Digital Process Operations- Leading the transformation for enterprises | HCLTech


Technology is fast changing the fundamental nature of businesses.Organizations which were once world leaders in their space are now giving way to new age technology-led innovative business models led by next-gen dynamics. Changing business landscape and evolving customer expectations is disrupting the erstwhile traditional cost/labour arbitrage BPO services. 

Legacy processes are getting streamlined through innovative process centric methodologies to make them more standardized, agile and lean. To remain competitive in the shifting technological paradigm, businesses are leveraging digital technologies like automation, analytics and IoT. AI & machine learning is augmenting humans to create digital workforces of tomorrow. The objective is to reduce costs, manage risk & compliance, provide sustained profitable growth and create superior customer experience enabling them to transform to the enterprises of tomorrow.

To help businesses address the changing industry paradigm, HCLTech Digital Process Operations (DPO) with its digital services and solutions is reimagining the role of technology from being a driver of marginal efficiency to an enabler of digital innovation and business performance. 

Our Process-First, Technology-led Digital Operations approach helps organizations better manage their overall goals. Our approach focuses on helping organizations redefine their traditional inverted operations pyramid to an upright three-stacked digital operations pyramid.

Accelerators and Enablers

BPM & Workflow platforms
3 lever Business Process Modelling (BPM)

HCLTech engages with its clients from across industries to conduct BPM studies. The study provides customers 3 lever analysis which facilitates the adoption of a Lean standardization view, risk management culture and helps identify automation opportunities. With the objective of equipping HCLTech resources with BPM skills, the BPM specialization programme covers three important levers which includes Value Stream Analysis & Mapping, Risk Assessment and Control Definition and Potential for automation. The BPM skilled resources through 3 lever analysis will be able to provide prioritization heat map for solution implementation.

Robotic Process Automation
Robotic Process Automation (RPA)

HCLTech proprietary EFaaSTM (Enterprise Function as a Service) model enables the delivery of the entire stack of services, viz. the core infrastructure layer, the underlying applications and enabling tools and the services layer for clients. Delivering these layers through an integrated as-a-service model ensures robustness, scalability, standardized and highly predictable service outcomes. HCLTech EFaaSTM model helps ensure scalability and highly predictable service outcomes for clients.

Please note that EFaaS is for North America and APAC regions only.

Three Line of Defense Model
Three Line of Defense Model

HCLTech Three Line of Defense Model helps clients meet their regulatory expectations and enables them to adopt a risk management culture. It ensures greater accountability, better coordination, and enhanced risk and compliance via latest technology adoption.

Transition Management Academy (TMA)
Transition Management Academy (TMA)

Objective for Transition management academy is to build capability in creating value whilst on-boarding new clients and creating shared services operations. Transition Management Academy aims at creating a pool of certified resources for process analysis, design, transition, and improvements by equipping, training & certifying operational SMEs & managers with necessary tools, skills & knowledge.  HCLTech ASSeT™ transition methodology ensures smooth transition.  ASSeT™ is an integrated end-to-end transition methodology framework covering the entire transition lifecycle.

Quality and Compliance Framework
Quality and Compliance Framework

HCLTech has a robust quality management approach covering both Transactional and Strategic quality. HCLTech’s quality management framework is compliant to ISO 9001:2008 and transitioning to revised ISO 9001:2015 standard guidelines that promotes the culture of ‘Risk Based Thinking’ using proactive approach to assess the ‘Risk & opportunities’ for all the interested parties.


Horizontal Services


Our capabilities encompasses smart process design, intelligent operations framework, focus on compliance, required visibility & controls and embedded analytics through use of state-of-the-art technologies including Robotics, Smart device solutions thereby achieve vision of modern day CFO’s.

Supply Chain Management

HCLTech’s advanced SCM Services facilitate smart decision making and help you in optimizing and streamlining supply chain functions, building an agile ecosystem through automation.

Digital and Content

A holistic digital marketing and content solutions across marketing channels, markets, languages and content type (owned, paid and earned). Our proven capabilities in technology, business transformation and managed services coupled with unique partnerships deliver personalized experiences in constantly evolving physical and online environment.

Customer Experience Management Services

We help our clients deliver engaging experiences and achieve process efficiencies across the customer lifecycle through the power of cognitive intelligence, robotics and virtual assistants.


HCLTech is dedicated to solving industry-level problems using next-gen Artificial Intelligence, Machine Learning, Computer Vision techniques with seamless integration with RPA. Automation of complex, unstructured tasks require cognitive skills and automation of rule-based, structured tasks is achieved through RPA. This enables end to end enterprise automation, which we call Cognitive Automation.

Vertical Services

Life Science

HCLTech offers optimized Life Sciences services that drive operational efficiency, optimize R&D expenditure, and provide high quality professional services together with the required compliance.