Case Study

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Customer Experience

Delivering a seamless and risk free transitionfor world's largest visa services providerAbout the ClientOur client is the world's largest outsourcing and technology services specialist for governments and diplomatic missions globally. The company manages visa and passport issuance-related administrative and non-judgmental tasks for its client governments. It operates at a large scale with more than 2200 application centres and operations spanning 124 countries cross five continents. With approximately 50% market share of the outsourced visa applications market globally, the company serves interests of 50 client governments and has processed a milestone 126 million applications since its commencement in 2001. The company follows a series of highly advanced, precise and streamlined processes to ensure absolute security and confidentiality to its client governments' and applicants'. Our client is a wholly owned subsidiary of the largest public-listed tourism company headquartered in Zurich, Switzerland.

Client SituationOur client operated in a hybrid outsourced model for contact centre delivery to cater to the growing global numbers for processing Visa applications which also included an inhouse team of experts supporting 21 locations and 20 global languages. The outsourced operations were supported by 9 different vendors that serviced 11 locations and 13 languages. A large chunk of work was also subcontracted to few Facility Management Companies (FMC) where the client couldn't function due to regulatory needs and cultural reasons. These FMCs operated under the direct control of the client, following the same systems, processes and rules however borne the cost of staff and operations.

Main Objectives• Consolidation & transformation of the current contact centre

operations and follow one vendor approach

• Rebadging of the resources from the existing client operations

• Unified Communication Model to monitor & control all interaction

channels

• Real time control over the global operations using a single partner

approach

• Outcome based model to contain costs of administering the processes

Facts• CSAT Achievement - 96% month on month since inception in

January 2015

• Total requests handled- Approx. 600,000 requests on email,

phone and chat in just 6 months

• Number of missions supported - 90+• Languages supported - 13 (English, Hindi, Punjabi, Bangla, Gujarati,

French, Spanish, Portuguese, Mandarin, Cantonese, Russian,

Polish, German)

A major challenges for the client was to consolidate these operations to maintain a 'SINGLE VENDOR APPROACH' while containing the costs. Another requirement was to replace their existing Business Intelligence solution with a web based reporting tool to enable decision support system.

Critical Success Factors Hexaware Approach

Risk identification and mitigation impact on transition costs

• Jointly kicked off the risk identification along with the client team

• Approach for budgeting, approval and cost sharing was agreed

• Carried out the mitigation plans for risks and costs impact analysis

Client service level with missions • Continuity of services and achieving Business As Usual service levels from

day 1 was a key client requirement - additional agents factored in the effort estimation

and budgeted for in transition costs

Change management • Change management scope outlined, impact analysis conducted, change roll out and

communications planned and tracked by project team including – Re-badging of staff,

communication and approval from internal impacted department on the roll out,

communication to missions, communication to incumbent on change and support required

Risk identification and mitigation impact on transition costs

Service cutover • Business requirement of calls, emails and chat services to be hard cutover

• Activity meticulously planned with a roll back plan outlined incase any issues faced

Knowledge transfer effectiveness • Knowledge Transfer identified as a key risk in transition from incumbent

• Mitigations and approaches for each of the phases planned in advance

Business continuity • Ensured that the communication and transition of partners had no adverse impact on

operations delivery which was achieved in aggressive timelines

Scope of projectMigration and consolidation of outsourced operations (Calls, Emails and web chat services) globally to Hexaware centres. Roll out completed in 4 phases:• Phase 1A - Migration of services(Calls, emails, web chat) from incumbents in India managing calls for Missions serviced by client in India, Australia to Hexaware delivery site in Mumbai as well as re-contracting and managing an incumbent BPO in China• Phase 1B - Migration of missions from an Incumbent in Ukraine to Hexaware delivery centre in Chennai, managing calls for missions serviced by client in UK and France• Phase 1C - Migrating and Consolidating incumbents spread across Americas region to Hexaware site in Saltillo, Mexico• Russia Operations - Migrating and Consolidating incumbents spread across Russia to Hexaware site in Tver, Russia

Additional Scope across all phases:• Standardize contact centre operations from disparate systems to a unified platform• Rollout Analytics for key performance matrices monitoring• Takeover of Client Operational NOC and effective management of the function• Re-badging of key resources from client contact centre management team• Implementation of a workforce management tool to assist Client team in improving forecasting accuracy• Deployment and maintenance of IVRs for all missions and uploading recordings from professional recording artistes

Hexaware's Solution included • Harmonization and transformation of outsourced operations - Consolidation of 9 contact centres into 4 delivery centres in three phases - Implemented best practices for better control, standardization and productivity benefits along with operations stability• Centralized Technology and Infrastructure - Standardized the contact centre operations by migrating from disparate systems to a unified platform - Created seamless operation management framework across Hexaware operations, NOC & Information Services team• Customer interaction mediums - Deployed a Unified Communications model including voice, email and chat to maximize the client reach - Automated workflow-driven tools and analytics for key performance matrices monitoring - Workforce Management

