In the highly competitive business processing market, cost control and availability are both critical factors. HCL Insurance BPO Services Ltd needed a cost-effective recovery solution that would minimise downtime and mitigate financial loss for its clients.
The enhanced service SunGard provides means HCL Insurance BPO Services Ltd can now perform recoveries with a smaller number of staff needing to be physically present at the recovery centre.
As a result, HCL Insurance BPO Services Ltd has benefited from ongoing cost savings of more than £50,000 a year and has dramatically improved recovery times by at least 50%.
Equally importantly, as Ann Daddy, head of IT services, HCL Insurance BPO Services Ltd, points out, “One of the many benefits of SunGard’s Managed Recovery Programme is that we no longer have any single points of failure.”
“Partnership doesn’t begin to describe the relationship that has formed between our two companies.”
Justin Harrington, COO, HCL Insurance BPO Services Ltd
“Downtime would mean we were unable to deal with queries into our Contact Centre, pay annuities and claims payments or deal promptly with policyholder queries. People today expect instant answers and we need continuous availability to access the vital information we rely on.”
Paul Barrow, Deputy COO, HCL Insurance BPO Services Ltd
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