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c.USD5m
Saved in annualised costs
-
70%
improved efficiency
CLIENT CHALLENGES
- Increasing volumes, high employee attrition, shortage of domain experts, no time to focus on core activities, quality issues and delivery delays.
- The client wanted support on client reporting, producing marketing collateral, RFPs/RFIs/DDQs, investment writing, consultant databases, competitor and product research, designing thought-leadership material, client account services, AEM publishing, digital marketing, technology solutions, data analytics and credit research support.
OUR APPROACH
- Acuity engaged the client in whiteboarding sessions and in-depth discussions to understand their needs and delivered a comprehensive solution:
- Whiteboarding and collaboration: Conducted workshops with client leadership to map workflows, identify operational gaps and design an offshore centre of excellence (CoE)
- Documentation: Documented existing processes to ensure consistency in completing the work in scope after transition to Acuity
- Dedicated team: Deployed a dedicated team consisting of domain specialists with extensive experience in handling the work in scope, technology experts and design specialists led by a supervisor with strong project management skills, offering round-the-clock support across APAC, EMEA and North America
- Process optimisation:
- Established a delivery and governance process to meet client requirements
- Integrated the client’s legacy system output with Acuity’s proprietary automation solution
- Managed data flow across multiple databases and assisted in the restatement, migration and historical audit processes
- Ensured centralised production and, wherever possible, standardised templates
- Provided end-to-end staffing and training solutions so that the client could focus on a larger spectrum of business and not worry about on-the-ground running of the process
- Established well-structured team layers for smooth functioning of the offshore process
IMPACT DELIVERED
- Cost savings: Saved c.USD5m in annualised costs through offshore resources, cutting overhead and training costs
- Technology integration: Developed 30+ micro automations, saving c.1,200 hours p.a.
- High-quality team: The team had a 1:5 lead-to-staff ratio, ensuring a customer satisfaction of 4+ across work streams since kick-off in 2017
- End-to-end ownership: Delivered an end-to-end solution across different phases of marketing functions
- Improved efficiency: Reduced turnaround time and delays in reporting to investors and clients; delivery was 70% faster
- Onshore-offshore synergy: Ramped up the offshore team significantly to reap the benefits of this model across layers and levels of the onshore process
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