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Legal Information Publisher Boosts Customer Centricity
1. • Cognizant Case Study
Legal Information Publisher
Boosts Customer Centricity
Business Situation • Knowledge transfer for 33 applications across
two major functional areas: Shared Service
Facing increased competition and under pressure
and Practice Management. This was completed
to retain market share, our client — one of the
in 2.5 months between onsite and offshore
largest legal information publishers and workflow
teams.
solutions providers in Australia and New Zealand
— wanted to develop a customer-centric approach • Ownership of complete IT support for editorial
for retaining customers and finding new ones. applications and technical support.
Challenge • Use of offshore resources for product develop-
ment/enhancement for practice management.
The publisher’s core publishing systems, which
were used by close to 150 internal editors and • Management of resourcing and project
spread across four geographies, were outdated management.
and needed migration or transformation. There • Development of innovation and best practices
was also the threat of competition from open for delivering consistent value.
content sources focused on the small and boutique
law firm market.
• Knowledge management and domain roadmap
for deeper client insight.
The publisher also has a very strong relation- • Mitigation of challenges on operational and
ship with government information sources and functional resources:
is known as the most comprehensive research
services provider. Eighty percent of its revenues
> Inadequate documentation.
are driven by research and content solutions. > Evolving requirements.
Solution
> Technical and environmental challenges.
To respond to the publisher’s issues, we deployed
> Interaction with different stakeholders in
multiple geographies, including the U.S.,
our proven global delivery model for develop-
the Philippines, Australia and New Zealand.
ment and support. Key highlights of the system
include: Benefits
Benefits of the solution include the following:
• Phased, compressed knowledge transfer to
reduce dependence on SMEs leaving the • Center of excellence created to fit varying
company. requirements across solution lines.
solutions overview | september 2011