Leap Ahead Procurement Goes Social

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Leap Ahead Procurement Goes Social"

Transcription

1 Leap Ahead Procurement Goes Social

2 In the past five years, social media has become an integral part of the lives of people everywhere. In response, companies have been embracing social media with equal pace to more effectively engage with their customers and promote their brands and offerings. Social media has in many ways transformed companies sales, marketing and customer service organizations. Pioneering companies now increasingly recognize social media s power to improve procurement productivity, enable lower risk, more accurate decision making, and foster more robust innovation. This paper explores how the use of social media can benefit the procurement organization and offers a framework for deploying such tools to support key purchasing activities. It also examines how companies can more effectively apply social media to procurement while minimizing the inherent risks in its use.

3 Procurement, Meet Social Media Social media has already revolutionized the way people interact around the globe. Is it now positioned to dramatically change the way how the procurement function operates? We think it is, and for three key reasons: First, social media enhances the value generated by the procurement organization by making the function more productive and efficient. Second, it leads to more effective sourcing by mitigating risk and improving decision making. Finally, social media supports supplier innovation by fostering greater collaboration, crowdsourcing and transparency. Despite these benefits, few procurement divisions have adopted social media tools as an integral part of their procurement processes. That s not to say that procurement professionals are unaware of the technology. Many are sure to be active participants on Facebook, LinkedIn or Twitter and understand the power these tools have to connect people and spur collaboration. But few companies, if any, have taken the leap to make social media the de facto platform through which they manage, learn about, and interact with internal stakeholders and their company s suppliers. We at Accenture believe that social media will play a significant role in procurement What is Social Media? Social media technologies help people communicate interactively by creating, sharing, broadcasting and exchanging information in online communities and networks. Communication takes place on mobile and web-based platforms. Shared data can be analyzed to reveal previously unseen patterns about relationships and opinions, for instance. Using social media, information can be targeted toward individuals and groups with particular attributes. Social media represents a fundamental change in communication style for individuals, organizations and communities because it occurs in real-time, involves multimedia and is highly interactive. 3

4 Ways in which procurement can benefit from social media Because of its inherent ability to foster greater collaboration and facilitate the exchange of information among individuals and groups, social media has significant potential to improve the performance of the procurement organization. As illustrated in Figure 1, such improvement generally falls into three main categories: Greater productivity and more effective sourcing More robust innovation Lower-risk and more accurate decision making Boosting Productivity through Collaboration Rooms One of the biggest advantages of social media is its ability to enable people especially those who are geographically dispersed to easily make and maintain connections and exchange information with each other. In practice, this translates into a substantial reduction of the time it takes to communicate which, in turn, means much higher productivity. People spend less energy and time chasing down each other and more time actually having meaningful conversations. A Category Room is an area on the social media platform in which all relevant stakeholders and procurement professionals gather to develop a common profile for a category. By having access to ideas and information shared in a Category Room, procurement professionals no longer have to track down stakeholders for critical requirements they need to do their jobs. At the same time, stakeholders learn more quickly how to make their needs more transparent. A Category Room is also an especially effective (and inexpensive) way for distributed procurement organizations to connect their category experts to one another. It becomes much simpler to share best practices, choose common suppliers, exchange procurement strategies and discuss key contracts. Figure 1: Procurement can benefit from social media in three key ways. Social media enhances productivity through the use of online collaboration rooms. Such rooms help break down traditional organizational silos by fostering the creation of internal communities that bring together relevant participants from across the globe to discuss certain topics or address particular concerns. In a procurement setting, for instance, collaboration rooms include those dedicated to specific procurement categories ( Category Rooms, ) such as suppliers ( Supplier Rooms ) (Figure 2). Productivity Improvement Accenture Research, Innovation Performance Decision Improvement & Risk Mitigation Collaboration Rooms Open Supplier Innovation Intelligence / Analytics 4

5 Figure 2: Collaboration rooms supported by social media can dramatically enhance productivity. Social Collaboration Rooms Procurement Stakeholders Supplier A Supplier A Social Category Rooms Category 1 Supplier B Supplier X Supplier C Social Supplier Rooms Category 2 Supplier X Supplier B Supplier X Supplier Y Geography I Geography II Accenture Research, Similarly, a Supplier Room is an online location where procurement professionals can meet to discuss specific suppliers. Doing so enables procurement to determine the total volume of business (including all transactions) the company does with a supplier, review the various contracts with and discounts provided by the supplier, and identify any operational issues that need to be addressed. This helps the organization to formulate the right strategy how category managers will work with the supplier. As traditional item category borders begin to disappear, the discussions held in a Supplier Room can enable procurement to negotiate holistically with suppliers. As a side benefit, Supplier Rooms may also be used to connect directly with supplier personnel (which we describe in more detail in the following pages). Fostering Open Innovation by Engaging Suppliers Innovation has a major impact on a company s ability to achieve top-line growth and should be a concern to all procurement professionals. A key to successful innovation is bringing suppliers into the innovation process as early as possible. Social media can be a strong enabler of such integration by serving as an open innovation platform for suppliers that enables a company to manage information flows more effectively. With better information flow throughout the innovation process, collaborating partners come closer together. This platform is especially valuable in the case of complex products that require engineering from both company and supplier, as it enables product owners from both parties to jointly steer development. A social media-based open innovation platform can also streamline the overall innovation process. It can house documents and other important information so they are centrally available for easy access by innovation team members. It also can make prototype development and refinement much more efficient. For instance, important suppliers of new prototype materials can use the platform to connect with the company, and designers can monitor and change design and production processes in real time. In addition to supporting collaboration between company and supplier on company-initiated projects, social media can give suppliers a channel for posting their own innovation ideas. For example, the procurement organization could establish a crowdsourcing funnel in which suppliers could directly input their own ideas or technological innovations, as well as ideas they may jointly develop with other suppliers. Or, procurement could hold idea contests in which all suppliers are invited to post their innovative solutions to a specific problem the company faces. Participants including suppliers and other stakeholders can then evaluate these ideas and determine their viability. Since numerous stakeholders collaborate in such efforts, social media offers a way to work together more effectively. 5

