Business Process Operations | BORN Group https://www.borngroup.com Combining creative, content, and commerce to drive change. Imagine, build, and run human-centered brand experiences. Wed, 28 Jun 2023 06:23:06 +0000 en-US hourly 1 https://static.borngroup.com/uploads/2020/10/cropped-favicon-32x32.png Business Process Operations | BORN Group https://www.borngroup.com 32 32 Hanes https://www.borngroup.com/work/hanes/ Tue, 26 Oct 2021 20:59:49 +0000 https://www.borngroup.com/?page_id=22992

Client

Hanes

Client

Hanes

Project

Brand Consolidation

Industry

B2C

Fashion

Retail & Consumer Products

Services

Business Process Operations

Hosting, Maintenance & Cloud

Research

Strategy and Consulting

BACKGROUND

HanesBrands Inc. is a socially responsible manufacturer and marketer of leading everyday basic apparel with some of the world’s strongest apparel brands in the Americas, Europe, Asia, Australia and South Africa.

BRIEF

BORN was tasked with streamlining HanesBrands Global Business by consolidating the software platforms and third-party vendors used across their brands.

GOALS

The goal of this project was to consolidate all brands, Champion, JMS, Maidenform, WonderBra, One Hanes Place, Game 7 Athletics and Balibras, housed under HanesBrands by condensing the number of different software platforms being used to operate each brand’s website while lowering the overall cost of ownership for the client.

CHALLENGE

With several websites operating on monolithic platforms such as IBM Websphere, it was essential to consolidate platforms before their software license renewal in June 2020. As a result of having too many vendors operating different sites, it made running each solution not only disjointed but expensive.

OUR APPROACH

BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.

OUT-OF-THE-BOX DESIGN

The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.

LEVERAGING PACKAGIST

BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.

​​PRIORITIZING SITES

BORN gave HanesBrands a global roadmap that would guide them as they migrated from their various platform providers.

The post Hanes first appeared on BORN Group.]]> Bell https://www.borngroup.com/work/bell/ Wed, 23 Sep 2020 13:37:36 +0000 https://www.borngroup.com/?page_id=14190

Client

Bell

Client

Bell

Project

Back-Office Transformation

Industry

B2B

Telecommunications

Services

Business Process Operations

Information Tech

OUR APPROACH

BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.

OUT-OF-THE-BOX DESIGN

The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.

LEVERAGING PACKAGIST

BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.

Challenge

There were numerous areas that required attention and improvement, including customer care voice chat support, back-office ticketing, bill data audits, post-sales support, and enterprise technical support. Leveraging our digital, contact center, and consulting expertise, we implemented a compatible tech stack with a powerful RPA, AI, and workflow combination.

Solutions

Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.

Results

Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.

Recognition

Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
The post Bell first appeared on BORN Group.]]> Three https://www.borngroup.com/work/three/ Wed, 23 Sep 2020 13:53:04 +0000 https://www.borngroup.com/?page_id=14198

Client

Bell

Client

Bell

Project

Back-Office Transformation

Industry

Telecommunications

Services

Business Process Operations

Experience Management

OUR APPROACH

BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.

OUT-OF-THE-BOX DESIGN

The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.

LEVERAGING PACKAGIST

BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.

Challenge

There were numerous areas that required attention and improvement, including customer care voice chat support, back-office ticketing, bill data audits, post-sales support, and enterprise technical support. Leveraging our digital, contact center, and consulting expertise, we implemented a compatible tech stack with a powerful RPA, AI, and workflow combination.

Strategy and Insight

Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.

Solutions

Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.

Results

Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.

Recognition

Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
The post Three first appeared on BORN Group.]]> Telstra https://www.borngroup.com/work/telstra/ Wed, 23 Sep 2020 13:40:09 +0000 https://www.borngroup.com/?page_id=14195

Client

Bell

Client

Bell

Project

Back-Office Transformation

Industry

Telecommunications

Services

Business Process Operations

Information Tech

Integration Experience

Performance Engineering

Technology & Engineering

OUR APPROACH

BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.

OUT-OF-THE-BOX DESIGN

The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.

LEVERAGING PACKAGIST

BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.

Strategy and Insight

Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.

Solutions

Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.

Results

Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.

Recognition

Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
The post Telstra first appeared on BORN Group.]]> Verizon https://www.borngroup.com/work/verizon/ Tue, 22 Sep 2020 21:14:29 +0000 https://www.borngroup.com/?page_id=13988

Client

Bell

Client

Bell

Project

Back-Office Transformation

Industry

B2B

Telecommunications

Services

Business Process Operations

Experience Management

Integration Experience

Technology & Engineering

Testing Services

OUR APPROACH

BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.

OUT-OF-THE-BOX DESIGN

The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.

LEVERAGING PACKAGIST

BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.

Strategy and Insight

Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.

Solutions

Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.

Results

Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.

Recognition

Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
The post Verizon first appeared on BORN Group.]]>