HCL: Fresh thinking promises higher returns for expanding IT outsourcer

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Moving its worldwide network to BT IP Connect global has seen HCL reduce cost and complexity and open new revenue streams

Problems of growth are preferable to problems of the opposite kind; but they’re still problems. So when you’re a fast-growing IT outsourcing company, and yet every new customer adds network cost and complexity, you could end up facing challenges.

Against that background, Manpreet Singh Khurana wanted to put his company on the front foot. He chose partnership with BT Global Services for global reach across 200 countries, alongside an in-country Indian service provider for local presence. That’s created a common platform that not only supports continued HCL expansion worldwide, but also offers new revenue opportunities.

By moving to a managed network service we’ve chosen a partner for a key element of our offer, and we’ve got absolute confidence that BT Global Services will help us deliver on our promises.”
- Manpreet Singh Khurana, Vice President – Global IT and Telecom HCL


HCL is a global technology enterprise offering an integrated portfolio including software-led IT solutions and remote infrastructure management services. One of the world’s fastest-growing IT companies, with over 500 clients, HCL is headquartered in India with 93,000 staff operating in 31 countries. A key growth area is transformational outsourcing.

However, rapid expansion can bring its own problems. Manpreet Singh Khurana, vice president for Global IT and Telecom at HCL, explains: “We had tended to build individual networks on a piecemeal basis, resulting in a complex mesh of competing communication technologies.” The situation was getting worse with every new outsourcing customer acquired, because their assets invariably needed to be absorbed into the HCL infrastructure. “The resulting complexity was not sustainable, either financially or operationally,” adds Manpreet.

The company decided to replace this mixed environment with an enterprise-wide backbone. The objective was to reduce the cost of doing business while creating a common services platform that would support future business growth.


HCL issued an RFP and carried out a stringent points-based evaluation process, from which two network partners were chosen – Tata Communications for the Indian sub-continent and BT Global Services for the rest of the world. A key decision factor was the BT Connect intelligent network services portfolio, available in nearly 200 countries and offering speeds up to 1Gbps with Ethernet connectivity options.

The network rollout was staged to allow for full operational testing of voice, data, and video applications in all main theatres of operation. The project commenced with a nine-month trial across 10 locations: one in the UK, three in the United States, and six in India. That enabled HCL and BT to refine service delivery processes, capture best practice, and verify the business benefits.

“The trial phase was an essential first step, from which we learned a lot prior to full deployment,” explains Manpreet Singh Khurana. “BT showed a great willingness to customise its network to overcome integration issues. That was vital as we planned to migrate our entire customer base onto the new platform. We couldn’t afford to experience any service problems.”

Full scale rollout followed and the BT IP Connect global network now serves 34 locations worldwide, carrying a blend of corporate data, voice, and video traffic including services for HCL and 25 of its customers.


The BT IP Connect global network platform has created the desired common services platform, reducing the complexity and operational costs associated with network management while enabling end-to-end service level agreement. “Moving to a dual vendor rather than a multivendor environment has inherent advantages in reducing the contractual overheads of supplier management,” says Manpreet. “Along with improved cost control, that’s enabling substantial savings.”

Another advantage is that the total technology refresh opened up the addressable market and created opportunities for new revenue streams from the HCL installed base. For example, once a customer has moved to the all-IP HCL platform, new services such as voice over IP and video conferencing can be more easily introduced.

HCL has already taken advantage of this internally by routing its corporate international voice traffic across the BT IP Connect global network. This fully-customised BT managed voice solution for HCL comprises a blend of BT One Voice and BT Inbound Connect global, supporting 575 voice communication channels. Inbound and outbound international voice traffic carried over the BT IP Connect network is now routed via BT aggregation points in Singapore, the US and the UK.

In a further evolution, BT now provides a range of managed video conferencing services to HCL. Part of the BT One Collaborate portfolio these include Video Bridging, Global Video Exchange, and three fully-equipped Telepresence studios delivered by BT as a managed service. More than 200 video end points worldwide mean HCL people can quickly and easily set up video sessions with colleagues and clients. Traffic is cost effectively routed over the BT IP Connect network.

“With Telepresence we can have virtual face-to-face meetings,” confirms Manpreet Singh Khurma. “BT video conferencing services are really helping us improve business efficiency, speed decision-making, reduce cost and operate in a more sustainable way.”

Looking to the future, the worldwide BT footprint will enable HCL to track its customers’ expansion plans in emerging markets – helping them generate more business faster. “In many ways BT and HCL have complementary skills and services,” concludes Manpreet. “We’re continually working together on new sales opportunities and, as our solution sets become more closely aligned, I’m sure even greater value will be generated for both organisations.”

Core Services

  • BT IP Connect global
  • BT One Voice
  • BT Inbound Contact global
  • BT One Collaborate with TelePresence as a managed service, Video Bridging and Global Video Exchange



HCL IP case study

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