6 Enhancing Decision Making with Greater Intelligence and Insight An important part of every procurement professional s job is staying up to date on relevant suppliers and their offerings. Therefore, procurement should take greater advantage of public social media networks to hear what suppliers themselves (not to mention suppliers other customers) are doing and saying. You are likely to find information and user reviews of specific products on social media, such as Twitter, Facebook, LinkedIn and the like (although subjective user ratings and perspectives should be considered supplementary information). Likewise, more and more suppliers now use social channels to highlight their perspectives on relevant industry issues, announce new capabilities, inform the community of market expansion plans and communicate special deals and promotions. Such information can be particularly helpful to a company that is examining and auditing complex supplier networks and supply chains. It can be integrated with traditional data gleaned from commodity and raw materials price indexes to provide a more complete picture of supply markets. By using social media in this way, procurement professionals can not only reduce the risk in purchasing decisions but also lower the cost of goods sold. The information generated, collected and stored on social media platforms is a gold mine of insights that can enable procurement to vastly improve demand planning. By using analytics to tap into that gold mine, procurement professionals can discover previously unseen patterns of behavior, expertise, performance and demand and respond accordingly. For instance, analysis can reveal actual demand or more accurately predict future demand so procurement can make informed decisions about what to buy, how much, and from which suppliers. The Procurement Social Analytics Portal We imagine all of these social media collaboration innovations to become accessible through a single point of entry, which we call the Social Analytics portal. Accenture research anticipates that within a few years the foundation of this portal will be one focal cloud-based tool in which transactions among various suppliers and buyers are handled. Each participating user will have a Facebooklike profile through which he or she provides job-relevant information and interacts with other users (via such activities as chatting and video conferencing). Similar to some retail shopping sites, the portal will make available product reviews, feedback and comments for each product, as well as information on what buyers have purchased and recommend, and supplier ratings and likes. Because the entire purchasing process will be executed via the portal, payment and dispute management will also be conducted in the system using social components. 6

7 The Social Analytics portal brings together traditional purchasing with social media and analytics. 7

8 Composite Case Study: Applying Social Media to Procurement at Sportive Inc. To illustrate how social media can become an integral part of a procurement strategy, we present the experience of a composite case-study company. Let s call this medium-sized maker of sporting goods Sportive Inc. Sportive has three business units: heritage, leisure and performance. Each of those units markets shoes, clothing and accessories, among other things, and each has its own independent purchasing function. The company purchases semifinished products from a variety of suppliers, choosing to only make custom-fit products onsite. Under the critical public eye, Sportive has to pay close attention to working conditions at all of its suppliers. To improve the efficiency and overall performance of its procurements operations, Sportive decided to adopt a procurement social media platform. It did so in three phases (Figure 3). Phase 1 Social Engagement In the social engagement phase, the company focused on opening up new ways for its three procurement organizations to communicate with one another and with external experts to share knowledge and cooperate on various activities. It established Category Rooms where purchasers formed expert groups and internal communities on various product categories. In those rooms, they exchanged ideas on frame contracts, pricing, discounts and general knowledge about substitute products. In addition, Supplier Rooms were dedicated to specific suppliers so that business units that had negotiated separately came together. Groups participating in Supplier Rooms discussed topics ranging from pricing and supplier promotions to the performance of various suppliers. Through the discussions, the company found out that prices in the three business units for the same items were different. Such intelligence ultimately enabled the company to standardize its prices and products and to more easily add new product categories. Phase 2 Social Intelligence As Sportive s social media procurement platform matured, the company increasingly gathered external information on suppliers, products and demand. This led to Phase 2 of the initiative, which we call the social intelligence phase. In this phase, strategic purchasers were given a search tool that enabled them to see relevant information about suppliers on a given topic derived from social media sources such as Twitter, Tumblr and Facebook. Called a social supplier intelligence crawler tool, the crawler helped Sportive keep effective controls on suppliers. The company did not want to face a tarnished reputation due to problems in its suppliers factories, such as attempts to falsify compliance with established working conditions. As it searches conversations across social channels, the crawler highlights negative feedback and mentions of problems with suppliers and their own suppliers. If an issue arises, Sportive can now take action much faster. The crawler also uncovers publicly known disruptions in the supply chain, such as riots in a supplying country or a volcano eruption making deliveries impossible. This information can be fed into the planning process and reviewed in light of promotions that suppliers were offering. To complement the supplierintelligence crawler, Sportive introduced a new social product intelligence tool to gather qualitative product information from social media channels. This information included feedback from other procurement professionals on specific products, comments on product quality and communications about special deals and promotions. With these two tools, Sportive achieved greater transparency into its supply network as well as a reduction in procurement spend primarily due to fewer purchases of items with quality issues. The final capability developed in Phase 2 was social demand management, which used an analytics crawler that monitors social media channels for any internal company feedback on a product that could alter demand. For instance, with the help of the company s internal social media platforms, procurement professionals can learn that R&D is requiring a new type of material for a new product. This intelligence enables procurement to proactively identify suppliers, analyze the supplier market, and prepare for supplier ratings and requests for information well before R&D officially 8

