HCL creates shared services across 7 locations for a global Pharma client, to bring about process standardization and

transformation

BACKGROUND
A global pharmaceutical giant turned to HCL as it was discontented with its disintegrated finance & accounting processes with varied applications and procedures spread across several European countries. It required a unified process without compromising the native language necessity and diverse VAT/legal procedures HCL brought about complete process transformation by drawing from its integrated global delivery capability to offer an integrated delivery model. HCL also de-scaled the language skill requirement and developed a language translator tool for easy business language translation to be used by specific domain analysts

CHALLENGES / OBJECTIVES
Disintegrated multi-lingual finance & accounting processes spread across European operations with different applications and procedures Invoice processing in native languages Complex and diverse VAT procedures for various European countries Compliance to SOX procedures and audit Deep need for process standardization and consolidation

SNAPSHOT
Horizontal: Business Services Industry served: Pharmaceutical Service Areas: Finance & Accounting Outsourcing Tools & Technologies: Client in-house Document Management Tool, Business Process Management Tool and Popular ERP

THE SOLUTION
Provided support to create a client shared business service center with process harmonization and standardization across 7 geographic locations De-skilled process and language requirements; successfully implemented the clients in-house tools, and deployed language specific domain analysts Developed a language translator tool for easy business language translation Enabled process transformation - from manual to workflow based automation Developed 2 Lean/Six Sigma Green Belt Projects and Partnership Projects for legal entity integration, exception management, process improvement, and tool implementation for new entities Seamless transition of domain specific processes by drawing from our global delivery capability to offer our client an integrated (nearshore-offshore) delivery model

CUSTOMER TESTIMONIALS
It's great working with you. Please extend a big thank you to all HCL employees providing services to the project. It's a great achievement and we are looking forward to working with you to make the project a great success story. Director Its a great professional and human opportunity to work with HCL! Thank you for all your support. -Italy Process Steward We had a Regional SOX Audit for invoices with sample taking for every country (except NL) and we had no finding - 100% clean. So congratulations to the local and offshore teams! Well done! - EMEA PtP Lead

RESULTS / BENEFITS
Seamless and successful transition of P2P invoice processing across 7 European locations 100% SOX audit compliance Multilingual service delivery supporting German, Spanish, Italian and French languages, apart from English Exemplified Quality Standards delivering 99.9% accuracy in processing, thus exceeding service levels 20% productivity efficiency passed on after the first year of operations Robust governance framework ensuring a risk mitigated approach Excellent C-SAT ratings - 7/7 for overall satisfaction and other parameters HCL has emerged as a trusted, strategic partner

HCL brings transformation across premedia services and operations to a large US based magazine publisher

BACKGROUND
A large US based leading specialty magazine publisher required managed media operations to be provided to over 70 publications in the space of magazines and specialized trade directories. The client was also looking to adopt the Variable Pricing methodology for significant cost benefits It chose HCL to provide transformational Media Operations through strategic sourcing based on our exclusive integrated workflows that deliver content via several publication formats (offline & online) such as print media, websites, applications and social media. HCLs Variable Cost model and integrated global delivery capability was an added advantage.

CHALLENGES / OBJECTIVES
Seamless management of media operations and premedia services for over 70 publications (Magazines, Directories and Websites) Technology transformation for workflow and editorial content management applications Leveraging the Variable Cost Model Quality Management (Stringent SLA Regime)

SNAPSHOT
Horizontal: Business Services Industry served: Media & Publishing Service Areas: Media Operations & Premedia Services (Outsourcing) Technologies: HCL developed Integration Platform

THE SOLUTION
End-to-end service offerings from magazine design to production, along with superior fulfillment, copy centers, web production, managing content from printed collateral and managing content towards event and specialized tradeshows Seamless technology integration of Page Planning systems with Editorial Management along with Content Management, Print Workflows and Systems Logistical management of printers across the globe towards content production for Print and Digital Media streams The innovative Hub-Spoke model drew from our integrated global delivery capability to provide the right mix of primary and secondary delivery centers Stringent quality management, solid governance framework, and automated processes ensured accurate reporting of metrics HCL demonstrated its employee rebadging skills with a focus on long term retention of key resources A blended service mix - nearly 40% onshore and 60% offshore for the first year followed by a gradual change - 30% onshore and 70% offshore

