Capita Group: Customer Reference Video

Capita Group PLC is a business process outsourcing and professional support services business based in the UK and has 25,000 employees. Watch how Capita is using mySAP CRM to grow its business, improve efficiency, and increase renewals and new business.

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    • Capita PLC is a FTSE 100 company. It has about 25 - 26,000 employees in the U.K. Its broad-based managed services, management support company. Roughly, an even split between public and private sector. Turnover is about 1.4 to 1.5 billion pounds. The business issues that drove us to look at our entire platform were three parts. One was our business was growing itself, and we needed to look at operation performance management within the business, so it was sensible for us to look at what platforms we were using, and we had many at the time. The second driver was that the market was changing very quickly, across our business as a whole, but also particularly in the insurance industry. A lot of merger and acquisitions, our clients were having digestive problems affectively, lots of different systems. The third element was cost. It's a very competitive market. Taking costs down in the servicing of the books business and insurance was, particularly with regards to live business, was absolutely crucial to our clients. Initially we were obviously thinking about claims, but ultimately further down the line we were thinking ahead of the game and saying we needed a very powerful CRM. We watched with interest NetWeaver. We watched with a lot of interest the areas of CRM implementation elsewhere in SAP's client base. The hinge factor was the kernel was functionally fine to bridge the gap between core functionality to the full functionality we were looking for left a gap that we felt confident working with SAP we would jointly bridge by working together. That was successful. Six months implementation for something of the size that we did, plus migrating across a very substantial book of liability that needs to be managed very carefully, is, frankly, one of our proudest achievements in the business. The strategic capabilities, above and beyond the actual hard business case, which has produced about $13.9 million pounds in savings, is like new system, old system. The business benefits for us, the tangible ones you can measure, are 20% to 30% speed efficiency in terms of productivity gain effectively, in terms of claims handling. We have an ability to do about 20% more volume by using claims system because we've taken a lot of manual steps out of the process and put it into the system so it tees it up quicker. A big part of our business is about renewal. Our clients will on a regular basis want us to renew contracts and that is a competitive exercise. We've had a very good batting average in terms of renewal of our business and part of it was being able to point to the investment we made independently into our platform, which was to be able to indicate the client we have retired several claims systems and unified it to one and because of that the MI is this way and it's better, and it's more enriched because we can actually pare our costs down even further and therefore renew the business. The last business benefit clearly is about acquiring new business and winning it successfully.
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  • video Capita Group: Customer Reference Video

Company Profile

  • NameCapita Group Plc.
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