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Business Process Outsourcing (BPO) Services

Case Studies

Transforming Media Operations for UBM
HCL Transforming Design-to-Fulfillment Media Operations for UBM: A NelsonHall Case Study

B2B media company UBM sought to draw on the growing digital market, while simultaneously reducing media production and conversion costs. Learn how HCL helped the client by improving ‘speed to market,’ reducing media production costs, and the introduction of a variable cost base.



HCL Business Services – powering a 21st Century Enterprise

The 21st Century Enterprise is ever evolving, and expects services that are truly service-oriented, experience-centric and delivered in a truly agile manner, and ultimately deliver the right outcomes through our business process outsourcing services. Traditional business models severely restrict an enterprise’s ability to adapt quickly. In order for organizations to better manage these uncertainties, deliver sustainable performance, and finally succeed and thrive, strategic changes are imperative.

HCL Business Services understands these business process outsourcing priorities, and is helping organizations move from operational excellence and SLAs to real-time decision making—through our business process outsourcing services. We help organizations to not only manage risks and business outcomes more effectively, but also deliver a consistent and best-in-class end-user experience. We have been a trusted partner to the industry’s leading organizations, driving underlying process transformation—be it in Energy and Utilities, Media, Publishing and Ecommerce, Healthcare, Banking, Insurance, Retail or CPG, Telecom, Manufacturing, Transportation and Logistics.

We bring vast BPO experience in process design, simplification and harmonization, digitization and automation, and agile transition and transformation. Our BPO services deploy highly industrialized operating models, thereby enabling our clients to truly become 21st Century Enterprises.

HCL Business Services Differentiators

HCL is one of the eight 21st century companies to have generated a net profit of $1 billion, revenues of $5 billion, and a market capitalization of $15 billion. With operations spanning 32 countries, involving 105,000 dedicated professionals, HCL is a one-of-its-kind market leader in business process outsourcing services.

The HCL BServ edge is a result of the following differentiating factors in business process outsourcing–

Innovation & Flexibility

Our unique combination of deep domain expertise in BPO, technological know-how, and process excellence have allowed us to constantly innovate and reinvent smarter ways to deliver BPO services. Our collaborative and consultative engagement approach allows us to be flexible, while delivering high impact changes. HCL Bserv has demonstrated the ability to create and execute highly customized BPO constructs—ranging from Joint Venture (JV), Build-Operate-Transfer (BOT), Assist-Captive, Hybrid, pure-play third-party outsourcing and co-sourcing models. Our BPO services capability has ensured regulatory compliance in various markets, while at the same time allowing clients an appropriate level of control and visibility across their outsourced operations.

Integrated Model

Our proprietary EFaaSTM (Enterprise Function as a Service) model enables us to deliver the entire stack of services, namely—the core Infrastructure layer, the underlying applications and enabling tools, and the services layer for our clients. Delivering these layers through an integrated as-a-service model ensures robustness, scalability, and standardized results for our clients. Our ability to uniquely deliver BPO services through the right commercial models—such as per-use, per-transaction, per-subscriber payment models—helps reduce heavy, one-time setup costs, and accelerate outcomes for our clients.

Industry-specific offerings

Due to its deep domain expertise as BPO service providers in various industry verticals and horizontal service lines, and the ability to bring in the right tools and technologies, HCL Bserv has been able to construct BPO service propositions that are targeted at specific business challenges. We also bring a smart ecosystem of strategic partners who offer new-age and niche capabilities to the BPO industry, such as digital transformation, analytics, robotics automation, cognitive computing and artificial intelligence, benchmarking, etc. This also allows us to customize our BPO offerings to specific market and industry nuances.

Tools, Technologies, Platforms and Framework

HCL’s DryICE® Autonomics framework combines the power of Orchestration and Agility to deliver accelerated value through smarter automation. This framework incorporates multiple technology elements, such as Workflow & BPM solutions, Robotics & Process automation, Machine learning, Natural Language Processing, Service exchange, etc.

BPM & Workflow platforms

The ability to orchestrate across disparate underlying technologies and processes, which may very often be delivered from multiple locations, is central to driving process efficiency and effectiveness in IT business process outsourcing. HCL’s proprietary BPM platform (TOSCANATM) enables us to effectively mobilize across such disparate operating systems, and provide end-to-end visibility and control over the process. Since TOSCANATM can easily be integrated with the underlying systems and databases, it also incorporates elements of operational analytics and dashboards, enabling faster and more informed real-time business decisions.

Robotic Process Automation

 Tasks requiring manual extraction and processing of information from multiple systems and data types can now be rapidly streamlined and automated using RPA tools. HCL Bserv as BPO service providers has established Centers of Excellence in all major RPA technologies, and also brings its own automation solution (under the DRYiCETM framework). This approach to IT business process outsourcing has rapidly been applied to a wide variety of operations to deliver significant outcomes in areas including:

  • Virtual workforce solutions in areas such as customer onboarding and account opening
  • Automated chat-bot solutions leveraging Natural Language Processing (NLP) technologies
  • Self-healing bots and Runbook automation for service desk operations
  • Auto extraction of data from complex, unstructured (including handwritten) documents to automate processes such as customer correspondence, contract management, etc.
  • Automation of standard customer service operations such as change of address, payment processing, etc. 

How can HCL help you?

Our BPO Services span the following industries:

  • Energy & Utilities
  • Media, Publishing and Entertainment
  • Healthcare, Pharma and Lifesciences
  • Banking and Capital Markets
  • Insurance
  • Telecom
  • Hi-Tech and Manufacturing
  • Travel, Transportation and Logistics
  • Retail and Consumer Packaged Goods

And our BPO solutions across these industries include:

  • Supply Chain Management
  • Customer Lifecycle Management
  • Product Support
  • Finance and Accounting

The Market Segments and Services sections provide more details about our BPO offerings. To set up a conversation, contact us


Service Portfolio Market Segments


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Case Studies

Payroll outsourcing
Payroll Outsourcing Services
Benefit Administration
Benefit Administration for a Leading Insurance and Financial Services Provider
Accounts Payables
Accounts Payables Management for a Global Top 5 Pharma Company
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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.