Our Methodology

Explore the Integrated Global Enterprise Delivery Model (IGEDM) in detail – a comprehensive, flexible, and platform-based methodology designed for seamless business transformation, process benchmarking, and delivering optimal operating models tailored to your organization's unique needs. At Shree Bihari Lal Services (SBLS), we leverage IGEDM to drive efficiency, innovation, and sustainable growth in collection and BPO services.

Introduction to IGEDM

Shree Bihari Lal Services (SBLS)' Integrated Global Enterprise Delivery Model (IGEDM) represents a paradigm shift in BPO and collection outsourcing. It is not just a delivery framework but a strategic enabler that integrates people, processes, technology, and global resources to achieve transformational outcomes. Built on years of experience in managing multifarious business processes, IGEDM ensures agility, cost optimization, and alignment with business goals. This model has evolved from traditional BPO services to holistic next-generation solutions, incorporating robotic process automation (RPA), artificial intelligence (AI), analytics, and cloud-based platforms.

In an era where businesses demand more agile processes, better cost controls, and technology-driven transformations, IGEDM stands out by providing 'ready-to-use' best practices, end-to-end visibility, and flexible constructs. It reduces turnaround time (TAT) by up to 75% and operational costs by 40%, enabling 24/7 operations across global centers. Our methodology emphasizes collaboration, innovation, and an "Employees-First" culture, ensuring that every delivery is secure, compliant, and outcome-oriented.

The IGEDM is comprised of seven interconnected key elements, each designed to address specific aspects of delivery excellence. Below, we delve deeper into each element, explaining its role, benefits, and how it contributes to overall business success in industries like Banking and Financial Services.

Seven Key Elements of IGEDM

1. Grade Mix (Right Team Structure to Perform and Supervise Activities)

The Grade Mix element focuses on assembling the optimal team composition, balancing junior, mid-level, and senior resources to ensure efficient execution and oversight. This includes collectors, analysts, supervisors, and quality assurance experts specialized in collection activities.

  • Ensures scalability by matching team grades to process complexity (e.g., Bucket 1-6 collections, NPA handling).
  • Promotes knowledge transfer and supervision to minimize errors and enhance first-time-right outcomes.
  • In our operations for clients like IDFC Bank this has led to improved collection rates by 30% through structured oversight.
  • Integrates with our "Employees-First" culture, providing training and career progression paths.

By right-sizing the team, we achieve cost efficiency while maintaining high performance and compliance with regulations like governance and risk standards.

2. Location Mix (Right Configuration of the Global Delivery Network)

Location Mix leverages our global network, including centers in India and potential offshore/onshore integrations, to provide round-the-clock services across time zones.

  • Enables 24/7 collections operations, reducing delays in follow-ups for clients like Zest Money and Stashfin.
  • Optimizes costs by blending high-skill low-cost locations with client-proximate sites for compliance and communication.
  • Supports multi-language operations and local regulatory adherence in BFSI sector.
  • Through seamless integration, it cuts TAT by 75% and operational costs by 40%, as seen in our NPA and WO bucket handling.

This element ensures resilience against disruptions, with backup sites and VPN-secured connectivity for data privacy.

3. Competency Model (Right Mix of Skills and Capabilities)

This model curates a blend of domain expertise, technical prowess, and soft skills tailored to collection and BPO processes.

  • Includes certified professionals in RPA, AI, and analytics for predictive modeling in collections.
  • Focuses on continuous learning, with trainings in BFSI regulations, negotiation skills, and tools like CRM systems.
  • Enhances innovation in handling complex buckets (Bkt 1-6, WO) for clients like Bucket X and MobiKwik.
  • Aligns with industry verticals, providing actuarial and underwriting support where needed.

Our investment in skills ensures end-user satisfaction, risk minimization, and ROI maximization through skilled interventions.

4. Global Process Model (Best-in-Class Processes for Transition and Performance)

Standardized processes drawn from industry benchmarks enable smooth transitions and consistent delivery.

  • Incorporates Six Sigma and Lean methodologies for collection optimization and error reduction.
  • Facilitates quick go-live with pre-templated workflows, reducing transition time by 50%.
  • Ensures compliance with GDPR, RBI guidelines, and data security protocols.
  • Drives continuous improvement via KPIs like collection recovery rates and DSO reduction.

This results in high-performance operations, bringing maturity to processes from day one and aligning with client visions.

5. Technology (Complete Toolkit of Pre-Templated Applications)

Technology is the backbone, integrating AI, RPA, cloud, and analytics for efficiency.

  • Uses predictive analytics for 'next best action' in collections, improving recovery by 25%.
  • Partnerships with SaaS providers and automation tools like UIPath for robotic processes.
  • Provides end-to-end visibility via dashboards and integrated platforms.
  • Supports mobility and digital assets for remote collections and client integrations.

Investments here link processes directly to outcomes, simplifying IT landscapes and enabling scalability.

6. Pricing (Comprehensive Options Aligned to Business Outcomes)

Flexible pricing ensures alignment with client budgets and goals.

  • Options: Transaction-based (per call/collection), outcome-based (recovery percentage), fixed + variable.
  • Helps in DSO improvements and cost savings, as achieved for global custodians.
  • Custom combinations to minimize risks and optimize ROI.
  • Transparent billing with performance-linked incentives.

This flexibility allows clients to scale services without upfront investments, focusing on value delivery.

7. Governance (Transparent Structure for Strategy, Reporting, and Operations)

Governance frameworks ensure accountability and alignment.

  • Real-time reporting via organization-wide dashboards and KPIs.
  • Risk management, compliance audits, and escalation matrices.
  • Client involvement in steering committees for strategy alignment.
  • Fosters trust through transparency and measurable outcomes.

This drives performance, mitigates risks, and supports long-term partnerships.

Key Impacts and Real-World Applications of IGEDM

IGEDM's holistic approach has delivered tangible results across our client portfolio, including IDFC First Bank, Kotak Mahindra Bank, and Aditya Birla Capital.

  • Reduces Turn Around Time (TAT) by 75% and operational costs by 40% through integrated global services.
  • Enables agile transformation with pre-built assets, standardization, and technology integration from Day 1.
  • Improves cash flow management, inventory costs, and compliance via predictive analytics and RPA.
  • Boosts customer satisfaction with 24/7 support, multi-language capabilities, and outcome-based models.
  • Supports expansion into complex processes like underwriting analytics, ensuring competitive edge.
  • Empowers workforce with training, leading to higher commitment and innovation in collections.

By partnering with us, clients gain access to a dependable BPO ally that not only optimizes costs but transforms operations for sustained success.

Ready to leverage IGEDM for your business? Contact us to see how we can drive your transformation.

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