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back office optmization services methods, tools and technology
 
STL’s process and methodology has been tested and proven for over five years. Our structured approaches to outsourcing help assess, Analyze and derive optimal outsourcing solutions for our clients across various industries.
 
Pre Migration
Migration
Post Migration

•  "As-Is" Process Analysis

•  Work Flow Analysis

•  Systems Evaluation

•  Benchmarking

•  Requirements Definition

•  BPO Pilot

•  Pilot evaluation

•  Performance Guidelines

•  Implementation

•  Stress Testing

•  Performance Measurement

•  Process and Performance    Improvement

Project Management
Change Management

Requirement Analysis

  
Our processes and domain experts work with client teams to gather requirements and style guides.
   
The client assigns a project contact for all future queries with respect to the project requirements and its execution.
     

Pilot Evaluation

  
The Project team works with the client to understand requirements and evaluate the effort, technology and tools required to deliver the services.
   
A detailed the Pilot project plan is presented to the client for discussion and finalization.
   
Metrics pertaining to turn around time, accuracy levels and details of the project deliverables are drawn up for the Pilot project.
   
The Pilot project is executed for a mutually agreed time or volume based upon the customer's requirements.
     

Pre-Migration Phase [Offshore Site]

 
Based on the Pilot project metrics, the following functions are put into operation with the customer 's approval:
   
1. Process
2. People
3. Infrastructure
4. Project Management Methodologies
5. Training
6. Technology
     

Migration Phase

 

Similar to Pre-Migration Phase [Offshore Site] with the additional implementation of a Service Level Agreement [SLA].
     
Reporting and Communication  
Project Status Reporting is done on a daily, weekly and monthly basis depending upon the customer's expectations.
   
There is also a web based reporting tool (built by the Software Technology Group) that automatically provides the status of any long-term projects under execution.
     

Continuous Improvement

 

Metrics are reviewed periodically by the Steering Committee*. Based on these reviews, the quality of the deliverables and the turn around time are subjected to continuous improvements.


*Steering Committee : A project specific committee comprising of senior managers and   stakeholders.
 
Business Intelligence Tools
 
Business intelligence promotes the dynamic evolution of decision making across an enterprise by making actionable data accessible to everyone. STL’s business intelligence processes provide a high performing, functional and easy to use service to decision makers throughout the enterprise.
 
The processes focus on determining, exposing and delivering data that users need. With these kinds of analyses the STL’s clients are empowered with the ability to expose relevant information that can then be interpreted based on functionality and perspectives.
By employing robust analytical functionality and superior performance anyone at any level of an organization can transform data from a generic mass of disjointed facts into targeted, precise and insights that drives result oriented decisions.
 
The solutions are architectured to be scaleable and provide a vast array of needed reports that permits decision makers to better leverage existing data resources and make more informed and focused business decisions.
 
STL-India is a 16-year-old information technology organization catering to over 300 Clients in the Domestic and the Overseas Markets. It comprises of a robust infrastructure and a 350-seat capacity with ample scope for rapid ramp up of operations.
 
People and Infrastructure
 
  • An Information Technology Support Group (ITSG) to manage the technology infrastructure requirements of our clients. For complex requirements, a full-time resource initially provided to ensure client satisfaction. The team has evolved over years as an independent Business Unit catering to over 300 clients.

  • A Software Technology Group (STG) responsible for internal systems, client-specific application development, information security and knowledge management.

  • Infrastructure:
  • Capacity of 350 seats spread over 10,000 sq. ft.

  • 100% power back-up and redundant data and telecommunications links

  • Fully secured and networked with 24x7 security.
  • Firewall

  • IDS

  • Anti-Virus
  • Products
  • URL Filtering

  • VLANs
     
Data Security  
     
  Given the sensitivity of the above operations to privacy concerns, the following initiatives for control have been implemented.  
     
No access to internet from the work terminals.  
All storage media and cell phones debarred from the work area.  
Improved service levels  
No email services from the work terminals.  
No movement of notebooks to and from the work area.  
Routine audits of operations from internal and external providers.  
Vendor privacy and confidentiality policy agreements appended to personnel agreements.  
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