Our
Customer
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Our Customer
AT A GLANCE
800
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200
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600
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The client, a European Telecommunications major with a presence across 9 countries, offers mobile services, telephony services, data network services, content services and global IoT solutions.
www.hexaware.com |
marketing@hexaware.com
Business Challenges
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The client wanted to optimize existing operating costs and pass the benefits to its end customers by re-investing in better technology/infrastructure solutions.
Business Challenges
They had set the following objectives for themselves:
The client’s previous environment had SAP running on-premise with no Disaster Recovery (DR) capability. This exposed the organization to risks, with extremely high downtime for SAP during recovery which led to-
The overall strategy was to outsource B2B & B2C back-office processes and retain the management of any escalations and servicing of high-value contracts through the in-house team due to the need for language requirements. They also required Hexaware to be able to ensure the following business objectives were met:
Drive operational efficiency to help the client gain a competitive advantage
Improve quality of services by focusing on value additions and continuous improvements
Migrate the business with minimal impact to their end customers
Provide a transformation roadmap
The high-level scope for different line of business were:
Business
to Consumer
Business
to Business
• Customer Information Management
• Query resolution
• Payments and Billing Management
• Number port out or Transfer request handling
• Value added Services
• Billing and Invoicing
• Escalation Desk Management
• Customer information Management
• Payment processing
• Invoice Processing
• Refunds validation and processing
Finance
www.hexaware.com |
marketing@hexaware.com
Our
Solutions
To meet the overall objective of migrating 100+ back-office processes, 200+ subprocess and 200+ FTEs, Hexaware focused on delivering a seamless project with minimal issues and slippages.
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To meet the overall objective of migrating 100+ back-office processes, 200+ subprocess and 200+ FTEs, Hexaware focused on delivering a seamless project with minimal issues and slippages.
Our
Solutions
To mitigate risks, Hexaware decided to set up a recovery strategy for SAP using cloud services on Microsoft Azure Cloud. This was intended to enable the client to have an RTO (Recovery Time Objective) of 8 hours and RPO (Recovery Point Objective) of 4 hours. The same could be configured as an on-demand DR solution, allowing the customer to pay for DR services on an as-needed basis.
Other inclusions of the solution were:
• Implement DR for SAP HANA servers with an improved RTO & RPO
• Ensure future readiness for migration of on-premise workloads to Azure
We could successfully transition ~ 200 FTEs catering to the B2C, B2B and Finance functions spread across 2 countries (Sweden and The Netherlands).
Transition done in clusters (basis LOBs, similarity, complexity, etc.)
A Well-planned Transition Process
Initial Phase – Lower criticality, Later Phase – High criticality
Responsibilities split between the client’s retained organization and Hexaware
Proposed a to-be state operating model with an onshore and offshore component across in-scope processes
Tracking and reviewing the risks periodically with all the stakeholders until closure
Key factors of the split - language dependencies, regulatory requirements and end customer interaction requirements
OUR
SOLUTIONS
www.hexaware.com |
marketing@hexaware.com
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