Executive SummaryIn today’s economy, outsourcing service providers are under more pressure than ever to demonstrate to customers the business value enabled by their solutions. They can no longer rely primarily on labor arbitrage; clients want deeper cost savings from end-to-end solutions and automating complex business processes. At the same time, providers need to enable globalization and must standardize processes across geographic and business unit boundaries.
Leading providers of document process outsourcing (DPO) services seek to envelop those requirements within the following fi ve major objectives for their client offerings:
- A standardized, unifi ed global delivery model.
- Best-in-class, scalable, secure technology.
- Lowest total cost of ownership.
- An outcome based solution and pricing.
- Proven ability to consistently meet service level agreements (SLAs).
Although many providers encounter challenges and high costs in developing such a solution, Swiss Post Solutions, a leading provider of document outsourcing services, overcame the challenges and successfully developed an outcome based, unifi ed, global delivery network for document processing. The solution, which is underpinned by the Kofax Enterprise Capture Platform, achieves all of the objectives and requirements described above for Swiss Post Solutions and its clients.
This paper provides a detailed look at the customer requirements, strategy and success factors in developing an outcome based, unifi ed, global delivery network for document processing. The paper also presents a case study of Swiss Post Solutions and Kofax successfully deploying a solution to deliver document processing services for one of the world’s leading fi nancial institutions. The case study clearly outlines the aspects that DPO providers need to take into account up front in developing such a solution.
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