Our customer is a leading UK based financial services group that provides consumer credit to non-standard customers. Our customer is a listed FTSE 250 company, also providing working capital finance for small and medium sized businesses.

With an objective to improve operations and customer relations, our customer embarked on a strategic journey for the development of a next generation IT and CRM system. As part of this initiative, our customer identified the following applications for migration:

• Customer relationship management (CRM) application
  
• Backend application for MI reporting and batch processing
  
• Core loan management application
  
• Loan applications processing application i.e. risk assessment, quotations, contracts and loan payments
  

The Phase I of this project was successfully completed in June 2006 while Phase II was completed in March 2008. Under Phase I, the enhanced systems consolidate the underwriting and sales activities for all the group's direct repayment consumer credit products and provide more efficient processing of loan applications and lending decisions.

In Phase II, the core loan management application was replaced by Fiserv's ICBS application, Siebel FINS and ICBS were integrated using IBM Websphere (middleware integration tool). Our customer is currently in the planning stage for Siebel and database upgrade as part of Phase III. After the completion of Phase III, the system will provide the necessary functionality to enable the consumer credit division to segment more accurately its customer database and to refine its marketing activities.

ITC Infotech has been an integral part of this journey with the client since Phase I of the project. Initially, the ITC Infotech teams worked closely with the customer and other incumbent vendor IT teams for onsite development, implementation and integration of IT systems in Siebel FINS, Middleware (WAS/MQ series and Message Broker) and DB2. Within Siebel, ITC Infotech has provided services for product configuration, marketing, integration, analytics and order management areas. With the excellent feedback on technical competencies of the resources, the client also started involving ITC Infotech in high-end areas like Siebel Analytics Administration and Middleware architecture for Siebel Handheld. Since mid 2008, services have been transitioned to the offshore development center at the ITC Infotech Bangalore. ITC Infotech is currently providing Siebel support services in onsite-offshore service delivery model with major part of team based in India in a state of the art infrastructure and physically isolated delivery centre dedicated for the client.

• Significant cost reduction over the incumbent vendor onsite teams that were previously engaged by the customer. Further cost benefits achieved by transitioning the services to offshore in service delivery model
  
• Proactive investments by ITC Infotech in knowledge transfer from incumbent vendor teams and understanding of the client business domain and core technologies
  
• Phased offshore transition after a detailed Right sourcing study and
  
• mutual SLA definition that resulted in risk reduction, seamless service
  
• continuity and measurable service delivery
  
• Investments in secured offshore infrastructure, high bandwidth project management office team with very strong client systems knowledge and resource readiness