Build-Operate-Transfer
Provided an end-to-end BOT transfer for the Largest Information Services Provider.
Challenge
Our client, one of the world’s leading sources of news and information for professional markets, decided to transition specific business processes to their own global team in another country. The time had come to seamlessly move from the Operate to Transfer solution. Complex, highly engaging knowledge-based processes that Exela successfully contrived and supported for decades as a partner, were now to be transferred to an offshore team managed solely by the client.
Solution
Exela applied the Transfer component of its comprehensive BOT (Build, Operate, and Transfer) solution. Exela resources at the global and regional levels were responsible for building and implementing phases of long-term critical client engagement.
In the Build Phase, a committed in-house Exela team had, over decades, developed complete functional and technical knowledge of the client’s core business operations. With an evolved, well-trained, and experienced group of specialists capable of supporting, troubleshooting, and triaging numerous production and technology tasks, Exela demonstrated service excellence with a team-based approach combining diverse competencies to consistently meet customer goals.
In the Operate Phase, skilled regional resources ensured that ongoing operations meet performance, relationship, and cost SLAs. After years of seamlessly managing complex processes for the client, they were confident enough to handle workflows on their own.
In the Transfer Phase, Exela’s Subject Matter Experts stepped up to provide numerous virtual and onsite training to clients’ extended team of new hires on a variety of job-specific production approaches and techniques. Exela’s Training Team served as a mentor and coach and shadowed the client’s offshore employees to objectively track the progress of processes that were part of this transition. The new hires were provided with progressive feedback, and the Exela Training Team maintained consistent communication with them until they were capable of leading the tasks.
In this transition, some of the primary support skills that Exela successfully applied were Workflow Monitoring, Quality Audits, Trouble Shooting, Exception Management, Application Development and Support, and Data Maintenance. Exela Editorial Experts even documented critical aspects of this transition and created a training guide with test cases for chronic issues and a clear list of expectations for the future. All these were achieved in alignment with the client’s Standards, Policies, and Processes. Instead of viewing the transition as a risk of losing a role to the client’s offshore team, Exela’s customer-centric project leadership and project management professionals with extensive industry knowledge and technical expertise chose to focus on a high level of ownership, responsibility, and commitment towards this service.
Benefits
- Diminished risk of business continuity thanks to a smooth transitional phase.
- Implemented certified project management practices
- 24/7 complete support until the client’s captive center is fully integrated and operational
- Minimal loss of knowledge with employee turnover
- Increased productivity and satisfaction of client’s global team.