Cox Enterprises’ Work Request Group had been using an on-site and offshore support model from another vendor for the past five years. However, this relationship lacked quality resource retention, industry-leading procedures for analysis and development, and effectively managed services governance. When the work backlog began to increase and cause frustration for internal customers and management, Sierra-Cedar reviewed the existing procedures and implemented an optimized global delivery model.
Key Project Highlights:
- Offshore resources were quickly ramped up to address Cox’s backlog of work requests and take over tax update and quality assurance functions to reduce the workload of their on-site analysts.
- The utilization of senior-level offshore resources provided a significant cost savings for Cox Enterprises without compromising delivery quality.