This case starts with a brief description of company background and its services in business process outsourcing (BPO). Formed during the first IT boom in India, Invensis Technologies (P) Ltd is a global BPO service provider with expertise in finance, insurance, health care and logistics. The case starts with a meeting chaired by executive director of Invensis, Prasad Rao. The meeting’s agenda is to address two major challenges the company was facing in 2007, persistent information technology issues and high attrition rate.
Started in 2000, Invensis set up its operation in the area of software development, by 2001 it expanded to offer BPO and document management services. The case explains the four kinds of BPO and process services that the company is engaged in. We observe how Invensis enabled companies to drive measurable cost reduction and benefit from a one-source solution in various business processes. With its creative solutions, Invensis enabled customers to outsource the entire business processes. Invensis went a step ahead and got more involved in its customer’s processes. It offered its expertise in not only technological front but also in fields like tax advice for the companies.
The case also discusses the process Invensis went through to operationalize its BPO services. Invensis followed a structured approach to outsourcing. Analysis, planning, transition, governance and steady state operations were the phases involved in this entire process. Next we look at the security measures taken by the company at different levels. Invensis addressed security at three levels ' people, process and systems. The case ends with discussion of challenges faced by Invensis. These challenges are classified in two main sections, process-related challenges and people-related challenges. The company’s future will be based on how they can overcome these challenges and differentiate themselves from others.... [continues]
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