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INTEC
SOLUTION provides outsourcing solutions in client lifecycle
management that are designed to improve operational
performance and lower overall costs.
INTEC outsourcing services can provide companies with
the following business benefits: |
- Performance Improvement – strapping
up the deep domain knowledge and applying expertise
to design launch and manage a world-class operation
that delivers better results than to achieve internally.
- Cost Reduction – relating factors
such as economies-of-scale, process re-design and improvement,
representative utilization, advanced customer interaction
tools and infrastructure, and low-cost labor markets.
- Flexibility – design customized
solution that meets specific requirements and make
swift modifications to outsourced program without hassle
or pushback.
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Organizations are rapidly adopting
business process outsourcing (BPO) as a viable means
to reduce operating costs, focus on core competencies,
and move from a fixed to a variable cost model. The practice
of outsourcing certain repetitive, non-core processes
to specialists who have economies-of-scale advantages
has been around for many years. It is only recently that
companies have been able to take full advantage of overseas
labor markets to achieve vivid cost savings. INTEC can
operate centers in high-opportunity offshore labor markets,
onshore and near-shore locations, enabling companies
to achieve competitive advantage by dramatically lowering
their cost of operations while improving quality, productivity
and revenues. |
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INTEC is founded on the principle
that business functions and management methods could
be radically enhanced by using comprehensive employment
and the assimilation of superior technologies. Our enterprise
back office services allow clients to focus on tactical
tasks while outsourcing the management and/or execution
of non value-adding processes to INTEC. These processes
typically involve transaction processing of high volume,
repeatable, labor intensive tasks that dominate the back-office.
The services are either managed completely by INTEC,
whereby we own all operational aspects of the back office
function, or are co-sourced with both INTEC and the client
managing different aspects together. |
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INTEC services are facilitated by
a process-oriented workflow platform that can be configured
to accommodate onshore, near-shore and offshore processing
requirements. Voice-based activities can also be easily
integrated into the program. |
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Payables |
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Receiving
and scanning invoices; Data capture from scanned
documents; Secure access to scanned images and
electronic data; Approval and exceptions processing;
3-way matching; Payments processing including
checks and electronic fund transfers; Travel & Expenses
management. |
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Billing |
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Capture and collection
of billing data via multiple media – postal
mail / telephone / fax / email; Confirmation and
completion of billing data; Processing the billing
cycles; outbound correspondence / notifications. |
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Receivable |
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Order Receipt including receipt and
scanning of Purchase Orders / Proof of Delivery documents;
Data capture from scanned documents; safe access
to scanned images and electronic data; Credit Verification;
generate and administer customer information; Auto-application
and manual application of receipts; Research and
application of unapplied funds; Query resolution;
Collections management / aging analysis. |
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General Accounting |
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General Ledger management; Fixed Asset
management; Account reconciliation; Management Accounting;
Financial statements and reporting. |
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INTEC Order Management concentrates
on activities that tend to be high volume, labor-intensive
and/or transactional in nature. INTEC integrates front-end
contact center services when necessary, and gives clients
the flexibility to choose whether agents should be located
onshore, near-shore or offshore. Services provided include
Order entry, Invoicing, Handling Return Material Authorizations,
Processing credits and rebates, Receipt and scanning
of paper orders, Secure access to scanned images and
electronic data, Data verification and exception processing
for electronic orders, Payments processing, Order fulfillment,
and Data Analytics. |
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Companies
across industries globally are faced with supply chain
issues such as high cost processes, minimal time to
improve or establish more cost-effective vendor relationships,
and fluctuating volumes. INTEC supply chain services
are focused on addressing these issues and converting
the fixed costs associated with labor-intensive, transactional
supply chain activities into significantly lower variable
costs for our clients. Services include planning and
forecasting of materials requirements, sourcing of
goods and services for best price and availability,
and procurement of materials and supplies. INTEC provides
flexibility in managing staffing requirements addresses
the client’s issue
of cyclical business volume. |
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INTEC provides research and analytics
services including primary and secondary market research,
financial modeling and analysis, competitive intelligence,
customized research leveraging secondary sources, management
of content databases / lists, and data analytics along
with associated implementation of recommendations. |
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INTEC services are designed to support
the specific needs of financial institutions and other
firms involved in residential mortgages. This includes
Loan Origination, Loan Servicing, Tax Servicing and Underwriting
processes. These services provide clients with significant
cost reduction for a number of tasks and activities such
as data entry, verification of employment, title requests,
loan payoff processing, delinquent payment management,
and several more. It also reduces the cost of certain
fee-based services which in turn enhances the competitiveness
and profitability of clients whose earnings are primarily
derived from fees.
