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“A
Job Well Done”
Carretek from a Client’s Perspective
2005, Carretek worked with a large US-based
financial institution to help it transfer
selected back office check processing
functions to Carretek’s offshore
outsourcing facility in Mumbai, India. Choosing
an offshore outsourcing partner was no
small decision, as the bank wanted to
ensure, beyond a shadow of a doubt, that
security, quality and customer service
would never be compromised in the name
of cost savings.
Today, this offshoring partnership has
gone from concept to quantified success,
with overall savings for 35-50 percent
and efficiency gains that will offer
additional, long-term expense control. As
important as “Cheaper”, the
offshored functions are also becoming “Better” and “Faster,” with
reports of 98-100 percent accuracy, fraud
detection and the ability of the offshore
team to meet or beat the bank’s
production targets despite a natural
disaster.
The following testimonials were gleaned
from Carretek’s daily correspondence
with its client regarding performance
at the Carretek Operations Center in
Mumbai, India.
Commitment to performance
May 13,
2005
“It looks like things have been
going well. Nice job.”
July 20, 2005
“On July 18, 2005, the End-of-Day
Productivity Report that our Carretek
Operations Center processed 100 percent
of the exceptions processing work received
from our U.S. operation, with an accuracy
rate of 99.98 percent.
Carretek’s Productivity Reporting
tools are an excellent tool for gauging
the daily success and performance of
our staff.”
August 2,
2005
“Please extend my extreme gratitude
to all of those members of your staff,
who despite considerable challenges,
persevered and saw to it that minimal
impact was encountered on our end back
here in the U.S. Again, thanks
to all and GREAT JOB!”
September 28,
2005
“Today, one of your staff inquired
about an unusual situation in which
there were many PNIs showing on Exceptions
Express, but research into ARIN revealed
the same number as a Paid. Bringing
this to our attention allowed us to
find and correct the error and avoid
impacting an important customer of
the Bank - thank you for your identification
and communication of this event. Excellent
Job!”
September 28,
2005
“Good job to your members who
remembered all the stuff we went over
regarding Fulls and Partials back during
training! The effort and attention
displayed by the Carretek Operations
Center and the bank training staff
has definitely been a huge factor in
our success!”
October 20, 2005
“Just a short note to say thank
you. You and your staff continue to
do an excellent job in processing exceptions
for us….high performance and
low errors. What more could we ask
for? Thanks again and keep up
the good work!”
Managing the client’s risk
August 1, 2005
“On behalf of Deposit Services
Division at the bank, I would like
to thank you and your staff for their
dedication and professionalism in ensuring
that our services were completed on
schedule last week. We also appreciate
all the efforts made by your staff
to keep the bank abreast of the events
as they unfolded last week.
Your staff has demonstrated their commitment
to getting the job done under very
difficult circumstances, and this effort
has not gone unnoticed by the upper
management of the bank.”
(Despite heavy flooding that prevented
business-as-usual throughout most
of India, the Carretek Operations
Center continued to meet normal deadlines
for its client)
October 25,
2005
“Attached you will find the
final report submitted by our Internal
Audit and Operational Risk Management
teams. We would like to commend
you and your team on a job well done. This
report is one of the dividends for
all the time and effort expended in
developing the Carretek Operations
Center and our continuing efforts to
improve the processes.”
November
8, 2005
To the Carretek team:
Thanks to all for your help in preventing
today's systems' issues from delaying
production. In the face of a
possible crisis, your team rose to
the challenge and completed all of
our work on time.”
“The Exceptions Processing is
on 100 percent accuracy for the past
month, an outstanding achievement. In
addition, the Carretek team at our
offshore facility recently stopped
an exception item with a missing image,
and found that the item had ‘0000000000’ in
the serial number field. The
item turned out to be fraudulent and
was returned. Congratulations,
Carretek…Good Catch!”
Preparation for holiday volumes:
May 30, 2005
“Today we processed 47,000 items
at the EPU in preparation for tomorrow's
heavy Memorial Day volume. The
Carretek offshore team was on board
beginning at 11:15EST through Codeline
and Amount Keying completion at 1:15EST. The
remaining functions through expert
balancing were completed by the bank. Thanks
for a job well done!”
July 4, 2005
Today we processed 54,000 items in
preparation for tomorrow's heavy volume. The
Carretek team was on board beginning
at 11:30EST through Codeline and Amount
Keying completion at 1:30EST. Thanks
for a job well done!”
In Summary:
“Our shareholders are clear:
They expect our bank to be a market
leader in using technology and processes,
not only for low-cost provider purposes
but also for leadership in innovation
and customer service. Carretek
is a key player in helping us earn
that leadership position.”
For more information, contact Bob Olson at 972-371-1595, bolson@carretek.com or complete our Information Request Form.
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