Case study

A leading financial services institution 

Migrating business processes to Asia

Facing mounting pressure from Wall Street, competitors, and clients to improve service delivery quality while reducing costs, the financial services institution made a strategic decision to migrate a large portion of its North American call center and back office work to Asia. Although the firm’s operations unit had initiated the process of migrating technology offshore with a small pilot project, PA Consulting Group was engaged to ensure that the project was structured to offshore business processes, in addition to technology, at the appropriate scale to deliver the required business outcomes. As a result of PA’s work on developing a program management structure for ensuring the success of the offshoring initiative, the client met short-term cost reduction targets, as well as improved operational services and increased business flexibility for the long-term.