Find out how a legal information publisher partners with Cognizant to update its core publishing systems and gain a competitive edge.

1. • Cognizant Case Study
Legal Information Publisher
Boosts Customer Centricity
Business Situation • Knowledge transfer for 33 applications across
two major functional areas: Shared Service
Facing increased competition and under pressure
and Practice Management. This was completed
to retain market share, our client — one of the
in 2.5 months between onsite and offshore
largest legal information publishers and workflow
teams.
solutions providers in Australia and New Zealand
— wanted to develop a customer-centric approach • Ownership of complete IT support for editorial
for retaining customers and finding new ones. applications and technical support.
Challenge • Use of offshore resources for product develop-
ment/enhancement for practice management.
The publisher’s core publishing systems, which
were used by close to 150 internal editors and • Management of resourcing and project
spread across four geographies, were outdated management.
and needed migration or transformation. There • Development of innovation and best practices
was also the threat of competition from open for delivering consistent value.
content sources focused on the small and boutique
law firm market.
• Knowledge management and domain roadmap
for deeper client insight.
The publisher also has a very strong relation- • Mitigation of challenges on operational and
ship with government information sources and functional resources:
is known as the most comprehensive research
services provider. Eighty percent of its revenues
> Inadequate documentation.
are driven by research and content solutions. > Evolving requirements.
Solution
> Technical and environmental challenges.
To respond to the publisher’s issues, we deployed
> Interaction with different stakeholders in
multiple geographies, including the U.S.,
our proven global delivery model for develop-
the Philippines, Australia and New Zealand.
ment and support. Key highlights of the system
include: Benefits
Benefits of the solution include the following:
• Phased, compressed knowledge transfer to
reduce dependence on SMEs leaving the • Center of excellence created to fit varying
company. requirements across solution lines.
solutions overview | september 2011

2. Implementation Details
2009 2010: $1.6M 2011: $2.2M
Knowledge Application Value Management Application Value Management (14 FTE)
Transfer Sessions (14.8 FTE) • Movement toward enhancements added
• Additional applications undertaken into releases; focus on innovation.
Staff Augmentation (5.4 FTE) Staff Augmentation (5.4 FTE)
• Development for new releases and • Release of new product version and enhancements
ongoing support
Application Development
Application Development • Inclusion in strategic projects with ongoing
• 4 projects delivered; 2 strategic
pipeline discussions
initiatives
Will be starting a project on mobility (iPad)
in the 4th quarter
Figure 1
• Consistently high service levels across all • Innovation roadmap setup, leading to greater
support and enhancement activities. benefits and enhancements. Nearly 100 ideas
generated and 18 ideas implemented, worth
• Greater cost benefit due to reduction of onsite/
$75K (AUD).
offshore resource mechanism, resulting from
high efficiency and maturity of workforce. • Investments made in content specialization
and mobile initiatives.
• Automation of processes, leading to a further
reduction in offshore FTE and, in turn, • Flexible scaling of resources in accordance
increased productivity. with business need.
About Cognizant
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process out-
sourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in
Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry
and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50
delivery centers worldwide and approximately 118,000 employees as of June 30, 2011, Cognizant is a member of the
NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and
fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.
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