9 requests the material. By helping professionals anticipate what will be needed, the analytics tool has increased the time to market for new products and significantly boosted sales at Sportive. Phase 3 The final step in Sportive s adoption of social media, Phase 3, was designed to integrate external partners into the company s social media approach to both improve the negotiation process as well as boost Sportive s innovation efforts. To that end, the company first established a social-aided tender room in which the company and suppliers handled proposals. This room helped eliminate some of the common challenges that arose during proposal development. For example, when creating a proposal, suppliers usually have many of the same questions. Often, those questions had to be forwarded to experts, which led to delays. Sometimes, questions might not be answered comprehensively or sufficiently, and as a result, the quality and completeness of proposals could vary from supplier to supplier, depending on how its questions were answered. In some cases, only a few proposals were good enough for consideration. With the socialaided tender session room, all questions are posted to the chat board for every involved supplier to see, and all suppliers remained anonymous to each other throughout the process. Similarly, experts who participate in the session post their answers to the questions for the whole group, so all suppliers are getting the same answer to common questions. With the help of social media, Sportive has increased the transparency of negotiations, improved the efficiency of the tender process, boosted the number of quality proposals and achieved significant cost savings. The final piece of the puzzle was the implementation of Sportive s social open supplier innovation platform. The company used this platform to help develop a new product that connected mobile phones to a sensor in a person s clothing. The success of the product depended on deeply involving several key suppliers in the innovation process. Using the social-based platform, Sportive and its suppliers could easily share documentation, interface descriptions and design proposals, as well as share ideas online. They also used the platform to jointly solve problems despite being located in different parts of the world. In addition, the prototyping process, which is typically time-consuming, was streamlined by having all relevant information and contacts (in the form of social media profiles) on the platform and connecting all stakeholders to the process via dedicated groups and product rooms. Figure 3: The vision: Applying social media to procurement. Integrated Environment Analytics Portal Open Supplier Innovation Phase 3: Social Innovation Category Rooms Social-aided tenders Phase 1: Social Engagement Demand Intelligence Supplier Rooms Phase 2: Social Intelligence Production Intelligence Supplier Intelligence Accenture Research,

10 Moving Forward: Keys to Success The Sportive example illustrates the tremendous potential social media has to improve the performance of the procurement organization. But it also shows how social media represents a massive change in how procurement professionals work. These changes mean companies should keep a few key points in mind to enhance their chances for success: Right Strategy Social media in procurement should always be a part of a larger digital strategy. At the most basic level, the digital strategy must explain which social media tools and platforms the company will use in its processes and internal communication and how the company will use them. Because the greatest benefit from social media is gained when as many people as possible use the same or compatible platforms, procurement should adopt the same tools and platforms the wider organization is employing. Right Change Agenda Some employees might not be familiar with social media, or at least with its more robust capabilities beyond liking and friending on Facebook. Thus, companies must communicate to all employees on how their jobs will change, train them on new ways of working and provide proper incentives for them to adopt the desired behavior. Importantly, training should cover common rules, guidelines and communication risks associated with social media. Right Technology and Platforms Procurement must be closely interlinked with those in the company responsible for maintaining the corporation s social media tools and platforms. This may include the marketing organization, human resources, IT, or some combination of the three. In particular, procurement should keep close ties with IT to encourage technical developers to innovate continuously, in line with procurement s needs. They must also ensure that data and information flows are 100 percent secure. Right Training and Awareness Users need to understand the advantages and risks of using social networks and need to know how to work and behave in such an environment. Social media makes information available to large groups of people instantly, so the risk of employees publishing incorrect, confidential or inappropriate information and materials must be addressed through comprehensive training, communication and clear policies and guidelines. This risk will likely diminish as people become more comfortable with the tools and learn how to navigate social media as part of their daily routines. 10

11 Conclusion Procurement will undoubtedly benefit from the social media revolution. It will enable companies to reduce overhead costs through enhanced productivity and efficiency, reduce COGS and overhead from better decision making, and achieve greater topline growth via more robust innovation. Putting the concepts discussed into practice will not happen overnight, of course. Just as with any disruptive innovation, companies are bound to experience initial obstacles with the technology, regulations and with user acceptance. However, addressing these obstacles through the right strategy, approach and commitment will lead to vastly expanded capabilities in the procurement domain and in turn a procurement organization that is well positioned for helping the enterprise reach its digital potential.