RESULTS / BENEFITS
Variable pricing with an overall cost savings of 40%, and an additional 10% through HCLs Best Practices and Workflow Integration Indias First Technology Integration - Integrated workflows in the production of content and the creation and production of all publications: print media, websites, applications and social media Parallel publishing through leading industry specific Digital Publishing Tools in the space of Proofing and Page Planning Systems Magazine production management from 3 different regions the Americas, EMEA and ANZ Automation of process metrics and reporting

HCL delivers Operational Excellence and cost savings of USD 10Mn by applying production and psychological theories to back office processes

BACKGROUND
A multinational innovative manufacturer of auto components, medical supplies, adhesives, abrasives and other products, required quicker order entry processes and wanted the Turn Around Time [TAT] to be significantly lowered. The client was also looking for exceptional operational excellence and quality, and was keen to apply Best Practices to its order management process It turned to HCL to leverage its 24x7 operations to ensure quick order entry and to achieve 99% quality assurance. It was also focused on implementing HCLs quality initiatives that would result in measurable financial improvements

CHALLENGES / OBJECTIVES
Reduce process cycle time by implementing Best Practices and cutting-edge technologies Reduce Turn Around Time (TAT) Ensure 99% expected quality in order entry

SNAPSHOT
Horizontal: Business Services Industry served: Manufacturing Service Areas: Order Management & Shipment Tracking

THE SOLUTION
Key theories in psychology (Hawthorne effect and Cognitive Dissonance Theory) and production (Toyota Production System) were applied to back office processes, aligning good people with best practices Value added services in the form of least cost routing in the logistics model, thereby achieving faster delivery Synchronized low cost solution to handle the entire SLA metrics and provide on-time every time visibility of order status Centralized data access along with dashboard reporting and analysis capabilities to help managers assess process performance metrics Implemented low cost automation rather than an ERP system, which yielded significant savings in the form of license cost, time to market, and scalability Leveraged key performance indicators and dashboards, and integrated quality control

CUSTOMER TESTIMONIAL
Congratulations on the successful completion of this very important and significant project. I sincerely appreciate the team's efforts in delivering the improvements in Quality while also drastically improving Turn Around Time. The insights provided by the project are extremely valuable (perhaps even more so than the actual dollar value benefits). In fact, I have challenged my team to look for opportunities to replicate your approach and outcomes with the organization here in the US. - Business Process Manager This relationship won the prestigious QCI-DL Shah National Award on Economics of Quality from The Quality Council of India (QCI) and the DL Shah Trust. The Award recognizes successful projects of an organization that have linked quality initiatives to real term financial gains and competitiveness.

RESULTS / BENEFITS
Cost savings of $10 million per year Total outsourcing cost < $1 million per year Turn Around Time (TAT) brought down from 15 hours to 3.40 hours 99.5 % quality assurance on defective orders SOX compliance Very Satisfied C-SAT score; Customers team looking at opportunities to replicate this approach and outcome Operational excellence and employee satisfaction in line with HCLs Employees First (EF) value system

HCL improves operational flexibility and reduces cost by over 50% in Order Management for a global supplier of office products

BACKGROUND
Our client - a global supplier of office products and services, required support for Fax Order Management and was particularly keen on reducing the escalating costs of Order Management. Another key requisite was that the Perfect Order Rate be maintained at over 99% at all times It chose HCL as its outsourcing partner to leverage the strong expertise and skills in Fax Order Processing that HCL offers, which could significantly benefit overall operational efficiency and flexibility

