For the outsourcing of Business Intelligence Reporting Services of a major insurance services provider to the wireless communications industry

The client is one of the largest Mobile Insurance and Enhanced Services providers for Wireless Carriers in the US, offering handset and Data Device Insurance Programs, Roadside Assistance services, Warranty Management plans, Equipment Management solutions and a variety of other customized products to wireless subscribers. With more than 25 wireless carriers and over 50 million subscribers, it has become a leader in this domain.

The Challenge

With an extremely exhaustive customer-base, the client needed robust tools for their huge reporting requirements. In an effort to meet these requirements, they installed some of the latest tools and components in the market and deployed several internal teams for the different types of reporting.

Over 14 different internal departments and more than 25 clients resulted in a large amount of data which was difficult to maintain for the reporting teams. Moreover, the client faced increasing problems of presenting the raw data in a systematic, organized manner in front of their clients or prospects. As a solution to this bottleneck, the client decided to form a separate, specialized department, dedicated solely to the task of generating high-end reports for their clients.

After setting up this department, the client faced further challenges in the form of collating data from various sources, compiling it in an easily comprehensible format, and creating standard templates for the reports that were generated.

Based on the client's well-established technology outsourcing relationship, they decided to outsource the entire reporting process to Synechron.

The Solution

Considering the complexity of the challenges involved in transitioning this process, Synechron decided to send a team of experts with strong domain understanding and knowledge to study the process onsite.

Synechron adopted the following multi-step action plan to address the issue at hand:

• Study the existing process
• Identify the loopholes in the existing process
• Take corrective measures to rectify the existing bugs in the process which can be potential barriers in the outsourcing of the operation
• Migrate the process
• Set up an offshore team
• Monitor the transition process closely to minimize costs and maintain process continuity

Synechron's team of domain experts worked closely with the core group that was set up by the client to understand the process and identify the existing loop holes.

After a thorough study, Synechron came up with the following solutions:

• Designed new templates for the client's reporting system which were efficient and flexible
• Fixed most of the bugs in their existing system to ensure that the process that would be migrated had a bare minimum number of inherent errors
• Conducted training sessions for the offshore team via video-conference which greatly reduced training costs
• Established a secure VPN tunnel between the client's US network and the Synechron office in order to maintain data security and confidentiality

In addition to these solutions, Synechron went the extra mile to provide several other value-added services:

• Introduced quality checks to generate & maintain flawless reports in Client Services Reporting
• Maintained a QC Report to keep track of the quality of delivery
• The Synechron offshore team in India took the initiative of generating several reports which were not in the scope of the project and managed to deliver successful results in these assignments
• Automated several of the reporting systems, reducing the total time and effort involved, and bringing in greater levels of uniformity in the work

The Result

Synechron managed to exceed client expectations by successfully migrating the entire Client Reporting Services processes offshore, and further improving their methods and systems in the process. Having completed over 15 months of operations, Synechron has helped the client realize significant cost and productivity benefits. The client has reduced operational costs by up to 60%, excluding the cost benefits realized due to outsourcing. Synechron’s offshore Client Reporting Services team managed to meet all the predefined timelines and have maintained a 100% accuracy record from the beginning. This engagement, which demonstrated Synechron's process expertise, established us as a complete business partner to the client and brought in several other such opportunities over a period of time.

More Case Studies