SPS VIETNAMOFF-SHORING EXCELLENCE

2 SPS Vietnam Off-shoring Excellence

SPS Vietnam’s portfolio reflects the demand for

more sophisticated services and seamless integration.

3SPS Vietnam Off-shoring Excellence

Then

– Low skill labour – Basic non-core tasks – data entry – Labour intensive – Supplier focused relationship – Simple SLAs – Rigid contracts – Tactical and silo’d solutions

Now

– Skilled labour – technology / languages – Complex core activities – on boarding, claims processing – Technology as a service (AI/RPA) – Partnership focused relationship – Outcome related goals – Flexible contracts – Strategic and outcome driven solutions

SPS VIETNAMOFF-SHORING EXCELLENCE

For the last 20 years or so, outsourcing was the ‘go-to solution’ for businesses looking to cut costs. Off-shoring has been part of the outsourcing mix for most of that time, providing a low cost, off-site workforce typically carrying out low value tasks or supporting peaks in activity. Times have changed.

Cost management is still high on the priority list, but now the emphasis is on doing things better rather than just cheaper. Businesses want to fund growth, not just reduce costs. Instead of ‘your mess for less’ and simple SLAs, today’s outsourcing contracts need to make a difference to core business metrics and help differentiate. This means bringing together innovation, expertise and resources and applying them in just the right way. That’s where SPS can help.

With a resource pool of well educated, highly skilled and multi-lingual workers SPS Vietnam provides next generation off-shoring services that work alongside technologies like AI and RPA to create blended and highly efficient processes. The level of expertise and the transparency of new style off-shoring means that core processes can now be outsourced, enabling process owners to focus on delivering benefits further up the value chain.

Client pain points

– Customers are demanding faster, cheaper, higher quality services and this is putting the traditional ways of working under pressure.

– Struggling to meet SLA demands on accuracy or turnaround

– Falling productivity — specialist staff tied up with repetitive tasks

– Outdated or inefficient systems and processes

– Traditional off-shore services not addressing current needs

– Rapid pace of business and technological change

– Too much focus on running current operations instead of innovation

The Evolution of Outsourcing

4 SPS Vietnam Off-shoring Excellence

HOW OFF-SHORING CAN HELPSOLUTIONS THAT DELIVER ON ALL COUNTS

New style off-shoring offers economies of scale and location, with access to skilled people, the latest technology and process expertise, in any combination. It helps with the most common challenges businesses face around productivity, innovation, compliance and agility.

SPS Vietnam helps organisations get the best performance out of their processes by providing multi-language, technology enabled services. Our solutions address specific parts of the process like simple customer account changes, or can provide end-to-end management of complex and business critical processes.

Our capabilities include Data Capture, unstructured Data Validation including images, Data Analysis and Classification. We also have specific offers for cross industry activities like Invoice Processing, Expense Management, Client Information Changes, and industry specific activities like claims management and loyalty programme management.

Our solutions use the latest technologies including Artificial Intelligence, Natural Language Processing and Robot Process Automation to improve quality and productivity and reduce the administrative burden on in-house teams.

Document processing

Within every business process there is a high level of routine activity that takes up valuable staff time – some analysts estimate as much as 80%.

Our Document Processing Solutions provide fast, secure, high volume, rules based processing. This includes data capture, unstructured data validation, data classification and analysis, supported by the latest technology including AI, therefore releasing your staff to focus on more specialist activity.

Our multi-language capability (36 working languages) means that we can support centralised and shared service centres, providing the scale and operational expertise to process around 800,000 documents per day, with 99.99% accuracy at field level and an average 24 hour turnaround. We have specific offerings for cross industry activities like Invoice Processing, Expense Management, and Client Information Changes or industry specific activities such as Claims Management.

Complex BPO

We also provide end to end back office support for complex multi-step processes including account opening, credit initiation and on-boarding and relationship management. This can include activities such as screening, verification, customer notifications and delivery of decision ready information into in-house teams or systems and flagging exceptions. These are high impact, customer facing tasks which can directly affect our clients’ reputations, so standards must be consistently high, irrespective of volumes. SPS Vietnam provides bespoke services that enable entire processes to be handled off-shore with fast response times, exceptional levels of accuracy and with 365 day availability.

36 working languages

99.99% accuracy at field level

CUSTOMER

– Invoice Processing– Expense Management– Client Information Changes– Claims Management– On-Boarding

Digital Document Management

and MI Reporting

Scanned Documents

Processed Data

SPS Vietnam

RPAA

I

OCR

NLP

NLU

Omni-channelCommunication

– Capture– Record– Validate– Change

– Index– Notify– Report

5SPS Vietnam Off-shoring Excellence

APPLIED OFF-SHORING CUSTOMER SUCCESS STORIES

Invoice processing

A leading, global information services company has significant fluctuation in volumes across the month in multiple languages. Outsourcing to SPS Vietnam provided a cost effective way of managing this variation and the number of countries and languages involved. We capture invoice data on 100,000 invoices a month, from 30 countries, in 36 languages including Latin and Cyrillic based, with 97%-99% accuracy at field level.

