BENEFITS OF OUTSOURCING
CASE STUDIES

(Client of Accenture)

THE COMPANY –

Thomas Cook Group plc is one of the
world’s leading leisure travel groups with
sales of over £8.5 billion and more than
22 million customers in the year ended 30
September 2014. Thomas Cook UK and
Ireland have over 6.2 million passengers,
847 retail outlets and 31 aircrafts.

WORKFORCE STRENGTH –

9,720

ANNUAL REVENUE –

€7834 MILLION (Group Revenue 2015)

PROFITS –

€211 MILLION (Group Profit 2015)

OUTSOURCE NATURE –

10-year co-sourcing arrangement and
established a cost-effective shared
services center in the company’s
Peterborough headquarters.
To support the shared services model,
nearly 250 Thomas Cook employees
were transferred to Accenture. A
single, integrated SAP platform was
also developed for the entire business.

VALUE –

The Company has reduced
its cost base by
£140 MILLION

BENEFIT –

Within 16 months of the co-sourcing
arrangement’s launch, Thomas Cook
returned to profitability. Back-office
costs were also reduced by more than
30% IN THE FIRST 18 MONTHS.
The company achieved the lowest cost
model in the industry.

Source:
www.careers.accenture.com/Microsites/ireland-graduate-joiners/what-does-acn-do/Pages/thomas-cook.aspx

(Client of Genpact)

THE COMPANY –

Penske Truck Leasing is a
company that leases equipment
and provides logistics services
to businesses in the U.S., Canada,
Mexico, Europe, Brazil, and China.

WORKFORCE
STRENGTH –

24,000

ANNUAL REVENUE –

$4.96 BILLION (2015)

PROFITS –

$75.2 MILLION (2015)

OUTSOURCE NATURE –

Global Shared Services processing platform, analytics services and managed services. In addition to the metrics approach, Genpact leveraged best practices and insights resulting from its deep process understanding and experience in having run similar operations for other clients.

VALUE –

2, 00,000+ ASSETS;
Support 700+ LOCATIONS
across the U.S./Mexico/Canada;
38 PROCESSES & 700+ FTES
across India/Mexico/the U.S./EU;
LEAN SIX SIGMA –
Operating Culture;
10+ YEARS Penske –
Genpact ‘Operational’ Partnership.

BENEFIT –

Operating cost savings of $20 MILLION annually;
Bad debt expense reduction of approx.
$10 MILLION annually and
$40 MILLION increased cash flow
generated through reduction in DSO.

Source:
www.genpact.com/docs/resource-/genpact_sep_otc_transformation_delivers_$40mm_business_impact_at_penske_a_case_study www.marketwatch.com/story/penske-automotive-profit-revenue-top-estimates-2015-04-28

(Client of Accenture)

THE COMPANY -

Bank of Ireland is the oldest bank
in continuous operation in Ireland.

WORKFORCE STRENGTH –

16,000+

ANNUAL REVENUE –
PROFITS –

€2,974 MILLION (2014)
€921 MILLION (2014)

OUTSOURCE NATURE –

End-to-end learning services by providing them with training and development.

VALUE –

16,000+ employees of the client can now
ACCESS THE LMS ONLINE
and view a comprehensive training catalog
which has been created based on core
banking and management competencies.

BENEFIT –

Introduced the concept of e-learning to
Bank of Ireland and consistently delivers
high-quality instructor led training programs
focused on the bank’s strategic priorities.

Source:
https://www.accenture.com/t20150523T022827__w__/us-en/_acnmedia/Accenture/Conversion-Assets/DotCom/Documents/Global/PDF/Dualpub_10/Accenture-Is-A-Leader-Among-Global-Infrastructure-Outsourcing-Vendors.pdf
en.wikipedia.org/wiki/Bank_of_Ireland

(Client of Canon Business Process Outsourcing)

THE COMPANY –

It is Connecticut’s oldest publicly funded
university. CCSU is made up of four
schools. The University is attended by
over 12,000 students, 9,871 of whom are
undergraduates, and 2,166 of whom are
graduate students.

WORKFORCE STRENGTH –

952 (Faculty) + 12,037 (Students)

ANNUAL REVENUE –

$12,571,466 (2013 – 2014)

PROFITS –

€211 MILLION (Group Profit 2015)

OUTSOURCE NATURE –

Imaging and records management experts
assessed the university’s needs and goals.
Implemented high-quality controls to ensure
100% of the documents are captured and
100% of the images meet the test of reproduction
and readability.

