How CT managed to control employee escalations and achieve 100% compliance for this BPO

How CT managed to control employee escalations and achieve 100% compliance for this BPO

PROBLEM STATEMENT

  • Time consumed and Escalations

    Non-core activity takes away productive hours of work in handling day-to-day operations and employee escalations

  • Managing multiple vendors & teams

    Too many vendors, Complex Vendor Induction process and managing ground teams

  • Increased Spent, lack of transparency

    Model does not bring transparency and inconsistent spend trend month on month

  • No control over vehicle and driver compliance

    Vendors failed to meet compliance requirements plying more than 7-8 years old vehicles at site

Sl No.BeforeAfter
1Clients spent 70-80% on the activityClients’ involvement was reduced to almost zero
2Managed Payroll of the ground teams100% team under CT roles and managed by CT
3Handled direct employee escalationsAll queries, escalations handled by CT Transport Help desk
4During festivals, sudden increase in demand sourced vehicles at higher ratesNo impact on commercials, complete transparency and 100% responsibility of CT
5Vehicle compliance compromised to a larger extent100% compliant operations
6Wastages due to trip modelUser actual based pricing, saved 8-10% on overall spend
7No control on spending, fluctuates every monthSpent is maintained month on month
8Manual billing100% automation of operations and billing
9OTA – 92-97%, OTD – 96-98%OTA – 94-96%, OTD – 99-100%