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Case Studies
Cost-effective Solutions for New Market Penetration
Overview
The company is a provider of global, integrated mail and document management solutions for organizations of all sizes has subsidiaries operating in business segments like Global Mailstream Solutions, Global Enterprise Solutions and Capital Services. The company maintains field service organizations in the United States and some other countries to provide support services to customers who have rented, leased or purchased equipment.
Business Need
The company wanted to create cost effective solutions to enable its entry into new markets, ensure better schedules and quality adherence, and improve the turn-space around time for implementation of solutions.
Challenges and Requirements
- The work was to be performed in conjunction with the Professional Services Group, a division of the client. This called for a detailed understanding of the existing processes of that group.
- Knowledge of the various solutions that were to be supported was important and Infosys had to understand the capabilities of the existing systems and the possible scope for improvement.
- Much of the project work involved print streams, which are print-ready files containing multiple documents produced by business applications.
- Dynamic change management and handling the project in realtime from the onsite operations while supporting it from the offshore area was one of the operational issues facing Infosys.
Infosys' Role
The project was completed in 18 months by the Infosys team, which consisted of three offshore personnel and one onsite coordinator. The usage of the Global Delivery Model ensured efficiency, speed and effective communications.
The Infosys team initially prepared an approach document, which contained the formal documentation for the operational model. In the initial phase, mock projects were conducted to give the team a feel of the actual tasks to be accomplished. These documents enhanced operational efficiency, optimized quality assurance, and improved flexibility in the design production. Workflow modeling was also undertaken to improve process efficiency.
Once the team appreciated the issues before them, they started the programming exercise to create an effective solution. The efficient nature of design, coding and testing ensured that the application development moved swiftly from the requirement to the completion phase. To keep the client informed about the progress made, regular metrics reports were created that highlighted the cost and quality benefits. Other value adds included optimizing tools and scripts and creation of operational and management reports. Upon successful completion of the client's mandates, the Infosys team was asked to work on a formal estimation model, to be used for future needs.
Benefits and Outcome
The Infosys solution delivered the following benefits:
- The client experienced significant reduction in time and costs during the solution execution and these savings continued to increase even after implementation was completed.
- Closer understanding of the client's business processes has helped Infosys to continue with incremental changes after implementation.
- The enhancements to the print stream operations helped the client to offer better services to its customers and reduced document programming and production costs.
- The Infosys team leveraged its immense expertise and ensured that errors were in line with CMM 5 standards.
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