12 About Accenture Accenture is a global management consulting, technology services and outsourcing company, with more than 293,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, Its home page is This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative. About the Authors Daniel Vollath Managing Director Accenture Strategy Sourcing & Procurement Vincent Gressieker Manager Accenture Strategy Sourcing & Procurement Robert Hartmann Consultant Accenture Strategy Sourcing & Procurement Copyright 2014 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

Tapping the benefits of business analytics and optimization

Tapping the benefits of business analytics and optimization IBM Sales and Distribution Chemicals and Petroleum White Paper Tapping the benefits of business analytics and optimization A rich source of intelligence for the chemicals and petroleum industries 2 Tapping

More information

Accenture Sustainability Performance Management. Delivering Business Value from Sustainability Strategy

Accenture Sustainability Performance Management. Delivering Business Value from Sustainability Strategy Accenture Sustainability Performance Management Delivering Business Value from Sustainability Strategy Global executives are as committed as ever to sustainable business. Yet, executing a sustainability

More information

Data Management Emerging Trends. Sourabh Mukherjee Data Management Practice Head, India Accenture

Data Management Emerging Trends. Sourabh Mukherjee Data Management Practice Head, India Accenture Data Management Emerging Trends Sourabh Mukherjee Data Management Practice Head, India Accenture Data has always been an important asset for companies as it is the basis for making business decisions.

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance

Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance This large global manufacturer is a leader in the agricultural and construction businesses. In

More information

Building the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR

Building the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR Building the Digital HR Organization Accenture and SuccessFactors on the changing nature of HR More than ever, HR has to contend with changing business demands and an evolving workforce. At the same time,

More information

Transforming Sales and Service with a Mobile-First Strategy. How to use mobility s unique capabilities for competitive advantage

Transforming Sales and Service with a Mobile-First Strategy. How to use mobility s unique capabilities for competitive advantage Transforming Sales and Service with a Mobile-First Strategy How to use mobility s unique capabilities for competitive advantage Overview The proliferation of digital capabilities and convergence of social,

More information

Accenture Technology Consulting. Clearing the Path for Business Growth

Accenture Technology Consulting. Clearing the Path for Business Growth Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers

More information

Consumer Goods and Services

Consumer Goods and Services Accenture Risk Management Industry Report Consumer Goods and Services 2011 Global Risk Management Point of View Consumer Goods and Services 2011 Global Risk Management Point of View Consumer Goods and

More information

SCALABLE ENTERPRISE CRM SERVICES

SCALABLE ENTERPRISE CRM SERVICES SCALABLE ENTERPRISE CRM SERVICES Scalable Systems Email: info@scalable-systems.com A majority of customer relationship management solutions have been designed and tested to solve yesterday's problems and

More information

Growing the Digital Business: Spotlight on Mobile Apps. Accenture Mobility Research 2015

Growing the Digital Business: Spotlight on Mobile Apps. Accenture Mobility Research 2015 Growing the Digital Business: Spotlight on Mobile Apps Accenture Mobility Research 2015 Introduction 2 In the past five years, companies have spent considerable time, money and attention developing mobile

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

Accenture Procurement BPO Services

Accenture Procurement BPO Services Business Process Outsourcing Accenture Procurement BPO Services Generating value, reducing costs and driving high performance through procurement outsourcing Research shows that companies that are mastering

More information

2014 State of B2B Procurement Study:

2014 State of B2B Procurement Study: Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape

More information

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened

More information

Optimizing government and insurance claims management with IBM Case Manager

Optimizing government and insurance claims management with IBM Case Manager Enterprise Content Management Optimizing government and insurance claims management with IBM Case Manager Apply advanced case management capabilities from IBM to help ensure successful outcomes Highlights

More information

Social BPM Engaging People in Value-driven BPM

Social BPM Engaging People in Value-driven BPM Social BPM Engaging People in Value-driven BPM Introduction What Is Social BPM? Social business process management (social BPM) is an emerging concept that marries the flexibility and pervasiveness of

More information

Accenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud

Accenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on the

More information

Accenture CAS: Solution Implementation Making change happen

Accenture CAS: Solution Implementation Making change happen Accenture CAS: Solution Implementation Making change happen Rooted in a strong culture of client service and success, our smart, committed and experienced professionals collaborate as global teams to create

More information

Developing an IT agenda to position the business for the future

Developing an IT agenda to position the business for the future IT Strategy Developing an IT agenda to position the business for the future IT leaders are accustomed to the balancing act between evolving business needs and demands to squeeze more value out of limited

More information

Getting a Grip on Tail Spend. by Ralf Mägerle, Kyle Rosenthal, Christian Meyer

Getting a Grip on Tail Spend. by Ralf Mägerle, Kyle Rosenthal, Christian Meyer Getting a Grip on Tail Spend by Ralf Mägerle, Kyle Rosenthal, Christian Meyer Sourcing and procurement organizations are under pressure like never before. Not only are they responsible for purchasing at

More information

Digital Acceleration Center Singapore. Inspire. Envision. Transform

Digital Acceleration Center Singapore. Inspire. Envision. Transform Digital Acceleration Center Singapore Inspire. Envision. Transform Responding to what s ahead. Faster. Digital is nothing short of a revolution. With technology lifecycles reducing and an increasingly