Services can be performed remotely by agents who have
access to the client’s own systems, or by leveraging
process-oriented workflow platform. The solution can
be configured to accommodate onshore, near-shore and
offshore processing requirements, and when necessary,
can also include integration with front-end contact
center services. In addition, our flexibility with
managing staffing requirements enables our clients
to offload the risks of fixed costs and manage the
cyclical volumes in the industry. |
Loan initiation processes: |
- Document Review
- Third Party Ordering
- Title Review
- Loan Underwriting
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Loan service processes include: |
- Servicing customer inquiries / Welcome
calls / Late Payment calls
- Escrow administration
- Tax / insurance management
- Payoffs, Default processing and Collections
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Companies across the industry
are faced with issues such as controlling the high
costs of processes such as new business management,
claims processing and policy administration. INTEC
services leverage an integrated image-based workflow
system to provide high quality with dramatic cost reductions
through services that can be blended across multiple
geographies if required. |
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Enrollments |
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Processing policy enrollments and
applications, new business support including mail
handling /file preparation /policy number assignment,
submission and verification of compliance /license
/related forms, and policy /contract issuance including
final verification /file updates /notifications /in-force
placement. |
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Policy Administration |
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Managing changes in coverage, address
changes, premium changes, and policy cancellations |
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Claims Processing |
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Managing new claim requests /First
Notice Of Loss, Imaging /scanning of claim documents,
Case Setup including case creation /requirements
update /analyst assignment, Pre-adjudication of claims,
Claim Analysis, and Co-ordination for final claim
decision. |
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Underwriting and Adjudication |
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Policy underwriting including reviews
/risk assessment /quotes /declines; Claims adjudication
including the claims analysis, initiation and review
of referrals, review of pended claims, ordering requirements,
final claim decision, and correspondence /notification. |
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Payments Processing |
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Processing premium refunds, benefits
disbursement, payments processing and system updates. |
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Billing Exceptions |
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Processing payment delays and policy
cancellations; Carrying out the associated account
reconciliation activities including system updates
and correspondence /notifications. |
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Mailroom Management |
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Enabling a Digital
Mailroom for clients – including
a Dedicated PO Box, Mail Receipt, Outbound Mail
Management, Mail Sorting and Preparation for Digitization
/Imaging |
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Imaging / Scanning / Data Entry |
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Providing imaging /scanning of policy
and claims documents, indexing and data capture of
the scanned documents utilizing OCR /ICR technologies
as well as manual data entry, and secure access to
the scanned images and electronic information. |
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Organizations
across the industry are faced with the issue of managing
the complicated billing paperwork environment which
has resulted in a paper-based, labor intensive revenue
cycle that is inefficient, costly, and ineffective.
Leakages in the revenue cycle result in healthcare
organizations struggling simply to secure the money
they have already earned. INTEC services are designed
to optimize the company’s revenue
cycle management by leveraging continuous process improvements
and technology innovations. |
- Scheduling and Registration of Patients including
verification and completion of personal / financial
/ insurance and eligibility information.
- Medical Coding and Charge Capture including data capture
of diagnosis / procedures / associated codes, post
coding reviews, posting charges, processing duplicate
charges and wrong charges.
- Insurance Follow-up including follow-up
with insurance payers on claims with no status, completion
and confirmation of required claim information, management
of denials and partial payments, and negotiation for
proper payments.
- Billing and Payments Processing including
accurate posting of payments, account reconciliation,
processing of contractual adjustments, claim submission
to secondary insurance payers, and billing of patients
for co-insurance / deductible / exhausted benefits.
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INTEC provides services in support
of e-commerce transactions and e-payment tools at significantly
reduced costs by leveraging its global service delivery
locations. Services include website quality assurance,
data management, customer account maintenance, shipment
confirmations and credit processing for returned items,
accounting entries, and reconciliation services, among
others. INTEC also provides fraud monitoring and detection
services for e-transactions. The INTEC team performs
the services remotely with authorization to access client
systems. Where ever required, programs can also be configured
to take advantage of process-oriented workflow platform. |
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Technology’s proliferation
within the business, home, personal communications and
entertainment environments is causing a tremendous increase
in the demand for first-rate technical support capabilities.
Often, the companies that develop and market technical
products and services do not have the in-house expertise,
resources or desire to operate a high-quality support
center. These companies are increasingly turning to outsourced
service providers to help them deliver post-sales technical
support to their customers. INTEC provides technical
support services to some of the world’s leading
technology companies. We’ve established a reputation
in the high-technology industry as one of the most
credible accomplished and creative providers of outsourced
technical support services by consistently delivering
on our commitments and scoring high customer satisfaction
marks for our clients. |
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Assembling
all of the pieces needed to deliver top-notch customer
care to your customers can be difficult and expensive.
