Company: WNS (Holdings) Limited, Mumbai, India
Nomination Submitted by: WNS North America Inc.
Company Description: WNS (Holdings) Limited is a global Business Process Management (BPM) leader. We offer business value to 200+ clients around the world in key industry verticals,including banking and financial services,healthcare,insurance,manufacturing,media and entertainment,consulting and professional services,retail and consumer packaged goods,telecom,shipping and logistics,travel and leisure,and utilities.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - All Other Industries
 Nomination Title: WNS Malkom SKENSE I Customer Service Success - All Other Industries
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
WNS, an NYSE-listed leading Business Process Management (BPM) company, has a global presence spanning 16 countries with 57,000+ employees and 60 offices. WNS combines deep industry knowledge with technology, analytics, and process expertise to co-create innovative, digitally led transformational solutions with 400+ clients across various industries. WNS delivers an entire spectrum of BPM solutions including industry-specific offerings, customer experience services, finance and accounting, human resources, procurement, and research and analytics to re-imagine the digital future of businesses.
WNS manages end-to-end business processes for leading shipping & logistics companies globally spanning air, ocean, trucking, rail, 3PLs, and NVOCC supported by 5,200+ domain experts based out of delivery centers in China, India, the Philippines, Romania, Sri Lanka, and the US. Powered by smart analytics, AI and intelligent automation, WNS drives cost optimization, real-time shipment visibility, accurate billing and invoicing, and on-time delivery while re-imagining global freight movement. WNS offers scalable solutions in handling manifests, freight bills, and invoices for manual billing, bills of lading, and shipment bookings, and analyzes video clips / driver logs for clients.
WNS has expertise in delivering large-scale and complex transformational programs that involve the implementation of shared service centers and a multi-location, multi-system global process consolidation.
- Outline the organizations customer service achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 241 words used.
WNS Shipping & Logistics team has been processing customs declarations for Metro Shipping, UK's leading logistics provider, since January 2021. The onset of Brexit and the UK’s departure from the EU necessitated all shipments moving to and from the EU to be treated as international shipments, resulting in additional processing by shipping companies. Previously, the client manually captured documents into UK’s HM Revenue & Customs (HMRC) process. An anticipated surge in volumes required thought and process re-engineering.
WNS recommended Malkom powered by SKENSE to reduce the manual intervention to data capture. WNS Malkom- SKENSE is a cognitive data extraction and contextualization platform underpinned by AI / ML. It ingests structured / unstructured business data and applies proprietary algorithms to generate contextualized information, followed by summarization to create structured and harmonized data sets.
Key Achievements.:
- 20% reduction in Mero Shipping’s custom-only staff since initial Brexit period while handling 25% more volumes in the same period
- Metro Shipping is now achieving an SLA of 98% based on turnaround times (customer submission/request through to document delivery) < 2 hours
- Improved processing turnaround time percentage from ~82% in January 2021 to over 96% in July 2022, a consistent improvement to the scope managed by WNS, despite the increase of customers and processes
- Successful reduction of average monthly turnaround time by over 40%
- Improved process quality through consistent delivery and accuracy of over 99% since September 2021
- ML/AI has contributed to record turnaround speeds of sub 8 mins
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 181 words used.
Client Testimonial
“Metro Shipping has always been a technology-first organization and we see WNS as an important partner in ensuring we offer modern and sustainable solutions to our customers. Brexit was a very uncertain time for everyone. However, pre-empting the transition of UK customs from CHIEF to CDS, Metro built an API based on the EU-CDM, namely CuDoS. This was presented to the WNS technical team with the challenge of digitizing the pdfs we receive from our customers and their supply chain partners. The WNS team quickly understood the challenge and had the perfect solution in Malkom. Working closely with both technical and operational colleagues, WNS responded excellently to change and complexity and was able to meet all deadlines ready for go live which was January 01, 2021. The go-live period was managed effectively with daily calls, eventually extending to weekly to what is now a monthly review. We are now investigating other areas of our business where Malkom and WNS can assist us and would have no hesitation in recommending them.” – Simon George, Technical Solutions Director, Metro Shipping
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 209 words used.
Malkom- SKENSE platform allowed Metro Shipping to continue delivering seamless quality service to its customers for customs clearance, positively impacting shipment processing and delivery with minimal impact due to Brexit.
The above achievements are significant as this has improved Metro’s ability to deliver better and more at a reduced cost (25% more volumes at 20% lesser cost) all while maintaining and improving past performance.
WNS has assisted Metro Shipping through customizations, new features, and improved reporting to increase system efficiencies and bring better visibility.
Another key feature, the automated file receipt, introduced for integration into Malkom- SKENSE, ensured fully automated input files processing using APIs. As a result, SKENSE extracted data from the files internally and sent it to the user for an eyeball check or exception management. Once validated, data automatically reached the client system CuDoS to send out automated output files, as per HMRC requirements.
Additionally, new processes – No Invoice & Invoice only digitization – have been added to the scope for data analysis and processing post extraction. Effective real-time reporting through the Power Bi dashboard has been well received by the client.
Such process changes have enhanced Customer experience (CX) for all clients, especially the priority clients, that constitute nearly 40% of the customer base.
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