A leading US Healthcare Payer established their India GCC (Global Capability Center) in 2011. A robust GCC strategy was needed to straddle through a number of internal and external variables. After a decade of mismanaged operations, the GCC was struggling to become an integrated business partner in R&D, product design & development, IT support, and emerging tech acceleration. 

Airo proposed a strategic initiative to acquire the conventionally-run GCC and subsequently create mutual value through AI and other emerging technologies and other other optimization techniques. 

The engagement presented several critical challenges:

• Talent Acquisition and Retention: Difficulty in attracting and retaining top talent due to lack of career growth opportunities, compensation issues, and poor work environment.
• Process Inefficiencies: Ineffective processes, lack of standardization, and poor project management led to delays, errors, and increased costs.
• Cost Overruns: Inefficient resource utilization, lack of cost management, and overspending led to financial losses.
• Misalignment with Business Goals: Not aligned with the parent company’s strategic objectives resulted in wasted resources and missed opportunities.
• Lack of Innovation: A focus on cost reduction rather than value creation stifled innovation and hinder the GCC’s ability to contribute to the parent company’s growth.

Airo’s strategic intervention led to substantial improvements:

• Cost Reduction: By streamlining operations, eliminating redundancies, and implementing efficient processes, Airo significantly reduced operational costs within the first year.
• Value for People: Airo’s strategy is based on cross-skilling and cross-deploying the people to build better market-facing capabilities for other clients. Hence people’s retention and professional / personal growth is inherently built into the model.
• Emerging tech adoption: Leveraging our ‘Rapid AI Factory’ model, we identified the possible opportunities and use cases for emerging tech intervention. Within the first nine months, we deployed multiple AI solutions to improve efficiency, productivity and throughput. We also improved the utilization of the technology investment.

 Airo successfully transformed a mismanaged GCC for a leading US healthcare payer by addressing critical operational and strategic challenges. Through strategic acquisition, process optimization, and the application of AI and emerging technologies, we delivered significant cost reductions, improved operational efficiency, and enhanced talent development. This case study demonstrates Airo’s ability to unlock the full potential of a GCC, transforming it from a cost center to a strategic business partner driving innovation and value creation for our clients.