Vertex is one of the UK’s largest providers of business process outsourcing (BPO).

Vertex’s BPO offering encompasses managing and transforming the critical processes that support the client’s business. Examples include customer service, human resources, procurement, finance, and accounting.

Working with the client, as a strategic service partner, Vertex develops BPO solutions that are tailored to the client’s industry and market needs, thus supporting the client’s own business objectives and targets. In essence, Vertex provides BPO solutions that enable the client to focus on its core business.

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Vertex Financial Services works in partnership with leading financial services organisations. This naturally requires considerable sensitivity to its clients’ need for commercial confidentiality. Therefore, understandably this case study cannot reveal details of the actual projects and implementations that Nuqleus has been involved with.

Nuqleus from XTAQ has been playing a significant role in enabling Vertex to fulfil its partnership objectives. A trial within the Pensions Review Department saw Nuqleus assisting in measuring productivity levels and replacing the numerous spreadsheets which were used to track and measure productivity. In addition, XTAQ also provided training and support for the key users of the system and an overview for the end-users.

Vertex has undertaken a further five implementations of Nuqleus in various parts of the organisation to support different clients. While initially being used for productivity measurement, Vertex saw value in the application of Nuqleus as a case-tracking tool

Nuqleus from XTAQ has been playing a significant role in enabling Vertex to fulfil its partnership Objectives

The initial venture into case-tracking was based on a predetermined population, loaded into Nuqleus and tracked as the cases progressed through the process. Furthermore, Nuqleus has been successfully developed to track a dynamic population through the complex process of complaint handling within the Mortgage Endowment Project.

Nuqleus has proven to be successful in areas where it is comprehensively integrated into the structure of the process. It also provides a valuable role as the primary mechanism for reporting and analysing work flow, identifying bottlenecks, likely trends and provides the facility for accurate timesheets on individuals.

Nicola Burch, Administration and Project Support Manager within Vertex Financial Services says, “The key to a successful implementation is gaining management and end-user buy in: both of which require an understanding of the purpose and capability of the tool being presented.” To allay fears of “big brother”-style scrutiny, Vertex took pains to educate the end-user of the benefits that they, as individuals, would gain from using Nuqleus.

Nuqleus has been successfully developed to track a dynamic population through the complex process of complaint handling within the Mortgage Endowment Project

Nicola explains, “To achieve this objective, it is important that time is spent with the end-users to gain a clear perspective on different components that create the whole process as well as spending time with Management to understand what is required from Nuqleus, particularly when it is going to be used for measurement. It is important to ensure that appropriate parameters are in place for the productivity measurement by having a clear picture of what answers are needed for your key measures.”

Throughout the implementations and subsequent development of Nuqleus within Vertex, feedback has been positive. The software delivered some excellent results for Vertex and its clients, and the support and helpfulness of XTAQ’s professional staff has been regarded as “consistent, professional and to be highly commended.”

Indeed, the company’s trained in-house specialist has nothing but praise for the willingness shown to support Vertex in its use of Nuqleus.