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Convergys is a global leader in employee and customer relationship management. As a provider of business process outsourcing services, the firm enables clients in more than 70 countries to optimize their HR and marketing interactions. But handing the complex inbound and outbound communications for clients through 80 facilities around the world proved a daunting task.
Convergys’ challenges included the need to:
- standardize documents to manage more than 100 different document types and 1,000 different versions
- improve processing of inbound and outbound communications, and reengineer a total document workflow around HR forms and processes
- simplify the support model for international clients and reduce operating costs.
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Xerox formed five project sub-teams to develop a comprehensive document services solution that supports Convergys’ employee and client needs. The solution focused on several main areas:
- develop a digital repository that contains all variable data forms templates, which are merged with customer/client data
- make HR forms "smart documents" by using a DataGlyph® to embed critical information that improves storage, retrieval, and process integration
- outsource records management and provide high-volume scanning off-site to support call center reps and meet regulatory requirements.
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The Xerox solution is expected to produce a number of key benefits for Convergys:
- simplified forms ordering, completion, and fulfillment
- automatic routing of documents to a common repository/archive and linkage to back-office systems
- reduced cycle time and overall process costs
- improved time to revenue for new client provisioning
- ability to extend solution to global business units.
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