We understand the challenges our customers face within and across these industries. We provide practical, pragmatic and powerful solutions for addressing those challenges.
These <case studies> show those solutions in action…

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Showing results for Transportation, Travel & Leisure and Technology
Network Infrastructure Support for a Major International Airport
Technology Services
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Network Infrastructure Support for a Major International Airport

Technology Services

CHALLENGE

Create a common IT infrastructure for Gatwick airport

SOLUTION

01 Provide a managed service for wired and wireless networks across the airport

02 Align this service to ITIL V3 standards

03 Deliver 24 x 7 x 4 monitoring of services, incident and problem management, and management of change

04 Install a dedicated onsite delivery team, including service management

05 Provision a Shared Network Operations Centre for remote monitoring and maintenance

06 Deploy Enterprise class monitoring tools

RESULTS

A secure, reliable, flexible and fast network (wired and wireless) was created

2  Reflecting the customer’s confidence, Xchanging was awarded a further contract to provide the airport’s End User Computing Services

3 The passenger experience has been transformed

“The wired and wireless network we now have in place is secure, reliable, flexible and fast to meet the  needs of the latest airport applications…”

Michael Ede IT Service Director Gatwick Airport

Scaling Rapidly and Cost-Effectively
Managed Business Processes
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Scaling Rapidly and Cost-Effectively

Managed Business Processes

CHALLENGE

Help a leading provider of ancillary medical services focus on strategic business growth without having to endure the pain of managing non-core back-end processes.

 

SOLUTION

01 Xchanging worked with client to identify opportunity areas for process transformation to drive efficiencies and business value creation

02 Leveraging a combination of process re-engineering and a balanced global delivery model, Xchanging was able to deliver significant cost savings to the client

 

RESULTS

1 From a non-standardised operation to a process with defined timelines

2 Cost-per-invoice reduction from UK£2.5 to UK£1.2

3 Productivity gains of 116%

Delivered productivity gains of
116%

Building a More Cost-Effective Real Estate Business
Managed Business Processes
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Building a More Cost-Effective Real Estate Business

Managed Business Processes

CHALLENGE

To support the client in its aim is to reduce operational costs and drive savings and at the same time free-up skilled in-house resources to focus on core business

 

SOLUTION

Xchanging leveraged its strong domain experience in the property/ real-estate industry to add value to the business through processes and technology interfaces which covered:

01 Service Charge Management (SCM), Reconciliations, Database Maintenance, Reporting, Insurance Claims process outsourced to Xchanging to reduce administrative burden on the client front facing teams.

02 Consolidated middle office administration activities with that of the back office to avoid duplication

03 Implemented X-Flow, our proprietary work flow management tool to streamline operations

 

RESULTS

1 Delivered reduced operational costs of £2mn and savings of £3mn over a period of 5 years

2 Reduced administrative time and effort for the client, resulting in more time to focus on their core real estate activities

3 The client realised better scalability and flexibility in operations

We give this customer

Over 5 years, reduced operational costs by £2mn & delivered £3mn in savings

Energising IT Performance
Technology Services
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Energising IT Performance

Technology Services

CHALLENGE

To achieve major savings through more efficient IT infrastructure management for one of the largest independent energy trading companies in the world

 

SOLUTION

01 Assess the requirement

02 Scope the impact that could be achieved through architectural change

03 Consolidate the customer’s application servers into selected data centres

04 Standardise the desktop across the organisation

05 Initiate a WAN optimisation exercise

 

RESULTS

1 We reduced data on WAN links by 75%

2 We gave the business visibility of its network capacity

3 We improved application performance

4 We cut the support overhead

5 We improved data backup and security

Data on WAN links reduced by
75%

A Sharper Competitive Edge Through IT
Technology Services
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A Sharper Competitive Edge Through IT

Technology Services

CHALLENGE

To help a well-known UK University become one of the country’s Top Ten by transforming its IT infrastructure

 

SOLUTION

01 Plan, design and implement a complete new infrastructure

02 Incorporate voice, data, wireless and security solutions

03 Ensure continuity through a five-year partnership with the customer

04 Provide ongoing support through lead engineers, management and Technical Design Authority

05 Initiate a WAN optimisation exercise

 

RESULTS

1 The customer’s infrastructure now supports its business strategy

2 We gave the customer visibility of its network 24x7

3 We delivered a 30% saving on telephony support costs

4 We instigated best practice operational management

Telephony support costs cut by
30%

Network visibility
24x7

Perfect Product Testing
Technology Services
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Perfect Product Testing

Technology Services

CHALLENGE

To help a renowned manufacturer of laptop PCs optimise its product testing resource