More information

Accenture Advanced Enterprise Performance Management Solution for Oracle

Accenture Advanced Enterprise Performance Management Solution for Oracle Accenture Advanced Enterprise Performance Management Solution for Oracle Getting back to the business of business: use Oracle-based solutions to exploit today s insight and fuel tomorrow s business success

More information

Big Success With Big Data Executive Summary. Big Success with Big Data 1

Big Success With Big Data Executive Summary. Big Success with Big Data 1 Big Success With Big Data Executive Summary Big Success with Big Data 1 2 Big Success with Big Data In organizations that are using big data today, users report overwhelming satisfaction with their results,

More information

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey Claims 2.0: Rethinking High Performance in Claims White Paper Changing Channels Accenture Multi-Channel Distribution Insurance Consumer Survey Effective multi-channel distribution: the solution to an ever-changing

More information

Empowering Agents to Employ Digital as a Competitive Weapon

Empowering Agents to Employ Digital as a Competitive Weapon Empowering Agents to Employ Digital as a Competitive Weapon 2 Empowering Agents to Employ Digital as a Competitive Weapon For most personal lines insurers, agents bring a hands-on advisory role that can

More information

Embracing SaaS: A Blueprint for IT Success

Embracing SaaS: A Blueprint for IT Success Embracing SaaS: A Blueprint for IT Success 2 Embracing SaaS: A Blueprint for IT Success Introduction THIS EBOOK OUTLINES COMPELLING APPROACHES for CIOs to establish and lead a defined software-as-a-service

More information

Accenture Interactive Joint Point of View with Adobe. Making it Relevant Optimizing the Digital Marketing Experience

Accenture Interactive Joint Point of View with Adobe. Making it Relevant Optimizing the Digital Marketing Experience Accenture Interactive Joint Point of View with Adobe Making it Relevant Optimizing the Digital Marketing Experience Making it Relevant Optimizing the Digital Marketing Experience Digital is no longer a

More information

Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service

Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Winning the War in the Store by Optimizing Field-based Sales Activities 2 The external environment

More information

Where the cool things are

Where the cool things are Your business is changing at a faster pace than ever before. Has your HR operating model HR s blueprint or organizing strategy kept up? Based on Accenture s research and experience, as well as the ongoing

More information

Strategy Digital Technology Operations. Accenture Mortgage Cadence Guide for Marketing Mortgages to Millennials

Strategy Digital Technology Operations. Accenture Mortgage Cadence Guide for Marketing Mortgages to Millennials Strategy Digital Technology Operations Accenture Mortgage Cadence Guide for Marketing Mortgages to Millennials Overview What if everything you knew about mortgage marketing was about to change? 86 million

More information

Accenture Life Sciences Cloud for Commercial Services

Accenture Life Sciences Cloud for Commercial Services Accenture Life Sciences Rethink Reshape Restructure...for better patient outcomes Accenture Life Sciences Cloud for Commercial Services Powered by Salesforce.com A unique set of cloud-based capabilities

More information

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms GUIDE Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth management firms that embrace social media can

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

Achieving high performance with Accenture Utilities Business Process Outsourcing Services

Achieving high performance with Accenture Utilities Business Process Outsourcing Services Achieving high performance with Accenture Utilities Business Process Outsourcing Services Introduction Utility companies around the world are looking for ways to respond to industry and market changes,

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

G-Cloud IV Framework Service Definition Accenture Web Application Security Scanning as a Service

G-Cloud IV Framework Service Definition Accenture Web Application Security Scanning as a Service G-Cloud IV Framework Service Definition Accenture Web Application Security Scanning as a Service 1 Table of contents 1. Scope of our services... 3 2. Approach... 4 a. HealthCheck Application Scan... 4

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

Talent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits

Talent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits Talent & Organization Organization Change Driving successful change to deliver improved business performance and achieve business benefits Accenture Organization Change Distinctive solutions for transformational,

More information

Accenture Risk Management. Industry Report. Life Sciences

Accenture Risk Management. Industry Report. Life Sciences Accenture Risk Management Industry Report Life Sciences Risk management as a source of competitive advantage and high performance in the life sciences industry Risk management that enables long-term competitive

More information

Creating a supply chain control tower in the high-tech industry

Creating a supply chain control tower in the high-tech industry Creating a supply chain control tower in the high-tech industry Creating a supply chain control tower in the high-tech industry A supply chain control tower gives high-tech leaders the ability to create

More information

2015 North America Consumer Digital Banking Survey for Lenders. Mortgage Lending Shaped by the Customer

2015 North America Consumer Digital Banking Survey for Lenders. Mortgage Lending Shaped by the Customer 2015 North America Consumer Digital Banking Survey for Lenders Mortgage Lending Shaped by the Customer Home mortgage lending in North America continues to be lucrative and highly competitive, even more

More information

Trends and Drivers. Global Order Management and Master Data Management

Trends and Drivers. Global Order Management and Master Data Management Trends and Drivers Global Order Management and Master Data Management Table of contents Trends and Drivers Master Data Management Trends and Drivers Global Order Management Page 2 Multiple MDM Domains

