Access lifecycle and shift compensation at a 6,200-seat delivery organisation
Customer snapshot
An India-headquartered BPM firm with ~6,200 seats across Noida, Hyderabad, Pune and a Manila delivery centre, serving banking and insurance clients in India, the US and the UK on a three-shift roster — over Unify telephony, the ACE Recording System, client-owned CRMs and third-party workforce management.
The challenge
Identity and shift-pay both ran on manual, disconnected processes — an audit exposure and a payroll headache at once.
Provisioning ran across four teams and systems at 4.5 days per joiner — over 1,000 paid-but-idle agent-days a month — while an access review found 1,340 active accounts belonging to leavers.
Night-shift agents shared logins, with cases worked under another person’s identity — an audit finding, a client contractual breach and an evidentiary dead end on regulated data.
Shift, week-off, split-shift, transport-zone and holiday allowances across four jurisdictions were computed in Excel by four coordinators, driving ~340 payroll grievances a month at 2.5 days each to close.
Client access-review evidence took a three-week manual reconciliation every quarter.
The solution
Exato IQ made one identity record the system of record, added a typing-rhythm signal to surface shared logins, and moved shift compensation onto a rules engine.
OnboardX (UAM)
A single identity system of record provisioning into telephony, recording and client CRM, with last-login automation moving accounts to dormant at 21 days and revoked at 45.
Keystroke Dynamics
Typing dwell and flight times score identity as a detection-and-deterrence signal — flagging, not gating — which surfaced 14 agents sharing credentials in month one.
SCOPE
A compensation rules engine that computes the multiplier against shift type, zone, activity, leave status and the correct jurisdictional holiday calendar, giving HR, finance and operations one number.
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See what a single identity and shift-pay backbone could do for your delivery organisation
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