Hindustan Lever Ltd (HLL) has set up a wholly owned BPO subsidiary, christened ‘Indigo’. The subsidiary will have two divisions, which will look after the domestic and international markets separately. HLL is currently focusing on BPO work for Unilever operations in Malaysia, Australia and New Zealand. Back office operations of these three Unilever operations will entirely be handled by HLL from India. Indigo will have a back-up facility in
Bangalore.
According to the company, this move will not only enhance its efficiency in delivering customer service, but also enable other centers to focus on their logistics operations. HLL has shared service centers for international markets, which will undertake BPO for its parent company, Unilever. However, sources said that Indigo is a relatively small subsi-diary, as compared to the com-pany’s other businesses and is currently manned by a relati-vely small group of employees.
The company has already set up a centralized shared service center in Chennai, thereby consolidating various functions like financing, accounting and sales-related matters. The shared service center called the National Center for Sales and Commercial Operations is based in Chennai. To achieve tangible business value, the company has leveraged IT to simplify and standardize operating procedures and business
processes
Rahul Gupta
(CNS)