In 2008, the client, a global financial services firm, wished to provide its
bankers with an alternative choice to their incumbent desktop
publishing (DTP) service provider. The client wanted to increase service
levels, reduce turn-around times and increase the quality of the overall
banker experience. In addition, the client wanted to mitigate risk by
implementing a multi shore solution incorporating support from onsite,
India and the Philippines. Lastly, the client required the ability to deliver
documents in the Japanese language.
Integreon offered to build a locked-down dedicated delivery center in
our Manila location to meet the client’s compliance requirements.
Then, with an initial team size of 25 FTEs trained on DTP technologies
and the client’s branding standards and proprietary tools, Integreon
developed and rolled-out a customized “communications and service”
training course to better enable our Associates to handle banker
interactions. Through our extensive language capabilities, Integreon was
able to provide Japanese language support from the first day.
Integreon quickly met the client’s requirements on turn-around times.
As the program grew, Integreon expanded technical capabilities to
include multi-media presentations and creative services. Through multivendor
relationships, Integreon also expanded partnerships with other
vendors to provide business continuity support on a 24/7 basis.
Feedback from the client’s bankers was very positive and the client not
only expanded the team to 150+ FTEs, they also rated Integreon’s
Manila location as their “Delivery Center of Choice”.