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Transition Strategy and ApproachKey requirements considered during planning of Transition Approach• Transition to be completed in phases from an incumbent to Hexaware BPS• Business model of client warranted a hard cutover of services for set of missions in scope• Transtion required to be done in minimal learning curve period• IT Transformation

Transition Approach• Transition execution required to be done quickly to ensure minimal disruption of business post communication of ramp down at incumbent site• Scope of missions to be transitioned from incumbents / sequencing of the services to be transitioned were jointly agreed with Client Project team, after considering process dynamics and client business environment/ criticality of processes• Knowledge transfer of processes, was planned in detail. Approach for knowledge transfer varied from each phase and was planned differently• Requirements gathering for IT transformation completed at the start of Phase 1A and customization of tools and roll out happened in parallel to the hiring and training activities• Robust governance framework established• Rebadging strategy jointly created by Client and Hexaware HR / Operations team to ensure a seamless movement of staff• Learnings from each phase were discussed and incorporated in subsequent phase

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- Project Kick Off- Company Formation and Fin a n c e S e t u p- IT Setup- Recruitment- Rebadging- Training- Cutover from Incumbent- Go Live

- Project Kick Off- Migration Workshop- IT Setup- Recruitment- Train The Trainer- Training- Cutover from Incumbent- Go Live

- MOU Sign Off- Project Kick Off- Migration Workshop- IT Setup- Recruitment- Training- Cutover from Incumbent- Go Live

- Project Kick Off- Migration Workshop- IT Setup- Recruitment- Train The Trainer- Training- Cutover from Incumbent- Go Live

--------------------------------------------------Phase 1aMumbai

Phase 1bChennai

Phase 1cMexico

Phase 2Russia

Tran

siti

on

Jo

urn

ey P

has

e W

ise

19 Missions4 Months

21 Missions4 Months

23 Missions4 Months

19 Missions6 Months

Total 82 Missions

in 18 Months

© 2019 Hexaware Technologies limited. All rights reserved.www.hexaware.com | marketing@hexaware.com

India Headquarters152, Sector – 3Millennium Business Park‘A’ Block, TTC Industrial AreaMahape, Navi Mumbai – 400 710Tel: +91-22-67919595Fax: +91-22-67919500

EU HeadquartersLevel 19, 40 Bank Street,Canary Wharf,London - E14 5NRTel: +44-020-77154100Fax: +44-020-77154101

APAC Headquarters180 Cecil Street,#11-02, Bangkok Bank Building,Singapore - 069546Tel: +65-63253020Fax: +65-6222728

NA HeadquartersMetro 101, Suite 600,101 WoodAvenue South, Iselin,New Jersey - 08830Tel: +001-609-409-6950Fax: +001-609-409-6910

About HexawareHexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients

attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight by

‘Powering Man Machine Collaboration.’ We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-

leading delivery and execution model, built around the strategy— ‘AUTOMATE EVERYTHINGTM, CLOUDIFY EVERYTHINGTM, TRANSFORM CUSTOMER EXPERIENCESTM.’

  We serve customers in Banking, Financial Services, Capital Markets, Healthcare, Insurance, Manufacturing, Retail, Education, Telecom, Professional Services

(Tax, Audit, Accounting and Legal), Travel, Transportation and Logistics. We deliver highly evolved services in Rapid Application prototyping, development and

deployment; Build, Migrate and Run cloud solutions; Automation-based Application support; Enterprise Solutions for digitizing the back-office; Customer

Experience Transformation; Business Intelligence & Analytics; Digital Assurance (Testing); Infrastructure Management Services; and Business Process Services.

  Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services

company in the world to have a 50% digital workforce.

Safe Harbor StatementCertain statements in this press release concerning our future growth prospects are forward-looking statements, which involve a number of risks, and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in earnings, our ability to manage growth, intense competition in IT services including those factors which may affect our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which Hexaware has made strategic investments, withdrawal of governmental fiscal incentives, political instability, legal restrictions on raising capital or acquiring companies outside India, and unauthorized use of our intellectual property and general economic conditions affecting our industry.

Key Highlights• Consolidation and roll out of processes in 4 delivery centres within a span of 18 months

• Successful and timely roll out of all phases across all locations with hard cutover of services from all Incumbents to Hexaware

• 90+ missions with calls, chats and email services and workforce migration from 7 incumbents and consolidated to 4 Hexaware delivery centres in a period of 1 year

• Transition timeline shaved off by 30 days for Phase 1A

• Set up of Hexaware entity, delivery centre and rebadging of staff in Russia

• Risks encountered were successfully mitigated by working along with the client team

• 300% increase in headcount for one of the missions in Phase 1A was successfully accommodated mid-way through Transition with hiring and IT setup completed on time

• Designed, developed and launched Web Based reporting tool from scratch that were customised to client requirements and replaced existing client tool; I-Analyse

• Successful transfer of ownership and management of Operational NOC from Client to Hexaware

• Transformation & transition to Altitude, a unified Telephony system & CRM - managing calls, emails & chats, from existing tools - Avaya (voice) & Mioot (email & web chat tool), with increased reporting capabilities

• Deployment of 80+ IVRs in multiple languages and utilizing services of professional voice artistes for recording the IVR prompts