More information

Accenture CAS: Trade Promotion Optimization

Accenture CAS: Trade Promotion Optimization Accenture CAS: Trade Promotion Optimization Develop winning promotions Understanding the market Increasingly, retailers and manufacturers expect more from their trade promotions: more sales, profitability

More information

Great Analytics start with a Great Question

Great Analytics start with a Great Question Great Analytics start with a Great Question Analytics must deliver business outcomes - otherwise it s just reporting 1 In the last five years, many Australian companies have invested heavily in their analytics

More information

Customer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart

Customer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart Customer Relationship Management for Chemicals Using segmentation as a catalyst to become customer smart Building leaner, more cost-effective businesses has become standard industry practice for chemical

More information

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel

More information

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE KEY FEATURES Global social media, web, and news feed data Market-leading listening quality Automatic categorization Configurable dashboards, drill-down

More information

Business Process Outsourcing. Finding the Right Business Process Outsourcing Opportunities to Achieve High Performance

Business Process Outsourcing. Finding the Right Business Process Outsourcing Opportunities to Achieve High Performance Business Process Outsourcing Finding the Right Business Process Outsourcing Opportunities to Achieve High Performance Between 2011 and 2013 the global Business Process Outsourcing (BPO) market is projected

More information

Accenture Software for Life and Annuity. Achieving high performance through faster time to market, increased agility and improved cost control

Accenture Software for Life and Annuity. Achieving high performance through faster time to market, increased agility and improved cost control Accenture Software for Life and Annuity Achieving high performance through faster time to market, increased agility and improved cost control Accenture Software for Life and Annuity offers strategic solutions

More information

What s Trending in Analytics for the Consumer Packaged Goods Industry?

What s Trending in Analytics for the Consumer Packaged Goods Industry? What s Trending in Analytics for the Consumer Packaged Goods Industry? The 2014 Accenture CPG Analytics European Survey Shows How Executives Are Using Analytics, and Where They Expect to Get the Most Value

More information

Wealth and Asset Management Services Spotlight. Redefining the Wealth Management Client Onboarding Experience

Wealth and Asset Management Services Spotlight. Redefining the Wealth Management Client Onboarding Experience Wealth and Asset Management Services Spotlight Redefining the Wealth Management Client Onboarding Experience Why is Client Onboarding an Imperative? As competition in the wealth management industry becomes

More information

Achieving High Performance with Accenture Business Process Outsourcing

Achieving High Performance with Accenture Business Process Outsourcing About Accenture Accenture is a global management consulting, technology services and outsourcing company, with more than 249,000 people serving clients in more than 120 countries. Combining unparalleled

More information

Accenture Life Sciences Rethink Reshape Restructure for better patient outcomes. Accenture Accelerated R&D Services Overview

Accenture Life Sciences Rethink Reshape Restructure for better patient outcomes. Accenture Accelerated R&D Services Overview Accenture Life Sciences Rethink Reshape Restructure for better patient outcomes Accenture Accelerated R&D Services Overview 1 The first fully-integrated, technology-enabled, global business service that

More information

Accenture Advanced Enterprise Performance Management Solution for SAP

Accenture Advanced Enterprise Performance Management Solution for SAP Accenture Advanced Enterprise Performance Management Solution for SAP Helping oil and gas companies exploit today s insight and fuel tomorrow s high performance In the recent Accenture High Performance

More information

Accenture Insurance. Are you getting the most value from your policy administration investment?

Accenture Insurance. Are you getting the most value from your policy administration investment? Accenture Insurance Are you getting the most value from your policy administration investment? Most Property & Casualty (P&C) insurers now view replacing or modernizing their policy administration system

More information

Workforce Optimization Solution Capacity Planning for Policing Tool

Workforce Optimization Solution Capacity Planning for Policing Tool Workforce Optimization Solution Capacity Planning for Policing Tool Enabling Evidence-Based Resource Planning & Modeling Police departments worldwide are facing mounting demands from citizens and governments

More information

Harness the Power of Partnership Everything is possible when you have the right partner.

Harness the Power of Partnership Everything is possible when you have the right partner. Technology Success Accelerate Harness the Power of Partnership Everything is possible when you have the right partner. Avnet Technology Solutions, Americas Intelligent Collaboration Disruptive technologies

More information

Analytics: A Requirement for High Performance Mastering the Art and Science of Smart Decision Making

Analytics: A Requirement for High Performance Mastering the Art and Science of Smart Decision Making Analytics: A Requirement for High Performance Mastering the Art and Science of Smart Decision Making More than ever, companies need timely, in-depth insights if they are to remain competitive globally.

More information

Accenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance

Accenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance Accenture and Salesforce.com Delivering enterprise cloud solutions that help accelerate business value and enable high performance 1 Businesses and governments around the world are increasingly adopting

More information

High Performance BPO and the Value Multiplier Effect. Cras venenatis, est ac euismod viverra

High Performance BPO and the Value Multiplier Effect. Cras venenatis, est ac euismod viverra High Performance BPO and the Value Multiplier Effect Cras venenatis, est ac euismod viverra 1 Automation, analytics and talent are driving greater value in today s BPO. The Accenture 2015 High Performance

More information

Stand on the Sidelines, or Boost Competitiveness?

