About the client
Sii supports clients in the field of software development, IT infrastructure management, testing, service desk and BPO, training, engineering and consulting services.
The challenge
Centralization of the process of handling documentation in Sii, in order to:
- Shorten document handling time,
- Reduce costs.
What we did
We have created a specialized Shared Services Center unit in Lublin that took over documentation handling process from 9 administration teams and we introduced:
- Process standardization – changes in the verified processes and guidelines,
- Preparation of BI reports and responsibility matrix (RACI),
- Defining qualitative and quantitative KPIs.
Effects
- Higher quality of documentation handling service (98% vs 94%),
- Higher effectiveness of specialists,
- Shortening of document handling time,
- Cost reduction.