Customers expect “round
the clock” access to a customer service team as
well as a choice of ways to contact them – either
online or by telephone. And once they reach you, they
want the information that they are looking for, to be
provided to them immediately. Not delivering on any of
these expectations could potentially give your customer
a reason to stop doing business with your company – or
worse, switch to your competition. INTEC can build
a multi-channel customer care operation to handle your
customer inquiries and provide the level of service
they demand. During our due diligence process, we will
develop a full understanding of your customer service
objectives so that we can design and build a customized
contact center operation that meets all of your requirements.
INTEC will build a customer care solution to provide
telephone, e-mail and chat support from a choice of
one or a combination of locations around the world. |
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- Pre Sales Inquires ]
- Billing Support
- Shopping Assistance
- Refunds, returns and rebates
- Shipping / Delivery
- Order Inquires
- Payments
- Accounts Information
- Insurance Claim Handling
- Reservations
- Warranty Entitlement
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Building
and running a high-quality I.T. Help Desk is a challenging,
expensive and time-consuming endeavor. Huge investments – even
for a relatively small help desk - in infrastructure,
technical training, problem tracking and management,
processes control and operations management are required
to maintain acceptable service levels. Outsourcing
select corporate help desk functions can provide an
effective means to reduce support costs while simultaneously
improving end-user confidence and satisfaction in the
support organization. Choosing an experienced service
provider that specializes in advanced, tightly controlled
end-user support is key to making a seamless transition
to a successful, efficient support operation, leaving
I.T. Managers to focus on more mission-critical initiatives. |
INTEC offers
a turn-key enterprise help desk solution for companies
looking to offload the burden of managing an internal
help desk. We provide complete support services for
the most common end user problems: |
- Operating systems
- Shrink-wrapped applications
- Departmental/business applications
- E-mail
- Network connectivity and navigation
- Basic network administration (i.e. password resets,
account maintenance, etc.)
- Hardware (desktop/notebook/peripheral) diagnosis
and desk side dispatch
- Remote user access
- Corporate I.T. policy
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INTEC handles each and every technical
support request from employees and maintains tenure of
their issue until it is resolved and the employee is
satisfied with the resolution. This closed-loop sole
point of contact which ensures that all the end user
requests will be properly acknowledged, classify and
managed to conclusion, and their technical support expectations
are being sufficiently met. |
Our enterprise help desk service
is delivered with the following: |
- Levels I and II help desk personnel
- On-shore/near-shore/off-shore delivery options
- Web-based case management application
- Guaranteed service levels
- Cutting-edge contact center technology infrastructure
- Closed-loop case management
- All domestic inbound/outbound telephone charges included
- Full-scope call handling and incident reporting
- 7x24x365 live coverage
- Process workflow, escalation and onsite dispatch
management
- Rapid deployment
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INTEC helps companies
increase sales productivity and promotion ROI, while
lowering client acquisition costs by offering a unique
set of Account Management services. Our Account Management
submission includes the following: |
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Sales |
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INTEC will build
and manage a dedicated sales function that closes
deals over the telephone. We’ll perform like
your internal sales group, reporting to a sales
or marketing manager at your company, building
a budget and a forecast and delivering the number.
INTEC typically focuses on new customer acquisition
and is measured on a combination of targets, such
as monthly gross revenue, number of orders, cost-of-acquisition
and average revenue per order. |
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Lead Generation |
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INTEC will generate, qualify, and
nurture leads for your products and services from
within midsize and large accounts. Our lead generation
team will distribute leads to your appropriate sales
contacts (direct or channel) then track the lead
as it progresses through the sales cycle. INTEC can
integrate this team with your existing sales and
marketing infrastructure. |
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Cross-Sales/Up-Sales (Cross-Sell /Up-Sell) |
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Cross-Sell/Up-Sell is a revenue-generating,
outsourced sales solution that uncovers incremental
sales opportunities from within your current customer
base. This solution integrates professional telesales
with database marketing, automated customer communication
and business rules to deliver highly-effective cross-sell
and up-sell programs for our clients. Cross-Sell/Up-Sell
is an economical and scalable way for companies to
market products and services to their existing customers
without having to expand internal staff resources
or disrupt existing sales personnel from more strategic
objectives. |
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Service Contract Renewals |
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INTEC will manage the entire warranty
renewal sales process including all database management,
customer communication, sales consultation, order
processing, and contract fulfillment and reporting.
INTEC will generate service contract revenue from
current customers by: |
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- Renewing paid service contracts prior
to expiration
- Selling new support contracts to customers whose
original product warranty is coming to
an end
- Reactivating out-of-coverage accounts (who are
not currently covered by any paid support plan)
- Upgrading customers to higher-value service contracts
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