Large Global Bank
One of the world's largest global banks needed to build and maintain a centralized customer service center to support its corporate and investment banking operations throughout Asia.
The firm decided the best course of action was to outsource the project to Capgemini. The scope of the resulting partnership was significant, involving the management of more than 10 core applications, and the support of 137 full-time personnel in nine countries.
Key challenges included:
Cost efficiency: A primary goal was to facilitate cost-effective, streamlined operations, with minimal personnel requirements and unit maintenance costs.
Quality Assurance: While achieving reduced costs, the Center would also need to further strengthen the firm’s brand image and leading market position in Asia by providing optimum customer service on a consistent basis.
Benefits Tracking: A system for tracking the progress and evaluating the strategic results of the outsourcing assignment was also required.
Our Approach
A strategic plan was developed by Capgemini geared toward the delivery of exceptional performance and the creation of sustainable value for the client. Special emphasis was placed on the alignment of business strategy and information technology issues. IT decisions were addressed within the context of their contribution to business performance.
Key success factors included Capgemini’s expertise in large-scale project management, in-depth financial industry experience, and vast multi-national experience. At each step along the way, from strategy to system implementation to operations, we were able to utilize precise knowledge of international best practices.
We developed an innovative system for measuring performance and tracking benefits as perceived by the client. This included a business-focused “scorecard” which included key performance indicators such as head counts and cost reductions. Actual performance was tracked against phased target achievements, and executives and senior managers utilized a range of high-level KPI measures to evaluate progress.
Value Delivered
The initial project produced excellent, quantifiable results. Unit maintenance costs were reduced by 38%, with net cost avoidance of approximately $2 million (U.S. dollars) per year. Over time, head counts and costs continued to be reduced as additional countries and units were incorporated and effectively supported.
As a result of the successful implementation of the customer service center, the project continued and expanded significantly to include:
- applications management of more than 35 core applications
- support for more than 40 countries and 200 FTEs
- expanded coverage into consumer and private banking sectors
- increased geographic coverage into Hong Kong, Sydney, Japan, Malaysia, Indonesia and Taiwan