Signed in as:
filler@godaddy.com
Illuminating the Grey Space between Strategy and Execution
Location and Outsourcing Solutions
Do you need to build resilience, create flexibility, save cost, improve customer experience or integrate digital capability?
At IDG we help navigate your access into Business Process Outsourcing (BPO), bringing together our deep experience of operating in the UK, Africa and Indian BPO territories.
Through our SHAPE, SOURCE, TRANSFORM and OPERATE services, we’ve taken organisations from ideation through to scale, and we’ve stuck around to run the operations year after year.
We know the end-to-end life cycle inside out and have decades of experience to draw upon building operations that deliver great service, as well as establishing complex functional capabilities in areas such as Technology, Finance, Legal, Underwriting and Data & Analytics.
Case Studies: Location and Outsourcing Solutions
A large FTSE UK Insurer
Designing, Implementing & Scaling an Outsourced Operation
Our brief was to design and implement an offshoring strategy in an organisation with no previous experience of operating offshore.
We undertook extensive research into geographies, suppliers, processes and legal constructs which formed the basis of a strategy and investment case approved at board level.
We then mobilised a cross functional delivery team to establish the 1st location and migrate the initial set of processes.
From that initial test and learn the organisation has scaled to 2,000 FTE across 4 locations in 2 geographies, India and South Africa. Along that journey we consistently evolved the strategy and design as the operation scaled up.
A Global Manufacturer
Designing & Implementing a Technology Centre of Excellence
Our brief was to design, pilot and scale a new outsourced Technology Hub to streamline a fragmented operating model.
There was also a strong desire to make a positive social impact through training and employment of people who would not otherwise have such opportunities - a groundbreaking initiative.
We developed an assessment to provide contemporary local research to inform the location decision as Cape Town.
We designed the outsourced operating model and developed an ecosystem to integrate parties including training partners, technology firms, BPO provider and local government.
Finally we mobilised delivery from 100 roles in the 1st phase with and a planned end state of 250+
A Global Commercial Lines Insurer
Migrating and Optimising Customer Operations
Our brief was orchestrate the optimisation of customer facing and back-office operations. Our client aspired to both improve customer experience and build resilience in the operation, whilst improving efficiency.
We had to bring stability to the concurrency of moving workload between countries, retraining colleagues on optimised processes and optimising resourcing levels.
We developed the scope and programme managed the change, coordinating a complex array of deliverables to optimise, right size and right-shore operations between UK and EU shared service centres.
Key results: 8% reduction in headcount ; 3% NPS improvement; Resilience improved with dual site contingency; 60+ process optimised.