Hexaware Partners With Leading European Telecom Service Provider To Offshore Back Office Operations

With increasing outsourcing in the IT industry, clients of IT service providers are facing numerous challenges. In order to encounter this issue, the client, Europe’s leading telecom operator, introduced a step change in productivity to meet the program objectives.

It was observed that client satisfaction could only be determined if you delved deeper, as all clients seemed to be content superficially. Hexaware worked with the client to devise a solution which addressed their requirements and focused on 4 key areas - Choice of location, implementation approach, set up of scalable processes, and progress and innovation.

Benefits derived:

• 50% reduction in service TCO over a 3-year period
• 95% operational accuracy
• Almost 10% increase in revenue due to increased upsell and cross-sell
• RPA and automated workflow-driven tools
• Improved customer experience through process standardization