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Teleperformance - Transforming Property & Casualty BPS with Touchless Processing

Vendor Analysis

by Sven Lohse

published on Jan 08, 2020

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Report Overview:

This NelsonHall vendor assessment analyzes Teleperformance's offerings and capabilities in transforming Property & Casualty BPS with touchless processing

Who is this Report for:

NelsonHall’s comprehensive assessment of Teleperformance’s property and casualty (P&C) business process service (BPS) offerings and capabilities is designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of capital market process outsourcing and identifying vendor suitability for Digital Banking Services RFPs
  • Vendor marketing, sales and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report comprehensively analyzes the company’s P&C BPS practice:

  • Strategy, emphases, and new developments
  • Strengths, weaknesses and outlook
  • Target market
  • Offerings and associated technology capabilities
  • Delivery organization, including locations and partnerships
  • Breakouts of P&C BPS specific revenue and delivery resources.

Key Findings & Highlights:

Teleperformance manages its P&C BPS through its Healthcare and Insurance business unit, its fastest-growing vertical.

In October 2018 Teleperformance acquired the Mumbai, India-based BPS company Intelenet for approximately $1bn. Intelenet had been owned by private equity company Blackstone. Intelenet had revenue of $449m for the fiscal year ending March 31, 2018.  Intelenet had served clients in financial services, including P&C insurance.

Intelenet's client footprint among P&C carriers in the U.K. complemented Teleperformance's largely U.S.-based client footprint. Prior to the Intelenet acquisition, Teleperformance had served P&C clients for approximately ten years.

The former Intelenet's assets have been renamed and combined with other core Teleperformance operations as Teleperformance Digital Integrated Business Services (DIBS). The new unit unifies Intelenet's digital transformation capabilities, especially those related to six sigma process improvement, with the capabilities of consulting unit Praxidia.

Teleperformance's strengths lie in customer service and digital transformation. Teleperformance goes to market with main business units, each of which serve P&C carriers:

  • Core (customer care, technical support, customer acquisition)
  • Digital Integrated Business Services (DIBS) (digital transformation)
  • Specialized Services.

The company is particularly focused on growing revenue with U.S.-based P&C carriers through digitally transformative work in customer service and claims.

Teleperformance currently supports P&C carriers in the U.S. and in Europe, both large carriers with global footprints and regional carriers. The acquisition of Intelenet complemented Teleperformance's P&C BPS practice because Intelenet had a client footprint among P&C carriers in the UK that balanced Teleperformance's largely U.S.-based client footprint.

Teleperformance's digital transformation proposition to P&C carriers depends heavily on the company's ability to field the capabilities of its recent Intelenet acquisition. This India-based BPS company now operates as a Teleperformance business unit: Digital Integrated Business Services (DIBS).

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Outlook

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