About the Company

At Infosys BPM, we provide end-to-end trans-formative business process management (BPM) services for our clients across the globe. Our integrated IT and business process management solutions approach enables our clients across industries and service lines to unlock business value and address their business challenges.

We enable our clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience, utilizing innovative business excellence frameworks, ongoing productivity improvements, process re-engineering, automation, and cutting-edge technology platforms.

Sensis is Australia’s leading platforms and marketing services company. The Sensis purpose is to engage Australian consumers with businesses and today delivers on that promise through its leading digital consumer businesses (Yellow Pages, White Pages, TrueLocal, Whereis) search engine marketing and optimization services, website products, social, data and mapping solutions and through its digital advertising agency, Found. Sensis is also Australia’s largest print directory publisher including the Yellow Pages and White Pages.

Project - Desktop & Mobile

Situation

The pilot digital project of Infosys in collaboration with the client Sensis was faced with the issue of setting up SME's campaign and optimization standards according to Australian business ethics.

Task

Conceptualize & prepare a SOP for Campaign set ups aligned with Australian Standards.
Set up a plan to train the recurring new batch of teams on campaign set ups and optimizations according to clients expectations.
Follow a certain QA standards in accordance with the Internal Policies.

Action

Planning the daily campaign leads given by the Team leads to distribute among the new batches of people matching their strengths and qualities demonstrated during the training sessions.
Internally dividing the Campaign set up QA in to 2 parts to efficiently manage the workload and give quality inputs and individual feedback's.
Continuous interaction with the clients and external stakeholders on a weekly to identify their requirements, analyze gaps and expectation from the team.
Coordination with the Internal Quality team from Infosys to set up a process to identify DPO & DPMO.
Used pareto analysis method and pivot charts to identify the pain areas, skill gap and training needed for the training batches and develop a recurring process around it while maintaining & collating the campaign set up data for future reference.

Result

Successfully promoted to QA for campaign set up team within 3 months of joining by constantly achieving high score from stakeholders.
Conceptualized and streamlined the entire campaign QA set up process from scratch.
Successfully handled team batches of 10-15 members internally and have improved the campaign setup scores from 2.5 to 4.5 within a span of 6 months.