VALUE –

The records go back 100 years,
accumulating an estimated
3 MILLION PAGES

BENEFIT –

Reduced manpower requirement
at client’s end;
The chronic backlog of records was
eliminated and a system was created
to handle upcoming documentations;
Physical files are not disturbed and
records do not get misfiled;
Valuable space was freed and is being
refurbished for other uses.

Source:
www.cbps.canon.com/case-studies/education-records-university-aced-the-records-challenge.aspx www.ccsu.edu/ccsufoundation/files/CCSU%20Fdn%20Form%20990%20FY%202014%20Public%20Inspection%20Document.pdf

(Client of Canon Business
Process Outsourcing)

THE COMPANY –

The firm’s legal expertise encompasses
Communications, Corporate,
Immigration, Intellectual
Property, and Energy. As the firm
grew, the number of client and
firm files grew exponentially.

WORKFORCE

WORKFORCE
STRENGTH –

800

ANNUAL REVENUE –

$80.96 MILLION (2014)

PROFITS –

$1.55 MILLION (per partner)

OUTSOURCE NATURE –

Developing and deploying a professional
records management program for the
law firm:

Cataloging the firm’s paper records,
labeling the paper files with text and
barcode labels and scan them into a database;
Developed a Records Policy and
Procedures manual;
Linked all the records to database to
Hummingbird LegalKEY™ - a practice
management support information
management tool.

VALUE –

Saved $27,000 in the first year by managing
the procurement of folders, pressboards,
and redwelds.

BENEFIT –

Significantly increased efficiency of the
records process and reduced the amount
of time required to search and locate files
the equivalent of one FTE;
Provided a clear retention policy and
schedule for client and firm records;
CBPS’s records management program and
procedures implemented in Washington
DC are being deployed in the rest of the
law firm’s offices.

Source:
www.cbps.canon.com/case-studies/legal-services-record-management.aspx
www.abovethelaw.com/2015/04/the-2015-am-law-100-revenues-rising-profits-popping-and-a-new-1-firm/

(Client of CGI Group Inc)

THE COMPANY –

Bell is Canada’s largest telecommunications
company, providing
mobile phone, TV, high-speed
and wireless Internet, and residential
home phone services.

WORKFORCE
STRENGTH –

55,250 (2014)

ANNUAL REVENUE –

C $19.49 BILLION (2014)

PROFITS –

INCREASE C $2.159
BILLION (2014)

OUTSOURCE NATURE –

Managing the procurement process of
new inventory with the help of SAP Enterprise
Portal, coordinate with the supplier
and the organization and set up communication process.

VALUE –

More than $6 MILLION of surplus
material at service provider yards has been
made visible and available for redeployment.
Over $3 MILLION in cable has since been
redeployed, a 100% INCREASE over the
original benefit estimates.

BENEFIT –

Excess cable, reels, and associated
equipment can now be returned to the
warehouse for credit.
Easily query the system to determine
where the stock is available
Overall reduction in excess cable
on job sites.

Source:
www.cgi.com/en/case-study/supply-chain-management-cable-installation-sap-enterprise-portal-bell
en.wikipedia.org/wiki/Bell_Canada

(Client of CGI Group Inc)

THE COMPANY –

Bayer HealthCare Diagnostics offers an
extensive portfolio of in-vitro diagnostic
products for evaluating and monitoring the
therapy of numerous diseases, including
cardiovascular disorders, kidney diseases,
infections, cancer, and diabetes.
The company was bought by Siemens
in 2006 for $5.31 billion.

WORKFORCE STRENGTH –

5400

ANNUAL REVENUE –

€2,151 MILLION (2006)

PROFITS –

€274 MILLION (2006)

OUTSOURCE NATURE –

Improve production testing processes;
It serves as a quality control check
before a product is released for
customer shipments;
It provides data for assigning master
curves and calibrator values for product
insert cards enclosed with reagents
sent to customers. The reagents and
associated data are equally important
product components.
It provides data used throughout the
organization for product-performance
trending.
Developed TDMS multitier and webbased system.

VALUE –

Increased testing productivity
by 25%, while at the same time
reduced costs by 30%

BENEFIT –

Ensured that productivity gains would be
maintained and increased over time.

