Outsourcing

In an outsourcing contract, we use one of our existing platforms to provide customers with business processing or back-office services. By creating economies of scale and using standardised processes, we are able to meet our customers’ demands for efficiency and quality. Customers effectively exchange the fixed costs of their in-house functions for the variable costs of our services.
We provide these services on a fixed-price, cost-per-transaction or cost-plus basis or, for procurement services, on a gainshare basis, where we and the customer share the benefits of cheaper buying.

Enterprise Partnerships

An Enterprise Partnership (EP) is a joint venture with our customer, through which we provide them with processing services. These customers are typically large organisations with significant processing needs. A typical EP contract is 10 to 12 years long.
The customer benefits from better processing and lower costs and also has the potential to earn profit, as we use the EP’s processing platform to offer services to third parties.

Business support and products
In addition to our processing services, we offer our customers a range of business support services and products.

Business support
We deliver professional advisory services in areas such as technology, insurance services, recruitment and corporate immigration. These services are provided on either a cost-per-project or a time and materials basis.

Products
Xchanging has a number of business processing software products for the insurance, financial services, manufacturing and logistics sectors. We charge for our software services on either a subscription or cost-per-seat basis.

Quality
Whatever service we are delivering and whichever way we are contracted to do it, we have a relentless focus on providing the high-quality service expected by our customers. We have a rigorous performance measurement methodology. We measure our performance regularly, in great detail and in the same way across each of our processing centres around the world. For example, our quarterly service reports measure thousands of data points across hundreds of processes, measuring both quantitative and qualitative outputs, such as customer satisfaction. We believe that our customers’ perceptions of our service are just as important as the actual results.