| Client: Client is a 1000 people organisation headquartered in the US providing enterprise software solutions to customers across several domains on web based technologies like Java, DotNet, ColdFusion and Open Source.
Challenge:
Reduce overall operational costs of the organisation.
Providing 24X7 support to their customers
Access to Quality technical resources at Optimal costs
Develop their own subsidiary in an offshore location.
Reduce setup costs and mitigate risk.
Etisbew Solution: Etisbew provided the client with a BOT Model which aims at Building an exclusive captive center with all the necessary infrastructure and facilities that are required to run the captive center effectively.
Setting up the Team Etisbew setup a team of qualified and suitable technical resources along with the necessary management and reporting structure as per the guidelines and processes of the client company. Etisbew further facilitated by providing operational expertise like administration, human resource management, legal, travel desk, Infrastructure, Security etc.
Operational Management In order to ensure that the day to day activity of the captive center is well in control of the client, Etisbew suggested forming a steering committee comprising of representatives from both the Client Company and Etisbew. The Steering committee would overview the captive center activity with the help of the Operations Head and the Delivery Head.
Activity Transparency Etisbew suggested a methodology where in the technical resources are in direct communication with their counterpart resources in terms of the activity being done via VOIP, Instant Messengers, Video conferencing, WebEx etc. This enabled the client to feel that the captive center is working like an integrated extended team.
What Etisbew provided to the client
Infrastructure
Fire Control System
Access Control System
Furniture
CCTV
High Speed Bandwidth for VOIP
Video conferencing System
Projector, Network Printer, Generator
Dell Vostro computers
EPBAX System with IVR
Necessary OS Licenses
Administration & Operations
Full fledged pantry
Legal & IPR services
Security Services
House Keeping
Travel & Hospitality
Banking & Accounting
Human Resources Management
Amenities for clients. Full Fledged Service Apartment
Chauffer Driven car
Maid Service
Concierge services
Benefits: Leveraged Etisbew's experience and knowledge in project management.
Initial setup cost absorbed by Etisbew
Risk mitigated to Etisbew
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