Source:
www.cgi.com/en/case-study/Bayer-Diagnostics-testing-productivity
www.nbcnews.com/id/13619293/ns/business-world_business/t/bayer-sells-diagnostics-unit-siemens/
www.siemens.com/investor/pool/en/investor_relations/downloadcenter/siemens_medical_ivd_presentation_300606_1389041.pdf
www.bayer.com/en/gb-2005-en.pdfx

THE COMPANY –

The Nam Theun 2 Power Company (NTPC) is an
international hydro-electricity project in Laos.

ANNUAL REVENUE –

$1.4 BILLION

OUTSOURCE NATURE –

Customized and implemented DDD’s Survey Manager Software to manage
the data entry and data warehousing for the LSMS survey.

BENEFIT –

DDD’s Survey Management solution enabled NTPC to meet its data gathering
requirements and accurately present the survey data to its stakeholders;
Households are tracked year to year, with updated data after each round of surveys;
All data can be exported directly to statistical analysis software reporting with time
series analysis.

Source:
www.digitaldividedata.com/sites/default/files/case_study/DDD%20Case%20Study%20NTPC.pdf

Yale Daily News
(Client of DDD – Digital Divide Data)

THE COMPANY –

Yale Daily News, founded on January 28,
1878, is the oldest college daily newspaper
published in the United States. The Yale Daily
News Historical Archive provides access to
digitized versions of printed issues of the
Yale Daily News, the student newspaper
of Yale University.

WORKFORCE STRENGTH –

51-200 EMPLOYEES

ANNUAL REVENUE –

$729,925 (2014)

PROFITS –

$220,201 (2014)

OUTSOURCE NATURE –

Imaging Services; Scanning rig and
artful reprocessing;
Content Conversion.

VALUE –

In phase 1 of the project, approximately
25,000 PAGES were digitized out of a
total of some 135,000 pages

BENEFIT –

This phase of the YDN online collection
was officially launched during Yale’s
2008 reunion weekends;
A fully indexed online version will
dramatically enhance access to the
YDN both locally and globally;
Issues of the YDN from important
periods in Yale’s history are now
available online and searchable through
the University Library’s Yale Daily News
Historical Archive.

Source:
www.digitaldividedata.com/sites/default/files/YaleDailyNews-CaseStudy-DigitalDivideData.pdf
www.guidestar.org/organizations/06-0907235/yale-daily-news-publishing-company.aspx

#10

(Client of Capgemini)

THE COMPANY –

Jardine Restaurant Group, whollyowned
by Jardine Pacific— Asia’s
leading restaurant group, operates
over 650 outlets.

WORKFORCE
STRENGTH –

21,200

ANNUAL REVENUE –

$ 32,236 MILLION

PROFITS –

$3,373 MILLION

OUTSOURCE NATURE –

End-to-end consolidation
of F&A processes;
Leveraging Capgemini’s Rightshore®
approach, unique IP tools
and methodology;
Restructuring the team handling
the process.

VALUE –

Cost efficiencies up by 50%

BENEFIT –

Improved productivity;
Productivity and operational efficiency parameters unaffected during the transition;
Enhanced reporting leading to better compliance.

Source:
www.capgemini.com/resource-file-access/resource/pdf/jardine_restaurant_group_ss_final.pdf
202.66.146.82/listco/sg/jsh/annual/2014/ar2014.pdf

#11

(Client of Wipro)

THE COMPANY –

Talk Talk Telecom Group plc provides pay
television, telecommunications,
Internet access, and mobile network
services to businesses and consumers
in the United Kingdom.

WORKFORCE STRENGTH –

2,107

REVENUE –

£1,795 MILLION (2015)

OPERATING INCOME –

£980 MILLION (2015)

NET INCOME –

£72 MILLION (2015)

ANNUAL REVENUE –

£1,795 MILLION (2015)

PROFITS –

£980 MILLION (2015)

OUTSOURCE NATURE –

Customer retention strategy;
Assisted TalkTalk in a number of initiatives
directed toward reducing customer
complaints and dissatisfaction which
ultimately lead to customer churn.

VALUE –

Approx. $2 MILLION cost avoidance
annually to TalkTalk;
Approx. $1 MILLION revenue enablement
to client through improved ARPU.

BENEFIT –

The project has improved the saves
rate (customer retention rates) within
complaints management, and has
increased the customer satisfaction by 10
percent points, which resulted in revenue
protection for the TTG.

Source:
www.wipro.com/documents/Wipro-Talk-Talk.pdf
www.citywire.co.uk/new_model_adviser/share-prices-and-performance/share-factsheet.aspx?InstrumentID=224836
www.en.wikipedia.org/wiki/TalkTalk_Group

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