Case Study

Banking, Financial Services & Insurance

YOUR SUCCESS IS OUR FOCUS

Debt Collection Company Boosts Business through 24/7 Support and Automation of Manual Processes
A leading debt collection company in the United States which provides services such as collection, demand letters, outsourcing, invoicing, electronic bill presentment, deductions management, and filing bankruptcy from its large network of offices. The company was looking to increase process and output accuracy of IT systems to enable cost reduction and enhance customer services.

Customer Profile

This would be possible through: Development and maintenance of IT systems, especially Collections System that would aid efficiency in debt collection 24/7 maintenance and support Enhancements to web-based solutions to reduce processing turnaround time and enhance report generation performance

The issues logged were replicated in Hexawares internal tool PA (PlanArena) Each issue was analyzed by the onshore and offshore associates and resolved with either a bug fix or an enhancement All requirements were documented and treated in a process oriented manner Each of the tickets reported was logged into PA by the associates and the analysis started after exchanging queries and clarifications to proceed with either a bug fix or an enhancement

The Solution
The Hexaware team helped the client achieve its business objectives by improving support and providing new functionalities. Hexaware deployed a small team onsite and another team for offshore support. This was to ensure maintenance and development of the IT systems. Hexawares primary goal for this off-shoring initiative was to reduce costs while maintaining or improving current SLAs for the organization Roles were clearly demarcated across production fulfillment,production support monitoring activities, and enhancements to ensure total accountability. For the Technology streams,Hexaware set up Microsoft, Mainframe, and Oracle to understand requirements and debug/enhance reported features leveraging the appropriate technologies.

Technology Environment
Technology : ASP.NET, VB.NET, MS Access, COBOL,JCL, CICS, VSAM, VC++, C#, JSP, JavaScript, HTML,Object Star, WebSphere, AHP, PHP Application Platform: Sun Solaris, Unix Windows95/98/NT/XP (Client) / Windows 2000 Application Server / Providers: Oracle JDBC Thin Driver,SQL .NET Provider

Functional Architecture
Java Client Courts Business Users C L I E N T contracts Views Fees Limits Settlement Processing D A S Y VA Calculations Payment Agreements Payment Processing

Dolphin
Court Processing MB VB Disputes

MASSDAT

Home Users Import File

Banks / Clients

C L A I M I N F O

Debtors Claims Contracts Bookings Addl. Info

Claim Creation

Mandant Calculations

E Accounting X Address Info P O Termn./ Risk info R DTAUS Requests T S Credit Rating Push I M P O R T S Credit Ratings Pull MT 940 Payments/Costs Barwert Values

SAP

Benefits
247 support through Hexawares teams onsite and offshore Increased output accuracy and improved productivity as manual processes and reports generation were automated Improved overall turnaround time for delivering reports Seamless transition of critical web applications to latest technologies through re-engineering and re-platforming projects Improved interfaces for improved performance

UNISERV

Reports Processing Letter General Mandant Cognos Printing Reports Reports Reports

UCS

DL Contracts

SCHUFA

UCS Users

Reminders

Transactions

Bill / Fee Calculations

Collection Info

MultiCash

Debtors Copyright, Hexaware Technologies

Business Users

Clients

DL Einzug Users

Methodology
The Maintenance, Support and Enhancement methodology was designed in accordance with SEI CMM Level 5 processes: Issues were logged by the customer in a tool named AWT (Analytical Web Tool) that each Hexaware offshore team associate could access

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