From ‘Back-Office’ to ‘The Heart of the Business’

For years, delivery centres (DCs) and Global Capability Centres (GCCs) were seen as the "efficiency team"-the reliable crew working behind the scenes to keep costs low. But the script is changing. Today, GCCs & DCs are stepping out of the shadows and using technologies like Automation, Analytics and GenAI to become the innovation engine of the entire company.

It’s no longer just about doing things cheaper; it’s about doing things smarter and leading the way for the rest of the organization.

The Big Shift: Value Over Volume

We are moving away from measuring success just by "how many people are working" or "did we hit the deadline." Instead, we’re looking at real-world impact:

• Old Way: "We finished 100 tasks today."
• New Way: "We used AI to predict a market trend that saved the company dollars, pounds and/or euros."
• The Result: The GCC & DC stops being a "support centre" and starts being a "Centre of Excellence."

Automation: Giving Teams Their Time Back

Standard automation (like RPA and smart workflows) is the foundation. It’s not about replacing people; it’s about removing the robotic parts of human jobs.

• Cleaning up the "Clutter": By automating the repetitive, boring stuff, we cut errors and speed everything up by nearly 40%.
• Building Trust: When things work perfectly and quickly, the rest of the company starts to rely on the GCC and the DC as a high-performance partner, not just a vendor.
• Upgrading Roles: Most importantly, it allows our people to stop doing data entry and start doing data consulting. We move from "processing" to "problem-solving."