Stand on the Sidelines, or Boost Competitiveness? Stand on the Sidelines, or Boost Competitiveness? How to Make Bold Moves on the New Insurance Playing Field By Ravi Malhotra The insurance playing field will look dramatically different in a digitally

More information

Accenture CAS: Retail Execution Create stronger customer connections

Accenture CAS: Retail Execution Create stronger customer connections Accenture CAS: Retail Execution Create stronger customer connections Understanding the market In an age of see it, buy it consumer activity, one of the biggest challenges facing today s business is shelf

More information

Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs

Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs 2 Accenture Warranty Optimization Services: Gaining Control Over Warranty Costs The numbers are compelling: On average,

More information

Customer centricity drives business value

Customer centricity drives business value Customer centricity drives business value Integrated business services models organize around the customer in three key ways: they focus on customer outcomes; they measure success in terms of those outcomes;

More information

The Digital Disruption in Banking

The Digital Disruption in Banking 2014 North America Consumer Digital Banking Survey The Digital Disruption in Banking Demons, demands, and dividends While many North American banks have been able to retain their customers through traditional

More information

Talent & Organization. Change Management. Driving successful change and creating a more agile organization

Talent & Organization. Change Management. Driving successful change and creating a more agile organization Talent & Organization Change Management Driving successful change and creating a more agile organization 2 Organizations in both the private and public sectors face unprecedented challenges in today s

More information

Accenture: Digitizing Internal Audit

Accenture: Digitizing Internal Audit Accenture: Digitizing Internal Audit 2 The Internal Audit function at Accenture is essential for identifying and assessing financial, operational, and technology risks and controls. As Accenture has expanded

More information

Gain a new perspective on your digital customer experience and get closer to what matters

Gain a new perspective on your digital customer experience and get closer to what matters Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually

More information

Making the Internet Business-Ready

Making the Internet Business-Ready Making the Internet Business-Ready If you ve ever shopped online, downloaded music, watched a web video or connected to work remotely, you ve probably used Akamai. Our solutions help to deliver the best

More information

Vehicle Manufacturer Propels Customer Engagement with Digital Marketing Solutions Insights

Vehicle Manufacturer Propels Customer Engagement with Digital Marketing Solutions Insights Customer Solution Case Study Vehicle Manufacturer Propels Customer Engagement with Digital Marketing Solutions Insights Overview Country or Region: United States Industry: Manufacturing Farm and recreational

More information

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits eguide eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits A guide on the benefits of using

More information

Accenture Broadcast Services innovative design translates Accenture s video infrastructure into a global broadcast communications capability

Accenture Broadcast Services innovative design translates Accenture s video infrastructure into a global broadcast communications capability Accenture Broadcast Services innovative design translates Accenture s video infrastructure into a global broadcast communications capability Client profile Accenture is an organization that pushes the

More information

Boosting Business Agility through Software-defined Networking

Boosting Business Agility through Software-defined Networking Executive Summary: Boosting Business Agility through Software-defined Networking Completing the last mile of virtualization Introduction Businesses have gained significant value from virtualizing server

More information

Mobile Ticketing for Public Transportation: Convenience, Efficiency, and Revenue

Mobile Ticketing for Public Transportation: Convenience, Efficiency, and Revenue Mobile Ticketing for Public Transportation: Convenience, Efficiency, and Revenue 2 Introduction Today s consumers perform a wide array of transactions and tasks using their Web-enabled mobile phones, from

More information

Top 5 Transformative Analytics Applications in Retail

Top 5 Transformative Analytics Applications in Retail Top 5 Transformative Analytics Applications in Retail Learn how you can boost your bottom line and acquire engaged, happy customers with actionable insight from the world s most comprehensive analytics

More information

QUICK FACTS. Implementing Business Intelligence and Retail Signal Solutions for Sony PlayStation TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Implementing Business Intelligence and Retail Signal Solutions for Sony PlayStation TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Manufacturing, Data Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Video and computer entertainment Global Revenue: $77.58 billion Employees: More than 162,000

More information

Three things managers must do to make the most of cognitive computing by Ryan Shanks, Sunit Sinha and Robert J. Thomas

Three things managers must do to make the most of cognitive computing by Ryan Shanks, Sunit Sinha and Robert J. Thomas Managers and machines, unite! Three things managers must do to make the most of cognitive computing by Ryan Shanks, Sunit Sinha and Robert J. Thomas Intelligent machines are poised to dramatically shift

More information

Accenture and Moven Join Forces to Transform Digital Banking Solutions

Accenture and Moven Join Forces to Transform Digital Banking Solutions Accenture and Moven Join Forces to Transform Digital Banking Solutions Joining Forces with Fintech Disruptors to Transform Digital Banking Solutions Accenture & Moven Partnership Digital Disruption is

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Accenture Human Capital Management Solutions. Transforming people and process to achieve high performance

Accenture Human Capital Management Solutions. Transforming people and process to achieve high performance Accenture Human Capital Management Solutions Transforming people and process to achieve high performance The sophistication of our products and services requires the expertise of a special and talented

More information

Content is essential to commerce

Content is essential to commerce Content is essential to commerce IBM ECM helps organizations improve the efficiency of buy, market, sell and service processes Highlights: Analyze customer and operational data and build business processes

