Synopsis
The client is an independent luxury tour operator looking to optimize its BPS based on seasonal variability, reduce back-office operations cost, and reduce human data entry errors. Coforge partnered with the client to migrate its back-office operations, enable resource planning and management with a forecasting model, provide customized training programs.
About the client
The client is an independent luxury tour operator in the UK.
Business Challenge
- Seasonality in the business affected the volume of work
- Higher operational cost
- Need to focus on core business rather than back-office work
- Higher rate of errors in manual data entry
Our Solution
- Migration of back-office work in a flexible ramp-up and ramp-down model
- Staffing plan based on a forecasting model across 12 months, giving the client the flexibility they need to address the seasonal variation
- Optimum staffing approach adopted via cross-skilling and utilization
- Customized training module for the team based on Coforge's training lineage
Delivering More Value
- Cost savings via flexibility to quick ramp-up and ramp-down based on seasonal variations
- 50% reduction in controllable errors within four months
- 80% increase in productivity in comparison to the previous two quarters
