Business process outsourcing
plugging the gaps all the time. That’s definitely made us a more intelligent business.” Equally, from a resourcing point of view, going through a full lift and shift BPO journey has made Murray look again at the importance of forecasting transactional volumes and developing smarter processes in order to better plan resourcing strategy. “But I think it helps us think in a more intelligent
way,” he adds. “It certainly raises the profile of transactional finance. It was something that sat in the back office and no-one cared about it – it wasn’t glamorous. “Whereas, now, because we can actually point to opportunities for automation and streamlining, we can be quicker to market with solutions. So when a corporate customer lands, that can lead to a real injection of high volume and we are able to absorb that much quicker than we would in the past. So it definitely makes us more intelligent in that respect.”
Trusting the process Clearly, Cognizant’s performance both before, during and after the transformation process has left a major impression on Murray. “Two of the things that impressed us from day one was firstly, the pace the team runs at is incredible; and secondly, the discipline and diligence around project management is first class. Cognizant is so disciplined and we took all of that on board, which
Finance Director Europe /
www.ns-businesshub.com
was great, but we didn’t initially have that on our side. We were still trying to make this work in our spare time – and we would have benefited from project management on our side to help resource that transition.” But, ultimately, the CFO accepts that no project will succeed without trust between partners. And when Murray reflects on the various relationships he has with those third parties, it is clear that the bond with Cognizant has been empowering to both the CFO and his team. “You get to that space of trust and it means you can just move that much quicker and it gives you greater flexibility. “Now, I’m not saying I don’t have a sense of caution, but I think over the years with Cognizant, and the challenges we’ve had, trust has really been there and it makes life a lot easier. You can have much more enriched conversations if you’re open about flaws or issues that exist – that’s been great.” “It sounds a bit trite, but it is almost like it is part of my business,” Murray adds. “If you think about our personal relationships, our long-held relationships, our best friends, our partners, whatever, we’ll forgive lots of weaknesses. We don’t look at every one of those with a dark lens. And that’s how we’ve approached it with Cognizant as well. So I definitely don’t have as strong a relationship with any other third party as I do with Cognizant.” ■
Cognizant has helped Flight Centre to be diligent when it comes to project management.
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