Transforming Business in Australia

Transcription

1 Transforming Business in Australia IBM Global Process Services A/NZ: Delivering next generation BPO John Lutz General Manager, IBM GPS, World Wide One of the key drivers for IBM and our approach in Global Process Services is around business transformation. Selaan Nayagam Vice President, IBM GPS, A/NZ & Growth Markets We started here about six years ago. We started with two key anchor clients, we now have about closer to thirty six clients here in Australia. That s a pretty significant growth. Peter Lynt Vice President, Solutions & Delivery IBM GPS, World Wide IBM GPS differs from the market in that, Largest global Provider in the world we are the largest global provider in the world. Delivery centres in more than 60 countries We ve got delivery centres in more than sixty countries, Operate in different languages we operate in forty or fifty different languages and especially for clients who have global aspirations themselves, We can deliver all around the world we re able to keep up with them and deliver value all around the world. A lot of companies are also interested because they see the chance to hand key processes over to someone who is really expert in them. Offshoring is a piece of what we do in Global Process Services. It s certainly not the whole story. In fact in Australia, we have a variety of 1

2 operations where onshore delivery is fundamental to what we do. Our aspiration in IBM and our delivery in Australia certainly today, is that we do both very, very well. Selaan Nayagam: If you think about a lot of our customers they ve got a lot of data. The issue is how do I use that data to get some business insight and then being able to plan for the future. It s all good and well reacting to something, it s about using the data to be proactive in preventing either bad debts or, or, or being able to identify an opportunity where you can actually grow. Peter Lynt: We offer productivity, um cost benefits which enable cash flow - free cash flow - for corporations to invest in that core enablement as they grow for their own companies as they move forward. Selaan Nayagam: So if you are a CEO of an organisation for IBM to come in and say Hey, I can define the roadmap for you. I can get you there in less than what you thought and by the way, I ll actually take the execution risk and guarantee the benefits back to you that s a compelling value prop. Peter Lynt: We can typically deliver between twenty-five and thirty percent 25-30% savings savings depending upon where you are and the maturity curve of a process. Here s what some of our clients have to say about IBM Global Process Services Paul Newham Chief Operation Officer Product & Operations The Westpac Group We ve been with IBM now since December 2005 when we signed an agreement for the revision of processing services. Clearly IBM is a proven stayer. They ve been in this market now for a hundred years. They know customer service, they know what needs to be done and they execute well. There were challenges early on. Obviously we had to find our way, we defined what the future was and we worked to create that future with IBM. It s a strategic relationship and we re looking for opportunities to build future outcomes broadly across the group. 2

3 IBM provides services based in India for mortgage processing, collections and some business lending activities. And whilst we haven t determined ultimate scale, we think there s an opportunity to build real expertise with IBM in these areas. Telstra Client Ian Wheatley Chief Procurement Officer Telstra Telstra s history with IBM goes back to over thirty years. We ve had a longstanding business relationship. What s happened with IBM is pretty much as Telstra s business has grown and changed, IBM as a company has grown and changed. The reason we use IBM for our business process outsourcing is Proven solutions it s a proven solution, Speed to market it is speed to market, Economies of scale it is the economies of scale and the ability to implement 100% off the shelf, out of the box solutions. When the partnership with IBM is working really well, we re actually working as one team. There is no difference between the Telstra and IBM people they re both focussed on actually the end result, they re both focussing on addressing any of the issues as they arise and they are quite open and communicative in terms of um, of the end outcome. Phill Sporton Executive Director Service Delivery Telstra Telstra s currently going through a major transition. Our vision is to improve the way our customers live and work. So we re really focussing on the customer. We re trying to put the customer at the centre of everything we do. 3

4 We have around four thousand field technicians, about three thousand um Call Centre and support people that focus on delivering customer service day in, day out. Our relationship with IBM has just gone from strength to strength. We re very much now more integrated at a partnership level than we ve ever been. I think the best example is in the recent floods in Brisbane. When we were in real strife, the IBM people came together with the Telstra people to solve our customers problems in the time of crisis. It was just a powerful team. Between Telstra and IBM, we re here for the long haul. We ve signed a contract with IBM that rolls out to So we have expectations of a long and fruitful engagement. IBM GPS goes beyond the bounds of BPO Creating value that contributes to top line growth and bottom line savings Defining what it means to be a global business today Paul Newham: We are on a course of continual improvement with our IBM partners. We see this as a long-term arrangement and we see that we both have things to bring to the table to improve the ultimate outcome. Phill Sporton: I m really delighted to be working as close as we are with IBM. We have engaged with a company that clearly has great potential to help us serve our customers. Ian Wheatley: The vision for the future in my mind is that we have IBM as an organisation truly focussed on where they can really leverage extra value for Telstra as an organisation. Paul Newham: Our relationship with IBM is strategic. It has been a proven performance outcome. I would have no hesitation recommending IBM to, to any prospective client. IBM Global Process Services Delivering next generation BPO ibm.com/services/au/bpoutsourcing IBM end credits 4

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