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