Case studies

A leading provider of ancillary medical services needed to increase capacity rapidly due to growth in demand for its services. Hiring staff would be costly and time consuming, so the customer decided to outsource their requirement.

Due to the customer’s internal best practice standards, their chosen outsourcing partner would require world class resources and the ability to take up processes with minimal training whilst still upholding these standards. Fundamentally, this required a partner with prior experience in the ancillary healthcare industry. Xchanging satisfied all these criteria. The relationship began with the offshoring of two key processes to Shimoga, one of our five state-of-the-art processing centres in India. Following success managing these processes, a further three processes were outsourced to us within the next few months. This increased the number of dedicated employees working with the customer from 9 to 23. Through labour arbitrage and a lean processing focus, within just six months we had succeeded in removing a significant tranche of costs and enabling the customer to focus more effectively on their core business. These benefits have increased over time thanks to our continuing focus on improvement and efficiency.