Case Study: HCL boosts efficiency and cuts complaints with Corporate Modelling Services OPX

HCL increased the number of transactions processed per person by 15% using OPX

HCL IBS, a UK-based financial services outsourcing company, faced steadily eroding margins from its closed book life and pensions business. Economic volatility, risk-averse customers, and changing regulations compounded the challenge of a shrinking number of active policies. Having exhausted other cost-cutting measures, HCL IBS needed a long-term, platform-agnostic solution to automate processes, reduce manual work, and improve efficiency. They turned to vendor Corporate Modelling Services and its OPX solution to address these challenges.

Corporate Modelling Services implemented its OPX platform, which introduced a transaction-based processing model with intelligent workflow and queue management. The solution provided real-time management dashboards, integrated performance metrics, and the Scriptflow module to guide agents through complex processes. This implementation led to a 70% reduction in complaints, a 20% increase in transactions processed per employee, and operating cost reductions of 15% in the first year, exceeding 30% in subsequent years. The gains from OPX enhanced HCL's competitive standing and market share.

HCL

Paul Barrow

Chief Operating Officer