BPO Case Studies

Case studies analyze real-life BPO Market development engagements, drawing on examples from across industry sectors to assist you in learning from the experience of your peers.

Case studies assist you in learning from the sourcing experience of your peers. They identify:

  • The business challenge faced by the organization in question and why they perceived business process outsourcing to be an appropriate response
  • The scope and form of business process outsourcing chosen
  • The procurement process used and identification of procurement innovations and best practice
  • The transition path adopted
  • Quantification of changes in KPIs, including changes in cost and process performance achieved
  • Key lessons learned. that can be applied to future procurement exercises.

Browse BPO market case studies

  • Abbey Life - Life & Pensions BPO

    November 2002 | case study by Paul Connolly

    NelsonHall has published a BPO case study for Abbey Life illustrating the issues, and benefits that can be achieved, from outsourcing life and pensions administration services.

    This case study identifies:

    • The business challenges faced by Abbey Life
    • The sourcing options considered by Abbey Life
    • Abbey Life's use of cost modelling to identify likely costs and then negotiate a combination of cost reduction and service improvement
    • The changes in service levels actually achieved through adoption of BPO.

    This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

  • Abbey Life - Policy Administration Services

    August 2005 | case study by John Willmott

    NelsonHall has published an updated case study covering Abbey Life's outsourcing of its policy administration services to UISL.

    The updated case study provides an update on the change in metrics achieved in recent years together with details of Abbey Life's contract governance structure.

  • Abbey National - BPO Presentation

    December 2002 | case study by Paul Connolly

    A case study illustrating the use of business process outsourcing within Abbey National.

    This presentation is reproduced within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

  • Austrian Air: Revenue Accounting Services

    October 2005 | case study by Rachael Stormonth

    This case study examines the outsourcing of its passenger revenue accounting services to AFS - a Tata Consultancy Services subsidiary - by Austrian Air.

  • BAE Systems - HR Outsourcing

    February 2004 | case study by Paul Connolly

    A case study describing the process and benefits derived from BAE Systems' HR outsourcing contract with Xchanging.

Upcoming case studies

Business process outsourcing case studies

NelsonHall is currently interested in developing detailed and quantified business process outsourcing case studies. If you are are managing such a contract or have experience of business process outsourcing and would be able to participate in a case study or share your best practice experience, then please contact Tony.

John can assist you with queries related to BPO market trends and development and in particular in supporting queries relating to the content shown within this program.

Quick Actions

Download BPO Contracts Database

Track the pattern of business process outsourcing (BPO) service adoption in your industry by monitoring BPO contract awards by your peers. Identify who are the successful vendors in your industry now. Updated monthly - last update December 1, 2008.

In order to download the Contracts Database you need to be a client for this program. To gain access please login or contact NelsonHall with regards to this program.