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Delivering Value from BPM: How Infosys and Arrow turned a BPM Engagement into a 360-degree Relationship

This case study looks at the 10-year relationship between Arrow Electronics and Infosys. The latest stage in its development is an agreement between the two firms to jointly market and deliver a co-created, co-delivered, and co-marketed set of services to customers in the US, turning the original customer and supplier relationship a full 360 degrees. This case study presents:
  • The development of the Arrow Electronics and Infosys BPO relationship from its original outsourcing arrangement;
  • The importance of relationship in an outsourcing engagement;
  • The necessity of right governance and attitude toward the engagement in taking the relationship out of cost-savings mode; and
  • The range of benefits that are possible if this trust exists.

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