1 Customer

  • Top 5 U.S. Payment Processor

2 Business Situation

  • Outsourced over 11 processes with more than 150 FTEs
  • More than 85% of each process performed by SLK agents
  • The client requested plans for BCP and DR to meet the RTO and criticality requirements of the business

3 Solutioning

  • Process criticality evaluated on several parameters e.g. hardware software requirements, output, skills for process, bandwidth need, communication methods, compliance, etc.
  • Recovery Time Objective determined for each process

4 Execution

  • Business Impact Analysis calculated for each process based on recovery time and process criticality among other inputs
  • Comprehensive BCP plans created and tests conducted

5 Value Delivered

No critical disruption in service since the start of the engagement
Relocation Test – recovered in 7 hours 8 minutes (required RTO – 24 hours)
85% of process volumes transitioned to SLK due to the client’s confidence

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