“Quorum together with the rest of the project team has been instrumental for the implementation of Shared Service Center across Europe. Quorum was the glue that held us together and united the efforts across our internal departments, our subsidiaries and our new outsourcing partner”

Lars Steffensen, Head of Customer Service - Customer Care

Successful BPO of Customer Order Handling

Background

GNH wanted to outsource the reception and entry of orders across Europe, to achieve better efficiency, standardise the process and free up local teams from low-value-add work. They also wanted to make a POC for centralising processes and to create at setup to better meet fluctuations in resource demand.

Approach

A sourcing process was initiated, and Quorum joined the project in the final selection phase, helping to make the choice, draft and negotiate the contract. During the project, Quorum was responsible for the process analysis, alignment across countries and transfer to the centralised Shared Service Centre (SSC). The GNH team was based out of the HQ in Ballerup, working with the new outsourcing partner in Budapest and the local GNH customer care people in 12 European countries. Due to Covid-19 travel restrictions, most of the project activities and meetings were conducted via online tools. Quorum helped facilitate a good cooperation mode to achieve an effective team and good spirit among the project team.

Result

During the 6 month roll-out period, taking each country & language group at a time, all 12 countries successfully migrated their order reception process to the new SSC outsourcing partner hub in Budapest.

The quality of order reception met or exceeded the original process. The implementation has served as a proof of concept for future initiatives.

The subsidiaries themselves have already initiated and suggested more non-core processes to be outsourced.

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