SOLUTION

01 Offer immediate and attractive cost savings from our testing laboratory in Singapore

02 Demonstrate world-class credentials in Product Assurance (PA)

03 Provide the required resources for qualifying new systems, sub-systems and applications for the customer

RESULTS

1 The customer can now rely on support from over 40 technically certified professionals spread between Japan, Singapore, Malaysia and India

2 We have consistently achieved customer satisfaction levels of more than 90% in PA services

Customer satisfaction levels of more than
90%

12 Years of Success in Logistics
Technology Services
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12 Years of Success in Logistics

Technology Services

CHALLENGE

To provide peace of mind for one of the biggest names in logistics by ensuring high availability for their applications

SOLUTION

01 Provide best-in-class Application Management Services

02 Build strong relationships across multiple business units

03 Manage data and transactions for the customer’s Enterprise System Integration

RESULTS

1 The customer can now be confident that their applications are secure and available

2 We have removed a significant workload from the customer by managing the Enterprise System Integration: 280+ live customers completing up to 700 million transactions per year

3 We contribute to the customer’s IT quality certification such as ISO/IEC 2000

Transactions managed:
700 million per year

Partners in Innovation
Technology Services
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Partners in Innovation

Technology Services

Xchanging partners with YTL Communications to bring down the bill generation cycle to 1 hour from 45 hours

CHALLENGE

YTL communications aimed to be one of the key players offering 4G network within the education vertical in Malaysia. they were looking for a partner, who could bring to the table, an IT infrastructure and expertise to enable YTL to compete effectively by taking the overall offerings to a higher level, thus enabling better services to their customers.

SOLUTION

Xchanging has partnered with YTL to develop and deliver enhanced mobile internet and cloud-based hosting offerings in Malaysia. The partnership combines Xchanging’s technology, delivery expertise and international domain knowledge, with YTL communications’ award winning 4G network and market reach to deliver next-generation, mission-critical cloud solutions and platforms.

We are offering the following key services to YTL:

01 Xchanging supports YTL’s enterprise sales by providing unique solutions for the SME (Subject Matter Expert), enterprise corporate markets and government

02 Our experts manage a cross-spectrum of operational and implementation services, which encompass capacity planning and architecture, ensuring BCP (Business Continuing Planning) / DR (Data Recovery) planning and management, Mobile apps, Functional, testing, regression, load and test automation, etc

03 Xchanging created a process that enables the entire customer onboarding when the systems fail. In addition, we support YTL in the channel sales process lifecycle and in back office support for HR, flagship stores and asset management, website and campaign management, and digital marketing.

 

RESULTS

1 Duration of bill generation cycle reduced to one hour from 45 hours taken previously

2 Bill publishing time too brought down from 3-4 weeks to the same day

3 Cost of the bill reduced by 7.5%

4 Improvement in user access of web portal resulting in improved customer satisfaction. The login time has been reduced from more than 35 seconds to less than 5 seconds; and page navigation time reduced from more than 45 seconds to 5-15 seconds

Making The Leap From ‘Good’ to ‘Great’
Managed Business Processes
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Making The Leap From ‘Good’ to ‘Great’

Managed Business Processes

CHALLENGE

To help a top global insurance broker make its next big leap: become the provider of choice for integrated employee benefit solutions and grow revenue by 50% within five years

SOLUTION

01 Enhance operational performance, optimise process efficiency, and instil a mindset of continuous improvement

02 Put to work our expertise in offshoring F&A processes including accounts payable, accounts receivable, general accounting, reconciliations, taxation, fixed asset accounting and reporting

03 Implement process improvements in a timely and effective way

RESULTS

1 Costs cut by 40% due to labour arbitrage

2 Quality up from 95% to 99.5%

Costs cut by
40%

Quality lifted to
99.5%

Set up a Trade Processing Centre
Managed Business Processes
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Set up a Trade Processing Centre

Managed Business Processes

CHALLENGE

To help the client set up a Trade Processing Centre in Malaysia, in order to centralise the processing of some export L/Cs, for its units outside Germany. The objective was to gain a higher market share by reducing processing costs and realise economies of scale.

SOLUTION

1 To set up a ready to use office environment, fully serviced, supported and managed by Xchanging

2 To establish an operational footprint in Malaysia, thus allowing the client to focus on achieving strategic business outcomes

BENEFIT

1 Minimise capital investment in the initial set up

2 Gain control on costs with a fixed price of services from Xchanging

3 Achieve optimal utilisation of available skilled local talent, at lower costs

Reduce Invoice Referrals
Managed Business Processes
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Reduce Invoice Referrals

Managed Business Processes

CHALLENGE

Helping the client to manage discrepancies (such as missing purchase order numbers, and incomplete and illegible invoices) in the invoices submitted by its vendors. This resulted in increased cost for the client due to facilities managers spending additional time in clearing referrals; and delay in payments to client’s vendor.

