Wns Communication Supplychain Case Study June 2009

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Information about Wns Communication Supplychain Case Study June 2009

Published on August 1, 2009

Author: WNSGlobalService

Source: slideshare.net


Learn how SITA,a leading service provider of IT business solutions and
communication services to air transport, government and
GDS customers,
partnered with WNS
to not only reduce operational costs, but create a more
responsive, centralized and enhanced back-office to
streamline product delivery and maximize customer service.

$ Industry Communications Process £ Supply chain knowledge management Helping SITA build agility into their supply chain management to optimize product delivery and increase service levels The air travel industry's primary concerns today are cost SITA's supply chain including providing support for product reduction, asset utilization, optimization and improved development, sourcing of products, provisioning of services, customer experience. In such a scenario, IT business sales and marketing, distribution, customer order solutions and communications services that reduce management and customer service. Services provided by complexity and improve operational performance are key. WNS also include developing and implementing processes for provisioning of new products, managing the provisioning For service providers to respond to these client needs, from local ISP vendors in areas where SITA does not have provisioning of their services needs to be reliable, accurate direct access, vendor accounts payable, order management, and fast backed by optimal service support and a smooth telesales and customer services for small and mid-sized transition. customers and exceptions handling for the client's primary supplier. SITA, a leading service provider of IT business solutions and communication services to air transport, government and WNS also provides a range of services from project GDS customers, providing services in over 220 countries management, IT application support, service management and territories, is reputed for innovative, cost-effective and support, user acceptance testing of the SITA's platforms customer-centric service delivery. SITA partnered with WNS and software solutions to analytics for the business to not only reduce operational costs, but create a more operations support system to monitor and forecast responsive, centralized and enhanced back-office to customer behavior especially service termination and streamline product delivery and maximize customer service. query resolution. At the time of SITA's migration to a new CRM platform, The WNS Solution WNS also provided additional services such as data Beginning in 2002 with a single order entry process, migration support and a lab environment for testing. WNS and SITA have partnered to expand the scope of its engagement to cover a very wide footprint of processes in Copyright © 2009 WNS Global Services | wns.com Industry: Communications | 01

Key features of the WNS solution include Extending Your Enterprise Instituting n offshore processes aimed solely at smooth WNS extended the client's enterprise by standardizing and onshore transition and undertaking an award-winning consolidating supply chain knowledge management across LEAN Six Sigma implementation to meet the aggressive nine regions globally. Of note is WNS's crucial engagement transition deadlines in the client's transition to a new technology environment, Instituting n four concept-to-operations processes to as well as the scope and range of WNS's partnership with improve the client's service delivery levels: the client. 0 Order Validation Team to conduct technical and commercial validations of all orders to prevent Benefits delivered by the WNS team revenue leakages and reduce billing exceptions from Exceeded n telesales targets in 2007 by 37 percent clients Generated n savings through robust debt collection of 0 Telesales and Customer Support services for an small to mid-sized customers important but fragmented segment of small and Supported n improvement of on-time delivery of customer mid-sized customers 0 orders by 20 percent in one year Service Management Support Unit to process the bulk of administrative tasks, allowing the client's service Supported n the provisioning of more than 13 new managers to provide customers with quality attention products in four years 0Project Remote Management Office (PMO) to Successfully n managed the service delivery of nearly coordinate the client's internal and external projects 27,000 orders in one year using highly successful project management Reduced n the average handling time of customer portal methodologies requests from eighteen days to three and a half days Instituting n efficient business continuity planning at a using LEAN methodology. remote location in Gurgaon to safeguard the client's business critical processes, efficiently coordinating the About WNS project through the PMO and applying WNS's proven transition methodologies WNS is a leading global business process outsourcing company. Deep industry and business process knowledge, Instituting n a dedicated order management team for local a partnership approach, comprehensive service offering and ISP vendors, helping the client transition into a proven track record enables WNS to deliver business value a multi-vendor environment. to the world’s leading companies. WNS is passionate about building a market leading company valued by our clients, employees, business partners, investors and communities. To learn how we can help extend your enterprise, write to us at info@wnsgs.com Copyright © 2009 WNS Global Services | wns.com Industry: Communications | 02

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