The Customer: TCS’ customer is one of the largest accounting and consulting firms in the world and provides a range of professional, industry-focused assurance, tax and advisory services to enhance value for its clients. The firm counts a majority of the world’s largest companies among its clients.
The firm’s research and analysis services division supports its marketing and sales efforts across functions. It provides diverse research support, information skills and analytic capabilities in order to deliver a variety of research reports and information for internal and external clients. It found that the specialized analyst skill sets necessary for its functioning were scarce and expensive, leading to high costs of research and analysis for the firm.
With resources stretched thin, the firm decided to augment its research and analysis capabilities through an outside partner. After a thorough evaluation of several service providers, the firm chose TCS for this engagement. Our delivery capabilities that include onsite and offshore skilled resources, as well as our in-depth research skills and expertise worked in our favor.
We set up a team of sector specialists, aligned to the firm’s lead analysts, across 13 different industries. To further improve efficiency and delivery quality, we created a new operating model by grouping the various sectors under five broad clusters:
- Telecom, media and technology (TMT)
- IP and energy
- Financial services and insurance
- Healthcare and pharmaceuticals
- Retail and leadership
We tracked key metrics such as volume of work, turnaround time, quality and resource utilization, thereby allowing the firm to deliver measurable benefits. In addition, we introduced a pay-per-use model to manage the overflow work for 20% additional resources that the firm can tap into whenever necessary.
With TCS’ help, the firm has a well-defined delivery model for research and analysis services that has delivered consistent results on quality and turnaround over the last two years. We provide seamless delivery of research and analysis services at 20-30% lower blended cost, by utilizing our Global Network Delivery Model™ (GNDM™). In addition, we have achieved a transformational turnaround time that is 20-40% lower than the standard turnaround time, thus improving the overall productivity and efficiency of the team. Overall, our delivery metrics on turnaround time and quality compare favorably with the firm’s US-based analyst teams, resulting in customer satisfaction scores of over 85%.
As the extended arm of the company’s research team, our team has been involved in highly insightful, sector-specific deliverables such as thought leadership / POV papers as well as advisory projects. As our offshore team works on account planning deliverables on company and sector trends, the firm’s lead analysts are now freer to focus on higher value projects, new business development efforts, client meetings and account planning workshops.
“We are seeing much from the team in terms of advice and consulting especially at the leadership level. I would like to see that continue and expand.”
- Director, Research and Analysis