Advisory in establishing and running an SSC / BPO

What is a Shared Services Center (SSC)?

Centralising business services through establishing a Shared Services Center (SSC) is increasingly popular in companies that would like to gain a competitive advantage on the market. At present, back-office processes that are becoming centralised are not only repetitive processes, such as accounting, IT Help Desk support or customer service, but also HR, logistics, purchasing or even R&D. Centralisation of back-office processes and establishment of an SSC increases efficiency, enhances customer service quality and guarantees budget savings. Shared Services Centers started appearing in the USA during the 1980s, and the trend of centralising business processes spread worldwide, and is also quickly developing in Poland. SSC’s are being established by businesses of different sectors and regions, and technology advancement provides grounds for centralising more processes than in the past. Through possibilities provided by the internet and new technologies, the location of services provision is irrelevant, and access to a qualified workforce is of higher importance.

Centralisation of services within an SSC most often includes :

• Accounting,
• IT,
• Customer service,
• Logistics,
• Administration,
• Finance,
• HR,
• Marketing.

What do we offer within our advisory in establishing and running an SSC?

Our team has unique experience in designing and implementing Shared Services Centers. We support our Clients in creating comprehensive transformation programs from SSC strategy to implementation and development.

We can offer:

• Support in creating process centralisation strategies of back-office processes or assessments of existing strategies,
• Drafting SSC feasibility studies,
• Advisory in choosing the SSC location,
• HR advisory in process change,
• SSC set-up,
• Mapping processes subject to the migration process,
• Support in transferring processes to the SSC and the stabilisation phase,
• Drafting the RACI chart and assistance in defining the SLA service standard and KPIs,
• Identification of processes for outsourcing,
• Optimisation and enhancing efficiency of migrating processes,
• Project management.

Our partnership-based approach helps businesses in increasing efficiency, providing added value and cost-reduction, at the same time reducing business risks.