Accenture Field Force Transformation

Size: px
Start display at page:

Download "Accenture Field Force Transformation"

Transcription

1 Accenture Field Force Transformation

2 What holds your field service workers back? Overcoming Frequent Field Force Challenges Many organizations have invested in office-based workforce management systems to automate work allocation, asset management, and customer service and billing. Too often, however, field force workers cannot access this information from the field. As a result, they continue to rely on paper-based or offline systems, and access critical information only when at a service center or field depot. Enter field force transformation. By bringing technician-focused tools to the field and re-engineering frontline-service business practices, organizations can: Provide real-time intelligence: Give dispatchers better information about technicians status and location, to revise job allocations on the fly and quickly address availability shortages, outages or unplanned work. Extend the back office: Make the field force more flexible by providing both technicians and supervisors with access to information from back-end work and asset management systems, supporting faster, more informed and more effective decision-making in the field. Deploy supervisors: Enable supervisors to escape the office and bring their expertise on-site to improve job quality, by providing them with mobile tools for monitoring field technicians work schedule and status in real time. Reduce travel time: Send technicians straight from their home to a job site, rather than requiring them to collect printed work orders and documentation at a depot or regional office, then having to return again to submit job completion details and time sheets. Capture once: Provide field technicians with systems that capture and validate data while at a work site, which helps to eliminate the time, cost and potential errors of using paper forms to capture data in the field. Increase flexibility: Remove artificial constraints imposed on the structure of the workforce by legacy mobile solutions working in silos. Improving an enterprise s field force productivity has a direct and positive impact on the bottom line. Indeed, according to Aberdeen Group 1, bestin-class service organizations earn 26-percent profit margins (compared with 15 percent for the typical firm), maintain much higher service-level agreement rates and can bill their customers far more quickly, helping to improve their cash flow. By extending the back-office to their field force, organizations can also increase service profitability by an average of 17 percent. In short, optimizing field service processes helps organizations remain not only efficient, but competitive. 2

3 Accenture s Field Force Transformation Solutions Accenture helps organizations achieve high performance by transforming their field force capabilities to cost-effectively increase productivity while improving customer service. Field Force Transformation focuses on improving the efficiency of a distributed field force through a variety of techniques, including: Business process re-engineering: Which business changes will most enhance technician performance and supervisor effectiveness? Cultural change: What cultural adjustments are required to encourage people to change and what is the best way to inspire and train them to use new processes and tools? Organizational structure: Do current roles and responsibilities inside the organization align with the new business objectives? Is your existing technology a barrier to achieving the right structure? Performance management: Do technicians and supervisors have the right incentives, backed by clearly defined goals, and is the organization maximizing its ability to capture all potential business? Technology: What is the best way to apply technology and tools, including workforce management software, to better schedule and dispatch technicians, control inventory and invoicing, and maximize the potential work captured in the field? Benefits Accenture s Field Force Transformation practice allows your organization to capitalize on Accenture s extensive field-service experience and deliver a number of benefits, including: Better productivity Leading companies optimize their field service operations to increase profitability. No wonder: For most organizations with engineers in the field, labor costs typically represent the largest part of operating expense. As a result, the imperative is to do more with what you have by controlling labor costs as well as to increase field force productivity, by giving service technicians the tools they need to better order parts, invoice customers and provide effective service. Increased efficiency More than ever, creating shareholder value means rethinking efficiency. With better business practices and tools (such as field force scheduling), and information sharing providing technicians with real-time access to everything from parts inventory and customer history to asset service manuals and diagnostic tools organizations can minimize the time and expense required to provide high quality service. Improving customer service Customers are demanding tighter appointment windows and faster resolution times. The internet has not only provided customers access to much more information about service providers performance records as well as other consumers perceptions; but also makes it easier for consumers to switch to alternative service providers. Improving your customer service in the field can help differentiate your organization in a competitive environment. Regulatory compliance Complying with regulations, and documenting that compliance, is now a fact of life in many industries. Field force technology supports your organization s efforts to demonstrate how it s meeting or exceeding these requirements, and helps confirm that the underlying reporting requirements don t compromise field force efficiency. Creating new revenue streams through service Forward-looking organizations are transforming their service offerings from cost centers into profit centers by using the field force to not just provide service, but also to cross-sell and up-sell other products and services. Many have also created the role of chief service officer (CSO) to keep the service business accountable to the board as well as to help maximize its revenue growth. Field Force Transformation Bottom-Line Benefits Many of our Field Force Transformation programs have allowed organizations to achieve savings of 45 to 80 minutes of extra work per person per day. For a typical service organization with 1,000 field workers, this could result in up to $20 million in annual savings. 2

