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Major European Shared Service Provider

Build Your Own Captive - Case Study

The Situation


We managed the transition to offshore a major part of the client’s onshore delivery capability to India (Bangalore and Chennai). The two main drivers were cost reduction and greater access to skilled resources.



Scope of the project:


  • Wintel (1st, 2 and 3rd line support), including Citrix, Exchange, VMware and AD

  • Unix (1st, 2nd, 3rd line)

  • Networking (1st, 2nd, 3rd line)

  • Storage & Backup (1st, 2nd, 3rd line)

  • DBA 2nd & 3rd line

  • 24x7 monitoring


Total scope was in the order of 200 FTE.

The Approach
Our standard and proven approach to offshore transition was used:
  • Definition of the business case
  • Due diligence
  • Definition of the target operating model (TOM) for blended shared services
  • Tool and process implementation offshore (& onshore)
  • Project planning including recruitment plan and organisation design
  • KPI and quality metrics definition for offshore (and onshore) delivery
  • The principle was that transition was not complete until the offshore quality was better than the onshore level
  • The approach was to offshore per service and not per technology. Benefits of this compared to a technology driven approach is a higher offshore blend.

The benefits of the project for the client were:


  • Lower costs by an achieved offshore blend of 70% for the blended services

  • Controlled transition with no impact on existing SLA’s

  • DPA compliant

  • Implementation of an output based charging model, to drive further offshore efficiencies

  • DR/BCP implemented to guarantee N+1 availability of the offshore services

  • Improved CSR

"Quality of Service was key for us. The Indian operation was able to exceed our local quality standards, thanks to the professional transformation approach."

Chief Operating Officer, Major European Shared Services Provider, referring to a new established GIC

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