Quick ramp up of 9 processes in 6 weeks while improving quality in payment processing

The Client

A leading payments processing firm in U.S

Challenge

    • The client wanted a quick ramp up to achieve benefits
    • 9 different processes offered from 2 different centers with stringent SLA’s
    • To achieve 100% ramp up in 4-6 weeks at 98% quality levels

Solution

    • Coforge conducted a Strategic Value Assessment using SmarTransTM
    • Developed a roadmap of outsourcing based on complexity and risk
    • Mix of both onsite and remote Training

Execution

    • Complex process training (needing 3 months at client site) was completed in 6 weeks at Coforge
    • Hired SME and lateral hires - Ramped up to ~ 150 FTE within a span of 6 months

Value Delivered

    • 40% operational cost savings
    • The backlog cleared within 2 months
    • SLAs at over 99% adherence
    • Quick benefit accrual - 100% ramp up across all processes in 6 weeks