Service Factory
Pre-built Business Process Service Platforms by Swiss Post Solutions. Containing a combination of advanced technology and labor in a single bundled offering.
Welcome to the Service Factory
Historically, business process outsourcing (BPO) used offshore human operators to handle back-office tasks at lower costs. Modern businesses realize that this is not scalable. The costs of these solutions have increased as labor markets develop, while they are often inflexible and require significant capital investment.
At the same time, companies are increasingly preparing for a digital future. But the transition will take many years, as customers still prefer a choice of digital and physical communication channels. Operating effectively in a hybrid world takes a combination of advanced technology and process excellence.
Organizations will only be able to retain customers if they can provide a seamless experience across all channels.
People, process, and technology: The key to effective business process management
SPS’s Multi-client Service Factory uses a combination of robotic process automation (RPA) and artificial intelligence (AI) to reach new levels of process efficiencies. Meanwhile it leverages human operators to deal with outlying cases or exceptions. Each of SPS’s Service Factories specializes in a specific area. By sharing the infrastructure and attracting multiple clients and high transaction volumes we can generate economies of scale and lower costs. Our BPO Service Factories are a perfect example of people, process and technology in perfect synchronicity, to maximize accuracy, efficiency and scalability.
People
Each Service Factory concentrates on a core selection of business processes, such as form processing, mailroom operations and payroll. This allows us to create highly trained and specialized workforces of process and technology experts, located in onshore and offshore locations. These systematically qualified resources are available 24/7 and can be scaled up or down as needed.
Process
SPS has deep expertize in designing and deploying efficient business processes in a variety of industries. For each Service Factory we use standardized, pre-configured business process modules to ensure a reliable, high-quality output. But we also understand that enterprises each have their unique requirements and, we are able to customize and integrate these processes for individual companies.
SPS is continuously innovating and upgrading our processes in line with the latest technology and to make sure we always stay compliant with changing regulations.
SPS is continuously innovating and upgrading our processes in line with the latest technology and to make sure we always stay compliant with changing regulations.
Technology
SPS uses advanced technology in its service factories to automate up to 80% of tasks.
Our highly skilled operators complete the remainder, with the whole process managed in a single cloud platform. We built our IT platforms to serve multiple clients, but we use an individual data environment for processing that ensures data remains secure. We also integrate with our client’s own systems to create smooth, fast workflows. We can even process the data directly on their systems.
The SPS BPO product offering
SPS operates four service factories that offer a focused approach to serving your business tasks:
Data Processing Factory
SPS's Data Processing Services ranging from accounts payable through to claims management and applications. With 1,500 qualified operators, we process over one million documents a day across 36 languages.
Omni-Channel-Output Factory
Omni-channel Output Services prepare customer communications across a range of digital and physical formats so that you can reach people using the channels they prefer. Our output management is fully automated and offers full compliance with GDPR and local legislation.
HR Services & Payroll Factory
Our extensive product offering for automating HR processes includes activities such as payroll, the processing of travel expenses, and updates to HR records.
Banking Factory
SPS's specialized and comprehensive BPO product for banking handles tasks including payment processing and master data management. We achieve 80% straight through processing (STP) for paper-based payments.
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Benefits of Service Factories by SPS
- Lower costs – An efficient, focused cloud system operating at scale reduces costs.
- 24/7 processing – A mixture of tightly honed technology systems and seasoned staff means reliable, consistent outcomes and 24/7 processing.
- Scalability – We can scale our technology-driven processing to suit your needs while adding extra people to handle the cases that need human intervention. This also allows us to easily meet sudden peaks in demand.
- Full compliance – With all processes being fully auditable there is less chance of sensitive information being lost or misplaced, offering you full compliance.
- Faster processing – Our unique mixture of technology and expert human skills accelerates your business processes and reduces turnaround time.
- Higher quality – Our technology-driven task processing combined with expert human analysis, produces an unparalleled level of accuracy and consistency, boosting your output quality and improving your customer experience.
To find out how a SPS Service Factory can support your business,