SOLUTION

1 Automated report generation resulting in resource reduction and faster and more accurate reports

2 Generate weekly and daily pending reports

3 Standardised key referral categories by preparing a customised template for standard verbiage to be used

4 Implemented the invoice supplier rejection process to pass the ownership of accurate submission from the client’s facilities managers on to suppliers

5 Improved quality and frequency of referral reporting to the client’s field teams

BENEFIT

1 Helped generate a 12% reduction in referrals in Q3 and Q4 of the fiscal year 2012 against the same period in the previous year

2 Reduced payment cycle time by passing the ownership of accurate invoice submission on the suppliers

3 Helped the client’s team to bridge process gaps and reduce referrals by improving quality and analysis

Enhance Operational Performance
Managed Business Processes
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Enhance Operational Performance

Managed Business Processes

CHALLENGE

To help the client grow its revenues by more than 50% over the next five years and achieve significant savings by reducing its existing costs.

SOLUTION

1 Consolidation of existing payroll, accounts and treasury functions (performed out of multiple locations onshore)

2 Robust program of process standardisation by developing standard operating procedures, process documentation and training material

3 Measurement metrics and reporting systems introduced to ensure high quality

4 CORE, Xchanging’s proprietary Business Process Management tool, introduced as a workflow tool to mitigate the challenges and limitations of an Excel based system

BENEFIT

1 Reduction in operational cost by 40%

2 Improvement in quality from 95% to 99.95%

3 Increase in payroll maintenance productivity from 35 to 50 cases per day due to automation of audit trail report through CORE

4 Increase in accounts file delivery from 22 files per month to 45 files

5 Moved to a paperless workflow system: CORE

Achieve Efficiency and Productivity
Managed Business Processes
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Achieve Efficiency and Productivity

Managed Business Processes

CHALLENGE

To help the ancillary healthcare products client reduce its finance and accounting costs by reconciling accounts payable and receivable. The paper-based filing system was dependent on manual inputs and was unable to handle the increased volumes. As a result, the client incurred huge expenses related to this non-core activity.

SOLUTION

1 CORE, Xchanging’s proprietary workflow management (WFM) tool automated a typical offshore setup

2 CORE replaced the paper-based version

3 All the received invoices were uploaded to the WFM database and underwent a rigorous and well defined process, for addressing instances of missing paperwork or erroneous manual intervention

4 Xchanging manages 22 end-to-end processes on behalf of the client

5 Implemented Six Sigma projects and Kaizen improvements to continue delivering efficiency gains beyond the early benefits of offshoring

BENEFIT

In the first process fully managed by Xchanging AP invoice processing, we helped the client, realise benefits including:

1 Significant cost savings of approximately US$ 216,000 per year

2 Cost-per-invoice reduction from US$ 4 to US$ 1.86

3 Productivity gains of 116%

4 Transition from a non-standardised operation to an automated process with defined timelines

Holistic Business Solutions For a Global Energy Player
Managed Business Processes
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Holistic Business Solutions For a Global Energy Player

Managed Business Processes

Challenge

This customer was looking for a holistic  technology and business process solution to reduce costs and drive process efficiencies

Solution

01 Xchanging leveraged its technology capability to provide the customer the appropriate solutions across infrastructure management and specialised services, as well as bespoke IT governance models

02 Our BPS experts identified opportunities for re-engineering the current processes and combined this with a global delivery model to bring in process efficiencies

 

Results

1 Delivered 10% process efficiencies and  ~25% cost benefit for the customer

Delivered 

10% process efficiencies and ~25% cost benefit

Ministry of Education, Malaysia
Technology Services
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Ministry of Education, Malaysia

Technology Services

CHALLENGE

Driven by the desire to better equip Malaysia’s children with the knowledge to thrive in the 21st century, the Ministry of Education, Malaysia, undertook a comprehensive review of its education system in 2011, resulting in a new vision for 2020 that would transform Malaysia’s learning environment.

SOLUTION

To unite teachers, parents and students within a community of online learners and real-time content exchange, Xchanging brought together and managed selected strategic partners to create the world’s first nationwide cloud-based learning platform over 4G, connecting 5.5 million students, 10,000 schools, 500,000 teachers and 4.5 million parents.

RESULTS

The successful implementation has catapulted Malaysia to the forefront of next generation learning, enabling it to become the first country in the world to connect all of its schools through a single learning platform:

Students are now able to:

1 Access a wider range of content that is more relevant, engaging and interactive

2 Learn at their own pace, from any location at any time

Teachers and principals are able to:

1 Access both national and international learning resources and communities to help them improve their practice

2 Realise cost and time savings through the cloud based delivery of content, replacing the original need to services and update servers in all 10,000 schools

“We chose Xchanging for its robust global managed network services capabilities and ability to deliver the connectivity, the security, the reliability, and the functions that were essential for learning environments.”

Deputy Minister for Education, Malaysia

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