50% Reduction in Rework Time and 30% Productivity Increase Across Onshore/Offshore Operations
A leading provider of technology-enabled services to the financial services industry, supporting a large portfolio of asset managers and mutual fund companies. A key operational department spanning teams in both the United States and India managed back-office functions supporting fund investors.
Offshore quality was low, onshore was drowning in rework, and overtime couldn’t close the gap
The operation was split between onshore (US) and offshore (India) teams handling account setup, account maintenance, alternative investments, mutual fund support, mail center, and call center functions. The challenge was twofold: how to cost-effectively absorb significant volume growth by shifting more work offshore, and how to address the quality issues that made offshore work unreliable.
Offshore teams had persistent quality problems. Much of what they completed ended up being reworked by onshore teams — leading to service level breaches, inefficient workflow, animosity between the two locations, and high attrition. Leadership had tried to patch the issue through overtime and additional hiring, but high turnover compounded the problem.
Existing productivity dashboards — built internally — struggled to aggregate data from key systems, producing an incomplete picture that managers didn’t use. Leadership had no reporting on the frequency or cost of rework flowing from offshore to onshore. Without data, it was impossible to size the issue or identify root causes. The estimated cost of inaction was $12M per year.
- Transaction rework rate9% of volumeHigh
- Onshore time spent on rework~33%High
- Overtime expense$600K/yrMedium
- SLA attainmentBreachingHigh
- Staff attritionHighMedium
A 9% rework rate was consuming one-third of onshore capacity — and nobody could see it
Bramble confirmed what leadership suspected about rework, then revealed a dimension they hadn’t anticipated. The transaction rework rate was 9% of volume — but the actual effort associated with addressing those errors onshore was dramatically larger. Approximately one-third of available onshore time was being consumed by fixing work that should have been completed offshore correctly the first time. Bramble also identified the leading root causes of the rework, turning an invisible cost into an actionable improvement roadmap.
From invisible rework cost to sustained capacity recovery
Bramble mapped the full onshore/offshore operation, quantified the true cost of rework for the first time, identified root causes, and provided the data foundation for a transformation sustained over three years.
Establish Baseline
Bramble integrated with the workflow system, Genesys, and document management software across both US and India operations to build a unified operational baseline — the first time productivity, rework, and capacity had been measured consistently across both locations.
Reveal Rework Root Causes
The baseline confirmed the 9% rework rate — then revealed the disproportionate capacity cost. Bramble identified the leading root causes: specific skills gaps driving errors offshore, process inconsistencies between locations, and training gaps that had never been quantified.
Sustained Transformation
Short-term training plugged the skills gaps driving rework. Longer-term, the recovered capacity enabled three strategies: absorbing volume growth without hiring, immediately eliminating all overtime, and reducing onshore headcount through natural attrition.
Results measured from the deployment
These are measured outcomes — not projections. Real operational improvements delivered through Bramble.
“We never realized just how much time is lost addressing that 10% in transactions that bounce between onshore and offshore. When we brought you in, I hoped you’d help me solve for growth with the team I had — not allow me to reduce cost beyond that.”
See where your shared services operations are losing capacity
We’ll map your onshore and offshore workflows, quantify the true cost of rework and friction, and show you the capacity recovery path — with benchmarks from multi-geography deployments like this one.
For COOs, VP Shared Services, and BPO Operations Leaders.