Shared services & BPO

Use our platform to supercharge your BPO and complex shared services activities to deliver better, smarter work within HR, finance, procurement, and many other operations – right across your enterprise.


You’ll then deliver a vast range of transformed services including KYC / AML, claims, orders, applications and others that provide greatly enhanced stakeholder experiences, across any channel – faster and easier than ever, for much less.

Key Gains
  • End-to-end process transformations with potential for up to 90% reduction in operational costs

  • Increased process compliance, efficiency, accuracy, speed and quality

  • Seamless augmentation of any AI and automation tool to enrich your team’s performance and deliver previously impossible, transformative outcomes

  • New high value, lower cost channels – including web employee and customer self-service portals

  • Improved customer and employee experiences leading to higher Net Promoter scores, greater retention and more

  • Better, smarter working seamlessly compatible with existing ways of working

  • Real process transformation without coding, delivered at lower cost in weeks – not years

Here’s how we help IBM deliver transformed multi-client shared services for customers:


Transformed a key cash reconciliation process for major US healthcare provider by deploying automated exception handling capabilities that are delivering a faster, higher quality service: achieved at a much lower cost


Improved the employee experience at Fidelity by creating self-service portals, providing role-based, HR and payroll related services: all delivered swiftly, securely and accurately – with less resources and at a lower cost.

  • 50% time reduction to manage complex claims activities, transformed into faster, more efficient, higher quality services

  • $24 million in value supported by TrustPortal’s capabilities


Top Capabilities

Work transformed by straight though processing, with automated exception handling

Streamlined, ‘right first time’, process interactions for employees and customers

Employee interactions augmented with AI and cognitive tools, operating in tandem with robots, to deliver next best action, problem diagnosis and more

10% of cost of BPO automation including re-use of automations across all channels

Excel in multi-client operating environments

Web self-service with simple robot guided interactions

Can support widest range of large-scale process transformation  

Fully compatible with home-working and mobile working: as only a browser needed


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