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Platform based services

Platform based servicesThe integration of software and business process outsourcing (and increasingly even knowledge services) has been anticipated for a while now. Customers of outsourcing services are moving on from piecemeal outsourcing to transferring ownership of processes to their vendor partners, and prefer not to go shopping for services that can be provided under one roof by end-to-end service providers.

A key ingredient of the integrated offering will be the creation of platforms, especially for back-office and transaction processing services. Platform-based BPO will allow vendors to delinearise growth through large-scale productivity payoffs and pay-per-use revenue models, besides building their own IP. While new platform development is already among strategic plans of most major software companies, acquisitions of companies with proprietary platforms are also picking up. Though acquisitions cannot eliminate minimum investments in capabilities for customisation and backward integration, it can be an option for companies that do not want to build their own platforms from scratch.

HCL along with our partner use the optimal combination of technology, process excellence and human resources to deliver high quality service and enable our clients in Customer retention in a highly competitive market with Scalability and Shorter time to market of new/converged services.
 

Objectives

  • Provision of end-to-end services – Order-to-Cash
  • Providing the underlying technology platform
  • An outcomes-based contract that focuses on quality, accuracy and on-time delivery
  • A predictable pricing model that is flexible based on business conditions
The critical success factors for Platform Based BPO:
  • Ownership of a good delivery platform
  • Deep domain knowledge
  • Business process expertise
  • Scalability
  • Transition expertise
  • Delivery expertise
  • Offshore expertise
 
Platform Based Services Graph


Capabilities

  • End to End Order-to-Cash Solution for Consumers, Business, Wholesale & White Label Channels
  • "Quote to Cash" online experience for the customer, managing the process from sales to collections
  • Aggregates, bundles and bills for products across multiple technologies (both IP & legacy) from both a carrier's own network/services as well as wholesale suppliers
  • Zero Touch / Low Touch Service Provisioning
  • Easy and intuitive web based applications for Operators, CSRs, Channel Partners & Customers
  • A Java EE integration platform with Business Process Management, Workflow Management, Notification & Task Management, SLA Support, Reporting & Analytics and full Administration Framework
  • Offshore expertise

Financial

  • Revenue Growth
  • Margin Protection
  • Reduced OPEX and CAPEX

Competitive

  • New Service Roll-out/Substitution and Service Differentiation
  • Market share growth & protection
  • Convergence of Voice, Data and IT enables provision of new offerings in packages

What Customers Say

HCL’s engagement in the medical writing space has been one of the most fulfilling experiences in terms of the value delivered over the past 4 years. HCL provided prompt, professional service and sound advice through a dedicated team supported by good leadership. HCL not only has an outstanding medical writing group showing a passion for science and accuracy and also bringing a creative flare to their contributions but also has an equally dedicated and passionately driven clinical operations and data management team. In projects with tight timelines, the teams worked cohesively and delivered at a very short notice with a high quality regulatory document for submission to various regulatory authorities. It’s an absolute pleasure to interact and work with HCL.

- Dr. Anil Avhad, DGM - Medical Services, Glenmark Pharmaceuticals, Mumbai, India

 

"HCL helped turn our vision of a Global Security Operations Center into a reality… HCL’s security controls are among the best that I have seen in any of our business partners... I believe the qualities that led them to success on this project will assist our entities in achieving their own goals."

- Director, Global Security, One of the top 3 global pharma companies