A team of 300 also processes 2.4 million receipts per month for trips which equates to around 14 million for line items. This is an increase of 19 times over the initial volume at the start of the contract four years ago.

Claims processing

One of the US’ largest mutual insurers selected SPS Vietnam to support 10 lines of business with data capture, document classification and indexing, including work flow and processing tasks. Turnaround times range from 2 to 72 hours with a 99.5% accuracy level. The scale of operations has grown from 30 to 170 FTEs as the client has increased the scope of work carried out in Vietnam.

Customer service requests

When a growing client base and demand for instant response became too much to handle in-house, a telecoms provider with a worldwide client base outsourced its back office customer services activity to SPS Vietnam. A team of 130 people process over 300,000 e-mail and hard copy requests of 65 different types every month, in German and English, with 99% accuracy and same day turnaround.

On-boarding

A global banking group selected SPS Vietnam to carry out their complex and high profile customer on-boarding and credit initiation process. This service is delivered in four languages, demands accuracy levels of 99.8% on critical fields, and is subject to random security audits.

Expenses processing

A German transport company with over 300,000 employees in 130 countries wanted to streamline and modernise their expenses process. They worked with SPS to develop a software app that was easy for employees to use and provided automated approval. As part of the process SPS Vietnam captures data from specific fields in around 250,000 receipts a month in six languages.

SPS Vietnam operates centres in Ho Chi Minh City and Can Tho City, and supports clients in Europe, US, Japan and Vietnam.

6 SPS Vietnam Off-shoring Excellence

Cost savings Access to a skilled resource pool in a low-cost economy means cost savings without compromising on the quality of service.

AvailabilityWe never close, so we can support your business 24 hours a day, 7 days a week, 365 days a year.

StabilitySwiss Post Solutions offers the stability of being wholly owned by Swiss Post, recently voted number 1 in the Integrated Index for Postal Development.

ConsolidationConsolidation of services with a single supplier brings increased control and visibility and reduces the risk and management overhead involved when multiple suppliers are involved.

Scale and speed We process over 1 million documents each day and have around 1,200 skilled staff, allowing us to meet fast turnaround times.

Safe & secureOur data centres hold all the relevant certifications for Quality, Information Management, Environmental Management, and IT Service Management.

QualityWe consistently meet the extremely high SLAs our client’s demand (for instance 99% field level accuracy in document processing). Daily quality control, embedded training and a formal continuous improvement underpin performance.

Skilled staffWell qualified, highly motivated workforce. All staff have an HND level qualification or above. SPS staff are paid around 50% more than the minimum wage, helping us attract and retain the highest quality staff.

ComplianceOur service conforms with Directive 95/46/EC and the Federal Data Protection Act enabling us to process customers’ personal and confidential data.

Multi-lingual capabilityOur team can provide highly fluent spoken and written services in 36 languages.

CentralisationNon-stop operations, multi-language support and scale mean that we can provide centralised services that ensure consistency and allow in-house teams to focus on their specialities.

AgilityThe options available make it easy to respond quickly to changing requirements and to changing volumes.

ProductivityFaster more accurate processing means faster decision making, making in-house teams more productive.

Local managementThe service is delivered at a distance, but local management ensures good communication and strong relationships.

InnovationWe enable access to the latest technology without capital investment.

CUSTOMER BENEFITSSTABILITY, SECURITY AND SAVINGS

SPS Vietnam offers a wide range of benefits that appeal to organisations looking for high quality, low risk services which increase efficiency and supplement in-house capability.

SPS CredentialsSPS offers a unique blend of technology, process expertise, on-shore and off-shore capability. This allows us to apply the appropriate delivery method to each stage in a process without the risk and management burden that comes with multiple suppliers.

With an international client base and a 95% contract renewal rate we provide stability and scale (SPS Vietnam processes over a million documents each year) for business critical processes.

7SPS Vietnam Off-shoring Excellence

Why Vietnam?It’s a location that offers:

– Political stability and strong government support for technology businesses

– Fast growing economy — the World Bank predicts the economy to grow at least seven percent per year for the next 20 years

– Loyal and stable labour force of 50 million people, excellent university system and an emphasis on computer science

– In 2010 Vietnam was in Gartner’s top 30 outsourcing locations – now it’s top 5

– Vietnam is a member of the World Trade Organisation and has strong and established economic links with European countries

– Gold standard IT companies have already set up facilities in Vietnam

Swiss Post Solutions

www.swisspostsolutions.com