CHALLENGES / OBJECTIVES
Perfect Order Rate to be kept at over 99% at all times Smooth communications to be ensured between end customers, suppliers / vendors, carriers / forwarders Reducing the escalating Order Management cost

SNAPSHOT
Horizontal: Business Services Industry served: Retail & CPG Service Areas: Order Management

THE SOLUTION
The solution comprised several processes, which were streamlined for optimal effect: Processing fax orders received from customers and ensuring the systematic follow-up of incomplete orders Options for credit card information from customers / banks to process online orders Resolving customer queries through email and chat Tracking open POs and expediting vendors for scheduled deliveries Monitoring scheduled product deliveries to end customers Providing Business Review and Usage reports to national account managers for a holistic view of operations

CUSTOMER TESTIMONIAL
I am especially proud of the relationship the organization has with HCL since I am the one who made the first decision to work with you. (I would not admit it if the results were not so great). I appreciate all you do for us and have all the confidence in the world that we will continue to have a long and prosperous relationship. Thanks again for your time, efforts, and results. - V.P. Customer Service, Business Solutions Division

RESULTS / BENEFITS
Fax Order Accuracy Rate increased from 95% to >99% at all times 75% of Virtual Warehouse vendor issues were resolved within 0 1 day Improved operational flexibility with more than 1 million orders processed every year Reduced order management costs by 50% Achieved 99% on-time delivery through real time route management

HCL leverages its integrated business management solutions to deliver cost savings of USD 5 million per year for a global retailer

BACKGROUND
Our client - an established chain of mid-to-high range stores in the Retail industry, was particularly looking for support in Customer Service Voice & Early Stage Collections for proprietary Cards, along with email and back office support for Customer Service & Billing Adjustments. It further required measurable quality improvements and rapid scale-up during the holiday season, combined with the cost arbitrage advantage HCL was chosen to specifically handle the Fortune 500 retailer's credit card account servicing and collections and HCL deployed close to 600 resources to exclusively manage the process, and provided effective Real Time Queue Management. HCLs continued efforts to strengthen the relationship yielded several positive results including exemplary cost efficiencies

CHALLENGES / OBJECTIVES
Customer Service Voice & Early Stage Collections for proprietary cards Email and back office support for Customer Service & Billing Adjustments Increase debt collection Reduce operational expenses, and scale to global operations faster Deliver measurable quality improvements and operational efficiency Enhance customer satisfaction Rapid scale-up during the holiday season

SNAPSHOT
Horizontal: Business Services Industry served: Retail & CPG Service Areas: Credit Card Account Servicing and Collections

THE SOLUTION
We deployed close to 600 resources to manage the collections and credit card accounting processes Provided a separate customer helpdesk to give customers timely and accurate information on credit card products and billing enquiries Developed an in-house escalation handling mechanism and developed capabilities to handle advanced queries Generated canned responses based on the queries, which are being used onshore and offshore Cross skilling of email and billing adjustment advisors to cater to peak volumes Adopted the Integrated Business Management System (IBMS) quality model for operational efficiency and for increasing debt collections

RESULTS / BENEFITS
Cost savings for the client of USD 5 million per year Handling 6 million (inbound/outbound) credit card customer service calls, and over 6 million credit card management transactions per annum Real Time Queue Management support catering to volume spikes & fluctuations, break management, forecasting, staffing & scheduling, capacity planning and headcount management Collection amount of over USD 200 million per year 98% quality accuracy and steep ramp-up by 40% during the holiday season 96% collections achieved during the bucket 1 period of 30 days Customer satisfaction scores improved from 77% to 82% through sustained initiatives; consistently maintained in the Top Two Boxes (TTB) of Satisfied and Very Satisfied The Net Process To Pay (PTP) percentage is the highest across all centers handling collections (4 self managed centers and the fifth being managed by HCL) Cost per call in Customer Satisfaction was reduced by 25% through sustained improvement efforts Per email cost reduction of 25% delivered through sustained efficiency enhancement initiatives

Hello, Im from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 80,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world. How can I help you? www.hcltech.com