Governance of Business Process Outsourcing (BPO)

You have outsourced backoffice processes such as claims processing, documents imaging, transaction processing and reconciliation, billing, human resource services processing, finance processing, mail and print services to multiple providers.

For ongoing operations you need to locate and analyze within minutes the performance against key service levels, current issues and escalations, exceptions, status of ongoing initiatives,pending and disputed invoices, service credits and earnbacks.

For quarterly and annual planning, sourcing, and contract reviews, you need to measure and report performance for quarterly business reviews, financial performance against budgets and expected savings, summary of issues and initiatives, and measurement and analysis of satisfaction.

Solution

Enlighta enables effective governance of outsourced backoffice services by providing a holistic role-based web solution for:

  • Demand management - Tracking and automation of projects, service requests and change requests, including estimation, approval, initiation, delivery and termination processes.
  • Performance management - Measurement, analytics and reporting of performance metrics such as cycle-time for services requests, quality across service categories and supplier locations.
  • Service level management - Vendor performance scorecards to report compliance to contractual service levels, as well as OLAs (operational level agreements) between providers.
  • Financials management - Rate cards and consumption levels, service credit calculation and earnbacks, invoice validation and dispute resolution processes.
  • Relationship management - Issue management and escalation, satisfaction survey analytics, innovation tracking and rewards management.

Who Benefits?

Primarily facilities management executives and sourcing managers responsible for leveraging and governing global real-estate services delivery.

Source of Data

Vendor delivery managers can easily upload weekly and monthly project and resource metrics from spreadsheets.

Enlighta Web-Services API makes it easy to integrate with existing tools such as Tririga, Archibus and Maximo used by the leading facilities outsourcing vendors.

Results

  • Reduced Cost
    • »»  Automated management reporting and analytics for decision support
    • »»  Improved tracking of service credits and financials
    • »»  Improved sourcing decisions on contract renewals
  • Improved Services Delivery
    • »»  Improved quality of services delivery
    • »»  Fewer escalations due to unhandled issues
    • »»  Reduced friction between internal and external service groups
    • »»  Improved compliance to governance processes

Testimonials

 Enlighta has proven to be a powerful solution for enabling efficient outsourcing governance. The support provided both during and since implementation has been outstanding. 

Project Manager, F100 Financial Services