More information

Capital Markets Report

Capital Markets Report Accenture 2014 High Performance Finance Study Capital Markets Report GROWTH REALIGNMENT INTEGRATION INTRODUCTION Capital markets institutions have been hit hard by the financial crisis, and face the challenge

More information

Managing Brands for Maximum Profit: A Guide to Brand Asset Management Solutions

Managing Brands for Maximum Profit: A Guide to Brand Asset Management Solutions Managing Brands for Maximum Profit: A Guide to Brand Asset Management Solutions Managing Brands for Maximum Profit executive summary In today s competitive global marketplace, enterprise brand managers

More information

Creating a Mine Value Agenda. A high performance approach to planning

Creating a Mine Value Agenda. A high performance approach to planning Creating a Mine Value Agenda A high performance approach to planning Mining companies spend a great deal of time and energy on planning determining how to get the commodity out of the ground, process it

More information

The Accenture Innovation Index

The Accenture Innovation Index The Accenture Innovation Index 2013: Key Findings Innovation enables businesses to be more productive, efficient and grow faster, resulting in competitive economies. These economies respond better to change,

More information

Reduce your markdowns. 7 ways to maintain your margins by aligning supply and demand

Reduce your markdowns. 7 ways to maintain your margins by aligning supply and demand Reduce your markdowns 7 ways to maintain your margins by aligning supply and demand On average, On average, Step off the high-volume, low-price treadmill Browse through any online store or shopping mall

More information

Technology. Accenture Network Technology Services

Technology. Accenture Network Technology Services Technology Accenture Network Technology Services 2 Accenture helps clients achieve high performance with endto-end network solutions that drive agility, productivity and efficiency. Today s CIOs are driven

More information

An Enterprise Resource Planning Solution (ERP) for Mining Companies Driving Operational Excellence and Sustainable Growth

An Enterprise Resource Planning Solution (ERP) for Mining Companies Driving Operational Excellence and Sustainable Growth SAP for Mining Solutions An Enterprise Resource Planning Solution (ERP) for Mining Companies Driving Operational Excellence and Sustainable Growth 2013 SAP AG or an SAP affi iate company. All rights reserved.

More information

Accenture Credit Services. Mortgage lending within the Everyday Bank. From transactions to relationships

Accenture Credit Services. Mortgage lending within the Everyday Bank. From transactions to relationships Accenture Credit Services Mortgage lending within the Everyday Bank From transactions to relationships Digital innovators and disruptors continue to shape customer preferences for banking. In a recent

More information

Capturing Meaningful Competitive Intelligence from the Social Media Movement

Capturing Meaningful Competitive Intelligence from the Social Media Movement Capturing Meaningful Competitive Intelligence from the Social Media Movement Social media has evolved from a creative marketing medium and networking resource to a goldmine for robust competitive intelligence

More information

GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices

GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices The Net Promoter Score: A low cost, high impact way to analyze customer voices GE Capital s Net Promoter survey

More information

Streamline EDI Using A Managed Service

Streamline EDI Using A Managed Service Streamline EDI Using A Managed Service Simplifying Electronic Data Interchange Research Perspective Sponsored by Aligning Business and IT To Improve Performance Ventana Research 2603 Camino Ramon, Suite

More information

A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Collaboration Frontier: An Integrated Experience

A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Collaboration Frontier: An Integrated Experience A Forrester Consulting Thought Leadership Paper Commissioned By AT&T August 2013 Table Of Contents Executive Summary... 2 The Profile Of Respondents Is Across The Board... 3 Investment In Collaboration

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER

ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER EXECUTIVE SUMMARY For a growing number of consumers, social media is the preferred means of gathering product information and interacting

More information

How high velocity enterprises are changing the game. Powered by a new role for their enterprise systems

How high velocity enterprises are changing the game. Powered by a new role for their enterprise systems How high velocity enterprises are changing the game Powered by a new role for their enterprise systems 2 How high velocity enterprises are changing the game Contents How high velocity enterprises are changing

More information

SAP CRM Upgrades with Accenture. Creating a value-based approach for your SAP CRM upgrade to drive high performance

SAP CRM Upgrades with Accenture. Creating a value-based approach for your SAP CRM upgrade to drive high performance SAP CRM Upgrades with Accenture Creating a value-based approach for your SAP CRM upgrade to drive high performance To achieve and sustain high performance, organizations today must maintain a strong customer-centric

More information

Global Sourcing. Conquer the Supply Chain with PLM and Global Sourcing Solutions. Visibility Planning Collaboration Control

Global Sourcing. Conquer the Supply Chain with PLM and Global Sourcing Solutions. Visibility Planning Collaboration Control ENOVIA Global Sourcing Conquer the Supply Chain with PLM and Global Sourcing Solutions Visibility Planning Collaboration Control Direct materials sourcing (DMS) is seen as not just an important technology

More information

Driving Operations through Better, Faster Decision Making

Driving Operations through Better, Faster Decision Making Driving Operations through Better, Faster Decision Making Driving Operations through Better, Faster Decision Making Operations faces increasing pressure from all sides. Picky customers know that your competitors

More information