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The Financial Services Outsourcing Outlook: Fast Growth Markets, Opportunities And Competitive Strategies
Business Insights
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[此贴子已经被作者于2007-3-10 20:53:42编辑过]
金融服务外包观:快速增长的市场
Increasingly financial services institutions are overcoming their traditional reluctance to yield control and are now outsourcing a wide range of ICT infra-structure, application and business process services in pursuit of operational efficiency and reduced costs. The Financial Services Outsourcing Outlook: Fast growth markets, opportunities and competitive strategies is a management report that highlights the outsourcing opportunities for technology vendors within financial services institutions throughout the Europe and North America, from business process outsourcing to offshore outsourcing. This report provides critical insight into the drivers of present and future IT spending from in-depth interviews with CEOs at leading European financial services institutions. In addition this report analyzes the trends that are shaping the financial services outsourcing market to help vendors take advantage of the resulting profit opportunities. Drive new revenues by anticipating the effects of market trends and the changing needs of CEOs in FSIs with this new report.
Key questions this reports will answer...
- What are the barriers to outsourcing in financial services?
- Which are the fastest growing sectors of the financial services outsourcing market?
- Which regions offer the best outsourcing opportunities in financial services?
- What are the outsourcing spending plans of FSIs over the next few years?
- Why are risk/reward strategies growing in popularity?
This report provides you with:
- A breakdown of the financial services outsourcing landscape by line of business, region and outsourcing segment.
- Insight into the sources of future outsourcing opportunities, both IT driven and those arising from changing attitudes in FSIs.
- A comparison of the pressures facing retail banks and insurer and how these impact on the outsourcing decisions of each.
- An analysis of the main barriers to IT outsourcing in the financial services industry detailed by individual outsourcing segment.
- An in-depth examination of the fastest and slowest growing outsourcing markets for FSIs, including BPO, BTO, offshore outsourcing, customer relationship outsourcing, infrastructure
outsourcing and application outsourcing.
Benefit from 165 pages of expert insight and proprietary data, enabling you to:
- Predict the future outsourcing spending of FSIs based on interviews with leading financial services CEOs throughout Europe and North America and this reports analysis of key market trends.
- Create more effective competitive strategies using this report’s analysis of the micro and macro-trends driving the financial services
outsourcing market.
- Exploit the growing BPO market opportunities, strategic drivers, potential delivery models and the challenges that must be overcome.
- Develop new customer relationship outsourcing propositions using this report’s explanation of how to add value to your solutions with additional services and risk/reward pricing models.
- Increase offshore outsourcing revenues by targeting receptive markets and overcoming barriers using this reports detailed action
points.
Executive Summary 12
Introduction 12
Financial services outsourcing market analysis 13
Business process outsourcing in financial services 14
BPO focus: US insurers 15
FS customer relationship outsourcing: Europe 16
FS customer relationship outsourcing: North America 17
Infrastructure and application outsourcing in financial services 18
Offshore outsourcing in financial services 19
Chapter 1 An introduction to financial
services outsourcing 21
Summary 21
Overview 22
Definitions 23
Outsourcing 23
Application outsourcing 24
Business process outsourcing (BPO) 24
Business transformation 25
Business transformation outsourcing (BTO) 25
Infrastructure outsourcing 26
Nearshore outsourcing 26
Offshore outsourcing 27
Benefits achieved through outsourcing 27
Barriers to outsourcing 28
Market overview 29
BPO 29
Customer relationship services/call centres 30
Infrastructure outsourcing 31
Offshore 32
Chapter 2 Financial services outsourcing
market analysis 35
Summary 35
Market drivers 36
Prospects for FSIs 37
Market analysis by geography 39
Europe 39
North America 40
Market analysis by outsourcing sector 42
Call center/customer relationship outsourcing 42
Infrastructure 44
Application outsourcing 45
BPO 47
BTO 48
Offshore 48
Front office vs back office 50
Chapter 3 Business process outsourcing in
financial services 53
Summary 53
Market overview 54
Propensity to outsource 55
BPO market opportunities 57
Country breakdown of European BPO opportunities 59
Leaders 59
Growers 60
Laggers 60
BTO or BPO? 61
BPO and BTO defined 62
BTO vs BPO – which will be the dominant strategy? 63
Challenges for BPO providers 64
Perceived risk 66
Corporate governance 67
Chapter 4 BPO focus: US insurers 72
Summary 72
Market overview 73
Horizontal BPO vs vertical BPO 76
Strategy drivers of BPO 77
Business and technology drivers for BPO 78
Business and technology inhibitors against BPO 79
Dependency 79
Perception of risk 80
Reluctance to outsource core business functions 80
Leakage 80
Intellectual property 81
Predicting costs 81
Overhype 81
Segregation from other customers’ outsourced businesses 82
Three potential models for BPO 82
End-to-end BPO 82
Sub-process BPO 82
Process-agnostic, functional BPO 83
BPO opportunities in US insurance 84
Overview 84
The claims management process 85
The policy administration process 86
