions. Some of the options are; outsourcing, remote assistance from low cost geographies, sourcing the talent with flexibility to engage and disengage at short notice without compromising the quality on the talent. These are the options companies evaluate to manage the fixed and variable cost while managing their IT requirements.

Challenges

One of our clients who is a provider of IT services to leading banks in the region was facing serious challenges with implementation and technical support to their customers. The key problem statements were as below:

  • Retaining competitive technical resources
  • Cost of delivery and technical support was very high
  • Long Delivery time line
  • Limited bandwidth to convert potential business opportunities

Solution

The client hired ACS to consult this leading IT service provider in East Africa to provide its consulting services and offer a long lasting and cost-effective solution for the existing challenges. We analysed the problem by carrying out root cause analysis of the existing challenges. Post the analysis on few key parameters we advised to set up a cost effective ODC in a low-cost geography with the availability of quality talent pool on the required domain.


Process driven methodology was adopted to set up the ODC. The details are as below:

Location:India
Model: Build and operate
Team Composition: Technical consultants with core banking and ERP expertise, Business, analyst, tester, Database administrator, System analyst and architect.
Technologies: Java Technology, Mobile technology, PHP, Microsoft .Net


Benefits

The ODC has turned out to be very instrumental for them. The key benefits experienced by them are as below

  • Dedicated, highly skilled and talented team of developers and business analysts.
  • The support service improved immensely because of the availability of the competitive offshore resource pool at a relatively very low budget.
  • Implementation time frame has reduced for the projects.
  • Quality and technical resolution time frame has improved immensely.
  • An average 40% cost advantage situation compare to the earlier setup.
  • Best of breed IT infrastructure and connectivity.
  • Offsite team works closely as their Extended Organization.

Case Study Two


Business Situation

With 10 years of existence, the client is the specialist for process-oriented business solutions. The strengths of the consulting and service company are the design and the optimization of processes in all operational business areas. The company desperately needed to revamp and modernize its aging, decentralized IT service delivery systems as the company faced a number of problems in the vital processes and Service desk tools they rely on to support their user base.

Challenges

  • Notifications were not effective and were flooded through emails
  • Inaccuracy of incidents
  • Inappropriate functioning of Approval workflows
  • Lack of service level agreements (SLAs).

Solution Implementation

Our Service Management solutions combine the power of Service now with huge years of experience in process consulting, training, and implementation of ITSM and ITOM solutions. Together with Service now we streamline service management processes across the enterprise. Given resource and time constraints, it took weeks to implement Service now Incident, Request, Problem and SLA Management. Initially, our team configured the Workflow module to translate the end Customer’s process diagrams into the language of ServiceNow, as well as determine workflow functionality by using workflow activities. This way, multi-step processes regarding incident management and request fulfillment were automated.


INCIDENT MANAGEMENT - Designed service portal

  • Interface to enable user log incidents
  • Automated classification according to impact, severity and urgency
  • Automated assignment to appropriate groups for accurate resolution (request fulfiller)
  • Escalation and management to facilitate resolution and reporting

Problem Management

  • Help IT investigate the root cause of an incident through structured problem analysis & workflows
  • Track solution/response and archive
  • Analyze solutions and predict resolution for similar problems

SLA Management

Generation of live report in proactive mode for not missing the SLA with the help of PA engine. Instead of guessing at status, easily obtain information about work in progress and jobs coming up against SLA deadlines.


Result

  • 40% Less Unplanned Downtime Incidents
  • 20.11% Faster Resolution Of Those Incidents Due To SLA Management
  • Customer Satisfaction (Survey) Increased by 42%-50%
  • More Productivity by Adopting Servicenow Tools

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