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HOW HOVS eCONTENT MAX EMPOWERED AN PUBLISHING FIRM TO IMPROVE CUSTOMER SUPPORT AND REDUCE EXPENDITURE

The challenge
A leader in online legal publishing faced problems in maintaining the legacy platforms used to process the millions of pages of content received from different firms in the USA and also from websites in various formats. The format of the input files ranged from hard copy, TIFF, Adobe PDF, DOC to HTML, XLS and Proprietary Format.

The data had to be converted in to a proprietary format and uploaded to the Internet or applied as different media products or used to print books/magazines. The inconsistent nature of the data demanded dedicating internal staff to manage the conversion routines and the related workflow components. With vast input volume, large number of conversion tools and timely updating of existing programs, software maintenance as well as increasing costs was becoming an issue.

The HOVS eCONTENT MAX solution
On being chosen as the process-outsourcing partner, HOVS eCONTENT MAX worked in conjunction with the legal publishing firm to craft a “co-sourcing” model. This provided the flexibility to handle the timely conversion of existing programs in addition to working on new developments and enhancements.

HOVS eCONTENT MAX received issues in the form of trackers of varying priority. These tickets were worked on in Java/J2EE, Mainframe, PERL, ASP, Visual Basic and Shell Script among other languages. Progress updating was carried out in the online issue tracker to provide details of the ticket at any time. The offshore team also prepared various metrics and status reports periodically. Focused communication with legal publishing staff was put into place. Further, resources were placed at the customer site to provide quick fixes and to understand customer needs better. A dedicated management team including Customer Relationship personnel ensured that customer requirements were fulfilled and all the agreed parameters were met.

The benefits
Through the “co-sourcing”, the publishing firm was provided with adequate support for enhancements and maintenance of existing applications. The conversion solution enabled the company to improve their service levels and reduce cost expenditures by more than 50%. It also dramatically decreased turnaround times, allowing the publishing firm to meet timelines.