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Outsourcing data processing to India had positive results for one of the largest timeshare companies in the US. O2I reduced errors, saved costs in forms processing and created a searchable database that provides a CRM platform for new business development.
The customer is a reputed US-based company that developed the world's third-largest vacation ownership program and pioneered the concept of points-based timeshares. Today, more than 200,000 timeshare owners have access to the company's resorts across the United States as well as in Canada, Mexico, Fiji, New Zealand and Australia.
The company is a wholly owned subsidiary of a Fortune 500 conglomerate which is the world's largest hotel franchisor, vacation ownership company and vacation exchange network.
The customer approached Outsource2india with the task of forms processing and creating a marketing database of potential customers.
The customer invites potential customers to a seminar where the invitees fill in data on forms. The forms are scanned and uploaded to India by a secured FTP.
Outsource2india created a web-based software to index and search forms. The O2I team enters and indexes the data to form a searchable database. This database is a valuable marketing tool as it provides a CRM platform for the client's call center to follow-up on potential customers and facilitates new business development.
O2I's team of 40 data operators have successfully worked on this project for over a year. The customer's business is organized region-wise. Each region is a different profit center and O2I has a different contract with each one. To facilitate business focus, we have deployed a dedicated team with a Team Lead for every region.
Data is uploaded to a secure server in the US and downloaded in India in the morning. Within 12 hours, the O2I team processes and uploads the forms.
O2I makes daily deliveries and also meets weekly targets including backlogs - which means that on certain days the number of forms increases from an average of 15, 000 to 25,000 per day.
The O2I team holds monthly/bi-monthly web conferences and reviews with the Vice-Presidents and Project Managers of all regions from the customers side. Feedback from all regions on the client's side is promptly addressed in order to achieve yet higher standards of quality and timeliness.
O2I started out servicing one region for the customer in the US. Today we serve the whole of the US and South Pacific region.
The company was earlier dealing with a vendor in the US to handle forms processing.
With O2I on the job, the customer observed that they were getting far superior quality as compared to the US vendor, as error rates were substantially reduced.
O2I has thus become the preferred vendor/partner for all document management projects of this US-based company.
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