Business Process Outsourcing Project

Project Fact

Challenge

The client requires a dedicated and effective offshore team to produce a large amount of electronic documents on an ongoing basis. Then the client use the documents we created to print physical papers for hundreds of thousands of end users and consumers. The electronic documents we create include financial statements, utility payment bills, invoices, etc.

Each document, i.e. an electricity payment bill, may be distributed to hundreds of thousands of customers. We need to include the unique customer information, such as name, payment amount, mailing address, due date, etc. in the bill for each customer, while remaining the basic document layout and style as the same. Some may include simple or complex logic, i.e. different penalty calculated based on due date.

Solution

We use a 3rd-party software called Dialogue to design and create high-volume and interactive document applications. We receive source data from customer, i.e. names, addresses, and import these data to Dialogue. We define variables to map each type of data fields, as well as logic rules to do calculation and control display areas, content box sizes, etc. This enables us to design and produce fully personalized document, from complex statements to interactive correspondence.

Our project team consists of a project manager and a few Dialogue Specialists. They are experts who can design various complex personalized documents using Dialogue to meet clients’ unique needs. Project manager is responsible for client communication, schedule control, and overall quality of our deliverables. All of our team members are fluent in English reading and writing. Additionally, our project manager is also good at spoken English and has no language barrier to communicate with customer by phone, Skype, or in face-to-face meetings.

According to client’s requirements, each person in our team completes 2 or more document applications per week. We package each application in one XOB file and update the completed applications to our FTP server. Our client downloads these packages regularly and prints out final papers based on these applications.

Benefits

• Using MDT as their BPO partner, the client is able to focus on their core business and customer service.
• Costs are greatly reduced by the Offshore Delivery Center model and our long-term relationship.
• Using the talent pool of an experienced vendor, the client saved time and money, as they do not have to train their own workforce to get familiar with Dialogue.