Global BPO Leader

Global BPO Leader

Financial Services Firm Cuts Costs and Gains Productivity with IT Services Transition

IT Services
Customer Lifecycle Management
|
Banking, Finance & Insurance
PDF

 

A global business process outsourcing (BPO) leader, this organization provides back-office financial services and payment processing solutions across North America, Europe, and Asia-Pacific. The firm specializes in financial transaction automation and document management services for organizations seeking greater finance and accounting efficiencies.

Challenge

Confronted with mounting IT costs and delivery inefficiencies, this BPO leader decided to create an offshore technology team for transitioning select IT projects. In attempting to set up the offshore facility, the organization faced:

  • An inability to attract top talent
  • Longer than average recruitment cycles
  • High attrition rates
  • Delivery problems
  • Quality issues
  • A lack of transparency into the new offshore operation

Solution

The company transferred its IT services division to Aptara to leverage a respected brand name for recruiting and a proven outsourcing model for quality execution. Aptara created a dedicated IT Center of Excellence that:

  • Works as an extension of the company’s own onshore operations
  • Employs dedicated leadership, highly skilled developers, and certified network technicians
  • Quickly ramps up or down to meet varying demand
  • Utilizes the Aptara learning platform for thorough onboarding and training
  • Employs Aptara’s extensive and secure IT infrastructure
  • Provides a proven model for formally transitioning projects, from addressing staff augmentation to project financing and payroll details

Result

Transitioning IT services to a dedicated Aptara-run IT Center of Excellence resulted in:

  • A highly skilled and highly dedicated IT department
  • Greater employee satisfaction and much lower attrition
  • Clear and open communication between teams
  • Significantly higher productivity
  • Significantly fewer quality issuesSignificantly lower development and operating costs