IT and BPO

Over the past two decades, enterprises have increasingly outsourced their IT infrastructure and support requirements along with non-core business processes such as HR, finance & accounting and customer care to improve operational efficiency and cut costs. In that time, however, outsourcing has become a commoditized offering with a large number of providers competing mainly on price. However, as resource and infrastructure costs rise exponentially in outsourcing hubs like India, putting a tight squeeze on margins, it’s becoming difficult to rely on cost arbitrage as the primary value proposition.

With margins under pressure and fierce competition to win and retain accounts, IT and BPO providers need to actively manage customer contracts to identify and address risks, inefficiencies and leakages across the complete order-to-cash (O2C) lifecycle. The traditional O2C approach is siloed and distributed across functions such as sales, legal & commercial, service delivery, account management and finance. The underlying technologies used by these functions—CRM, CLM, ITSM, ERP, etc.—are disjointed as well. This forces service providers to rely on manual and tactical workarounds, creating further inefficiencies and inaccuracies. This in turn causes revenue leakage, EBITDA erosion, delivery non-compliance, strained relationships, and so on. IT and BPO providers need an integrated O2C solution to gain a competitive edge and maximize revenue and growth in enterprise accounts.

Key Services Delivered

• Application development & maintenance

• IT infrastructure and data center

• End-user computing and service desk

• Architecture and engineering support

• ERP

• HR

• Finance & accounting

• Print management

• Customer care