Open versus closed books of business for life insurers 87
Onshore vs offshore delivery 88
Chapter 5 FS customer relationship
outsourcing: Europe 91
Summary 91
Market trends 92
Call center outsourcers 95
Financial services call center outsourcing 96
Market overview 96
Expanding service portfolios 98
New services 99
Telephony services 100
Human resources (HR) 100
CRM applications 101
Fulfillment 101
Implications of expanding service portfolios 101
Evolving pricing models 102
Traditional pricing models 102
Flaws in traditional pricing models 102
Risk / reward sharing 103
Risk / reward sharing in a service environment 104
Pricing risk / reward sharing agreements 105
Efficiency sharing pricing models 106
Action points 107
Chapter 6 FS customer relationship
outsourcing: North America 111
Summary 111
Overview 112
Customer relationship outsourcing in financial services 113
Inhibitors to growth 115
Reasons to outsource 116
Cost containment 116
Access to outsourcers’ experience and expertise 116
External delegation of staffing responsibilities 117
Concentration on core competency 117
Access to Spanish-speaking agents 117
Expanded portfolios 118
Full outsourcing 118
Insourcing 119
Set-up insourcing 119
Long-term insourcing 119
Co-sourcing 121
Value-add services 121
Transitioning from outbound to inbound services 122
Conclusion 123
Chapter 7 Infrastructure and application
outsourcing in financial services 125
Summary 125
Infrastructure outsourcing: Europe 126
Strategic drivers of infrastructure spend 130
Infrastructure outsourcing: North America 135
Market overview 136
Desktop 137
Network 137
Data center 138
Comparison with European infrastructure outsourcing 138
Opportunity identification 139
Line of business variations 142
Chapter 8 Offshore outsourcing in financial
services 151
Summary 151
The evolution of offshore and nearshore outsourcing 152
Offshore and nearshore locations 153
Dutch-speaking markets 154
English-speaking markets 154
French-speaking markets 155
German-speaking markets 155
Italian-speaking markets 156
Spanish-speaking markets 156
Locating within the EU 156
Implications of offshore and nearshore outsourcing 157
Barriers to offshore and nearshore outsourcing 158
Market drivers 161
Propensity to outsource in European FSIs 163
Market sizing and opportunities 165
Action points 168
Conclusion 170
Index 172
List of Figures
Figure 1.1: Which expectation has been met by outsourcing services provider? 27
Figure 2.2: What are the primary drivers of IT strategy? 36
Figure 2.3: Outsourcing market growth to 2005 39
Figure 2.4: Retail banking IT spend in the US 40
Figure 2.5: Financial services agents positions 2002-2007 42
Figure 2.6: Application outsourcing in European FSIs 46
Figure 3.7: Prospects for banking BPO services 56
Figure 3.8: Prospects for insurance BPO services 57
Figure 3.9: Key BPO opportunities 58
Figure 3.10: European FSI skepticism of BPO 65
Figure 4.11: US insurance vertical BPO spend to 2006 74
Figure 4.12: The claims management process of a P&C insurer 85
Figure 4.13: The policy administration process of a life insurer 86
Figure 5.14: In-house and outsourced agent positions in EMEA 2002-2007 93
Figure 5.15: Value of the EMEA call center market 2002-2007 94
Figure 5.16: Outsourced agent positions in EMEA by vertical 2002-2007 96
Figure 5.17: Financial services agent positions 2002 & 2007 97
Figure 5.18: The applications structure of an enterprise 99
Figure 6.19: US customer relationship outsourcing market 2002-2008 112
Figure 6.20: Vertical market segmentation of outsourced APs 2003 113
Figure 6.21: Proportion of outsourced APs by vertical against US average 2003 114
Figure 6.22: Value of outsourced services 122
Figure 7.23: Infrastructure outsourcing propensity 128
Figure 7.24: Infrastructure outsourcing plans of banks and insurers 130
Figure 7.25: Primary issues being addressed in FSI’s IT infrastructure 131
Figure 7.26: Which areas of infrastructure spend will be under most cost pressure in the next two
years? 132
Figure 7.27: What are your key strategies /tactics to reduce long term infrastructure costs? 133
Figure 7.28: Does outsourcing play a role in achieving infrastructure cost cutting objectives? 134
Figure 7.29: US infrastructure outsourcing spending developments 2002-2006 135
Figure 7.30: Comparison between US and European infrastructure outsourcing 138
Figure 7.31: Infrastructure outsourcing growth by opportunity segment in North American
financial services 2003-2006 141
Figure 7.32: Line of business infrastructure outsourcing variations 144
Figure 8.33: Main barriers to offshore outsourcing 159
Figure 8.34: Levels of skepticism towards offshore outsourcing 163
Figure 8.35: Country variations in offshore outsourcing attitudes 164
Figure 8.36: Offshore outsourcing continues strong growth 166
Figure 8.37: New services provided on an offshore basis will drive greater spend 167
List of Tables
Table 3.1: BPO in European FSIs by sub-segment and line of business to 2005 54
Table 3.2: Country breakdown of European BPO opportunities to 2005 59
Table 4.3: US insurance vertical BPO spend to 2006 74
Table 5.4: Financial services agent positions EMEA 2002 & 2007 98
Table 5.5: Services offered by call center outsourcers 100
Table 6.6: US Hispanic population 1990, 2000, 2003 118
Table 7.7: Infrastructure outsourcing growth by opportunity segment in North American
financial services 2003-2006 141
Table 7.8: Infrastructure outsourcing spend growth by line of business and infrastructure service
2003-2006 146
Table 8.9: Main offshore and nearshore outsourcing locations for the major EMEA markets 153
Table 8.10: European financial services offshore outsourcing spend, 2003-2005 165
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