HCL BPO managed Deposit and Credit Card functions of a large European Bank’s UK operations end-to-end. HCL has increased process efficiencies in the operations and reduced TCO for the Bank

1. Case Study
Managing U.K. Bank Accounts for A
European Bank
Achieved a cost savings of 40% with an improved
process efficiencies
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2. Business Problem
 Client: European bank that manages its U.K. operations separately from its domestic banking business
 Its UK business comes from JV which manages in excess of 1 million deposits and customer cards.
• Reduce costs further
and move to
transactional based
pricing from first
year of the
engagement
Cost Reduction
End-to-end
Service
• Make over all
service sing and
dance on more
holistic and end-to-end
basis
• Bring in process
efficiencies and
ability to service new
products
Efficiency and
New Product
Client’s Objectives
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3. Business Solution
• Set up data centers operational in UK and implementing workflow
• Setting up a Citrix farm to enable customer data held in UK
• Replace existing workflow solutions across various process by customizing HCL’s TOSCANA workflow
• Manage both credit and cards and deposits of the client end-to-end
• HCL used its current delivery centers in
Welwyn Garden City – mailroom operations
Belfast & Kilkenny – contact center operations
Chennai & Noida – data entry and processing
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4. Key Benefits
• The new service achieved a cost reduction of 40%
• More efficient management of processes and the move to a transactional pricing model
• HCL TOSCANA workflow facilitates provision of daily statistics such as the amount of money received, together
with a single view of the customer, for banking products
• Facilitates the introduction of new products; changes to the workflow to introduce a new banking product with in
2 Week timescale
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