Connected Global Operations

Smart Shoring

Smart Shoring

Pure offshoring models in low-cost countries have been falling in popularity for a number of years. Advances in technology mean that many low-skill, repetitive tasks can now be automated, while companies are placing greater emphasis on quality of service rather than just cost. As a result, organizations have been looking at new approaches such as re-shoring, where they bring service centers back to their home countries, or nearshoring, where they place units in close-by regions.
 
SPS has developed an innovative new solution, that we call Smart Shoring. This describes an approach that integrates technology, skilled workers and advanced process engineering in a single solution that is spread between multiple locations.
 
Workflows are analyzed and then broken down into their component parts. High-volume, repetitive tasks are automated. The remaining tasks in the process are then segmented and completed in the optimal shoring location based on their complexity. Simple functions are bundled and completed in offshore locations, where cost-savings can be realized. Exceptions or complex cases are typically routed to in-house or nearshore centers. The whole workflow is tightly managed and controlled through a unified technology platform.
 
Smart Shoring enables companies to combine the advantages of different locations all over the world, saving costs while still increasing productivity, speed and quality. By maintaining onshore locations as part of the solution, a number of regulatory and compliance issues can be covered.
 
The key enabler for Smart Shoring is connecting the global service centers so that you can seamlessly move the transactions from one location to the other. Each location must have the technology and the trained workers to be able to pick up the workload that is incoming. This global network of centers increases productivity and makes businesses more resilient, as they can shift workflows between centers when faced with disruption.
 
SPS designed a Smart Shoring model for a major German telecoms provider, which was receiving 50m customer service requests per year. SPS started by analyzing the 149 different types of service requests that the company received. Standard cases such as payment processing, address changes or requests for SIM card activation were either automated or sent to SPS’ offshore center in Vietnam, where they were completed by our trained team. More complex cases were automatically routed to a customer-care team based in an onshore center in Germany. By segmenting tasks and combining shoring models, we were able to improve service times and customer satisfaction, while staying in full compliance with German legislation.3
Rapid Scaling

Rapid Scaling

There are many reasons why companies may see sudden shifts in demand patterns. Some firms face seasonal peaks in their output. Online retailers, for example, have huge surges in volume around key shopping seasons. A company may have recently expanded into a new market or had an extremely successful product launch. Alternatively, a company may have been hit with major disruption and has to react quickly. During the recent crisis, a number of companies had to rapidly increase staff in certain locations, as other units were forced to close.
 
But customers don’t care about these challenges. They expect the same quality response in all circumstances, with no drop-off in service. SPS is able to rapidly scale the number of skilled operators at any of its network of global service centers, giving our clients unrivalled flexibility. We leverage specially designed recruiting programs and structured e-learning courses to ensure that onboarding is fast and efficient.
 
Our model also involves cross-training operators so they can complete a number of different functions across different business lines. Having the capability to re-assign employees is particularly important when it comes to dealing with seasonal peaks.
 
One of SPS’ clients was seeing 20% business growth per year in its car-leasing business. It was struggling to keep up with such rapid growth whilst also keeping costs manageable in what is a highly price sensitive industry. SPS was able to use one of its nearshore units to handle a range of end-to-end backoffice processes such as master data management for contracts, customer correspondence, invoices processing and claims management. SPS’ solution was easily scalable and could handle volume increases, while offering significant cost savings when compared with the home market.

Chapters

Global Networks Versus Local Operations

Chapter 1

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Discover More about Global Networks Versus Local Operations

The Benefits Of Partnering With SPS

Chapter 3

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Discover More about The Benefits Of Partnering With SPS

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