A well-planned and effectively managed transition is the cornerstone of any outsourcing relationship. It helps to set vision for an engagement, delivers business value and transforms operating environments. A well-executed transition helps clients to focus on business priorities and implement optimum operating models that unlock additional value beyond cost reduction and process standardization.

At WNS, our transition approach is structured to deliver great business outcomes by:

  • Ensuring minimum risk and rapid migration of services to build optimum delivery models
  • Enabling efficient ramp up with minimal disruption to existing business, metrics, customers and suppliers
  • Effecting seamless change management of transformative tools and technologies
  • Efficiently managing incumbent governance for issue-free change management

Transitions at WNS are planned and delivered using clear and well defined project plans which are aligned to our clients’ business objectives and optimized for high speed and low risk. All activities and related aspects of the transition are managed by dedicated transition managers who lead multi-functional teams drawn from business operations, training, quality assurance, technology, recruitment, HR, facilities and compliance.

At its core, all aspects of the transition journey are governed by EnABLE, our proprietary transition methodology and toolkit, which has been tested and evolved over 20 years. EnABLE embeds diligent multi-level governance, superior visibility and transparency, uncompromising flexibility, and meticulous compliance across the entire transition lifecycle. We have transitioned more than 4,000 FTEs per year with a 99 percent on-time performance and 80 percent of SLAs met within four weeks of beginning ‘live’ work.

The WNS Differentiators

High Customer-centricity

Our best practice of ‘early transition voice of customer’ identifies and addresses all opportunities to outperform on the client’s objectives and success criteria. Our average customer satisfaction score of 8.6 / 10 and NPS score of 68 demonstrates our unflinching commitment to our customers.

Impeccable Governance

Our multi-level governance approach ensures that transition reviews are conducted at all levels right up to the COO. Risks are assessed and proactive support is provided to transition teams to achieve clients’ objectives.

Strong Leadership and Experience

We have a robust and mature transition methodology with a 20+ year track record of proven success in managing and delivering transitions from clients and major incumbent players.

Global Presence

Our team of skilled transition managers operate from all our major global delivery locations. Our agile and instantly deployable team is always available for clients’ specific needs.

Client Speak

WNS Transitions Scorecard

EnABLE

‘EnABLE’ is our mature, result-oriented and proprietary transition methodology. It is built on Six Sigma and Prince 2 program management principles, and has evolved from our rich experience of 20+ years. Our success stories of more than 1,200 transitions for more than 250 clients across the globe span nine verticals and five horizontal service lines.

EnABLE is a time tested, well-defined, robust and rigorous framework, flexible to accommodate unique client situations and requirements. Potential risks and issues are proactively identified; effective mitigation plans are executed in the transition phase to ensure continuity of service.

What Makes EnABLE Unique?

  • Upfront ‘discovery’ of processes and operating environment allows early optimization of the business solution with to-be processes, tool design, change management and risk planning
  • Rigorous adherence to tollgates embeds robust tracking, reporting and change control processes minimizes disruption to services as teams focus on the right goals
  • Comprehensive visibility of operations includes mandatory agreement of SLAs and reporting processes to ensure transparency of operations from Day 1

Success Story

Co-creating Operational Excellence through Compelling Transition Strategies

Client: Leading South African Telecommunications Service Provider

A leading telecommunications provider in South Africa wanted to streamline, consolidate and transform its business processes spread across more than 40 office locations managed by 260+ resources into four strategic hubs. With an emphasis on cost optimization, accuracy enhancement, and best-in-class operations to be delivered in a rapid and efficient manner, the client decided to partner with WNS. The already existing synergies between the client and WNS were leveraged to provide an accelerated and risk-free transition approach for its key business functions including, procurement, human resources, finance & accounting and fixed asset management.

WNS, in collaboration with the client, co-created a risk-free transition solution based on the following parameters:

  • Hub model implementation to centralize core business processes into four strategic hubs
  • Setup of South Africa’s first onshore finance and accounting shared service center
  • Organizational change management to retain critical business resources and knowledge
  • Reporting & Analytics tool implementation for performance visibility and tracking, along with strategic insights

WNS began a seven-month-long, three-phased, risk-free transition for the telecom service provider. Each phase of the transition ensured continuity of business processes and guaranteed incremental improvements at every step. Managing the complexity involved in the transition required a structured ‘EnABLE’ methodology for watertight governance.

This transition project deployed a global resource pool to manage varied complexity at each phase. Operations were consolidated across key service locations with a robust central reporting mechanism to eliminate redundancies. Automated workflows increased the company’s business agility and armed it with category and supply-related insights to make accurate, data-led business decisions. An enterprise-wide organizational change management program was executed as an integral part of the transition strategy.

As part of its digital offering suite, WNS delivered a reporting and analytics tool which collated information from disparate data sources and performed in-depth operational analyses for enhance decision support. This ensured superior business outcomes in key areas of procurement, human resources, finance and accounting.

What we achieved

  • Built South Africa’s first ever finance & accounting shared service center in record 12 weeks to bring in best practices of finance & accounting processes and systems
  • Avoided business disruption by achieving service level agreements and excelling on all key performance indicators from day one of operations
  • Implemented analytics as a value-added service offering to provide actionable business insights and visibility to processes;
  • The well laid-out organizational change management strategy along with the meticulous transition execution helped retain 30 critical in-house resources, ensuring knowledge retention and process control
  • The consolidation and standardization of operational processes into four hubs resulted in 19 percent cost savings in the first year, and a further 12 percent spread across the rest of the five-year contract term attributed to higher productivity gains through transformation initiatives.

Overall, the project is on track to achieve efficiency gains of 30 percent through the contract period.


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