A Voyage Towards the Efficiency Horizon
Brian Rivers, Head of Operations at one of the largest mutual insurers in the USA, was looking to setup global capability centres to lower costs and minimise operational risks. Needing to modernise legacy systems, transition 100+ roles, and clear accumulated backlogs as a part of the strategy, he turned to Infosys BPM for help. This case details how Infosys BPM’s wave-wise transitions and elaborate standardisation operations helped successfully set up the GCC and clear 5000+ backlogs within a month, while delivering a 22% gain in productivity and >60% drop in costs.
Approach summary:
- Detailed a Built-Operate-Transition engagement model
- Negotiated tri-party agreement with client and vendor
- Launched operations from GCC centre in Hyderabad
- Conducted wave-based transition for 200 FTEs
- Stabilised and optimised operations pre-transition