4 Why Accenture? Since the mid-1990s, Accenture has been helping clients to maximize the efficiency of their field service operations. Since that time, Accenture has completed more than 100 workforce management implementations in numerous serviceoriented industries around the world. Accenture supports not only the development and implementation of best-in-class workforce management technology, but has helped develop the industry-leading tools, business practices and field force methodologies that organizations require to transform their field service organizations into high performers. Benefits in just six to nine months With more than 1,500 field force practitioners, Accenture brings the skills and deep industry experience required to rapidly transform your business and achieve results often in just six to nine months. Accenture supports clients throughout the entire lifecycle of their Field Force Transformation program, including: Formulating transformation strategies and business cases Understanding how field service differs by industry from utilities and telecommunications to industrial equipment and computer services to apply leading practices Implementing and integrating workforce management technology Delivering application maintenance and operational (including help desk) support Accenture complements its industryleading experience in field force transformation and mobile solutions for its enterprise clients around the globe with a vendor-neutral approach to selecting best-in-class technology based on each organization s needs. Accenture also collaborates with a range of technology organizations, including our mobile alliance partners Sybase and Click. Capabilities Mobile Center of Excellence This center offers offshore technical experts with extensive functional workforce management implementation experience across multiple industries and technologies. As part of the Accenture Global Delivery Network, this center allows Accenture to quickly bring project resources to bear, apply and adapt leading business practices to suit an organization s needs and deliver cost-effective solutions. Accenture Managed Field Force Service Designed for organizations with 500 1,500 technicians, but capable of handling many more, Accenture Managed Field Force Service (AMFFS) is Accenture s hosted, software as a service (SaaS)-based, workforce management application. The service is delivered for a per-technician, per-month service fee, and includes workforce management software, devices, network connectivity, hosting, 3

5 application maintenance and help desk. This service can be deployed in as little as 4-8 weeks and allows organizations to lower their field force operating costs, increase technician productivity and enhance customer satisfaction. Premium Technical Services Accenture offers an on demand PC-based remote support capability backed by patented technology to enable technical service organizations to optimize their service quality and expand their customer offerings. The solution supports numerous services, including PC problem diagnosis, advanced repair, optimization, configuration, installations, upgrades and operating system reinstalls. This can be used across multiple customer channels, including call center up-selling, product differentiation, online self-service and on-site support. It reduces handling time, infrastructure support costs and resource utilization challenges, resulting in fewer callbacks and happier customers. Enabling Transformation with Workforce Management Solutions The opportunity: To achieve the benefits of a field force solution without the traditional complexity, cost and management overhead. Historically, workforce management systems have required high initial capital investments, relied on proprietary hardware and software, sometimes failed to deliver reliable mobile network connectivity or access to critical business information, and faced limited integration with mission-critical (for the field) backoffice systems. The landscape is changing. The cost of mobile and handheld devices, as well as high-speed network subscriptions, is plummeting. And, the emergence of cloud computing and software as a service (SaaS) applications have driven a new class of workforce management solution that is quicker and easier to configure, integrate and implement. Which solution is best? With so many competing vendors, standards, technologies and products, Accenture helps field force organizations navigate the confusion and the hype, enabling them to understand: What mobile platform is best for their organization? Which vendors will likely still be financially viable in 3-5 years? What technologies may be obsolete in a year? How to quantify and achieve the benefits that a field force transformation investment should deliver? How to best migrate from a landscape of mixed legacy mobile systems to a new platform and strategy? 4

6 Delivering Field Force Success Telstra Accenture helped Telstra Corporation Ltd, Australia s leading telecommunications and information services company, boost the effectiveness of its field technicians by improving its automated tools and related processes. Enhancing the technology environment both hardware and applications within the vehicles that about 5,000 technicians use in their daily work has led to new capabilities such as an automated ability to test lines, the integration of GPS navigation in work ticket information and the maintenance of the work history on the mobile device. The program has contributed to a 50% improvement in field workforce productivity. Virgin Media Accenture worked with Virgin Media, the UK s leading entertainment and communications company, and several other vendors to deliver a unified solution for about 2,500 mobile technicians to enhance their communication capabilities and help smoothly integrate the existing Accenture-delivered VM Mobile Workforce system with a new automated routing engine. As a result, Virgin Media was able to increase the efficiency of its field force and back-office support, as well as provide remote field workers better communications channels. TELUS Accenture led the assessment and strategy to bring a new workforce management approach for about 2,000 consumer-facing technicians at this major Canadian telecommunications company. Accenture designed the solution s functionality, helped redesign the processes to support the workforce management solution as well as overall program management and training for the solution s implementation. The new workforce management platform provides enhanced capabilities to support a customer-centric service model that will let customers self-schedule appointments at times they prefer and then check on the status of that appointment in realtime. When implemented, this solution is expected to improve operational performance by as much as 20%. And a standardized enterprise IT solution set will reduce overall IT costs and decrease time to market in support of new product and service launches. 5

7 National Grid Accenture helped National Grid, one of the world s largest utilities, implement an innovative mobile program to provide the more than 900 field workers access to essential office information resources. The new system schedules work to field force staff from a central planning function, returning asset and condition data to the central systems and databases. The solution replaced the use of paper forms with electronic forms featuring automated capabilities, eliminating time wasted on trips back to the office to collect and return paperwork. As part of a major transformation of their Work and Asset Management processes, the mobile solution helped National Grid to increase maintenance staff productivity by 25% and reduce the back office planning and scheduling effort by 40%. The solution is hosted and supported by the Accenture Application Management team in the UK. This team is responsible for the day to day maintenance of the Accenture hosted applications including the core Office in the Hand application, the scheduling application and the application used to remotely manage software versions on mobile devices. In the Office in the Hand program, Accenture delivered a solution which addressed a challenging set of workforce management requirements for a complex organization. With Accenture s help, National Grid has extended and evolved the solution as these requirements changed, and Accenture continues to provide services and support to National Grid for workforce management. Mike Hardman, Portfolio Lead - Global Asset Management, Transmission - IS National Grid 6

8 About Accenture Accenture is a global management consulting, technology services and outsourcing company, with more than 181,000 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$21.58 billion for the fiscal year ended Aug. 31, Its home page is 1 Source: Trends in Mobile Field Service: Empowering your field technicians to deliver better, faster service (Aberdeen Group, June 2009) Copyright 2010 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Contact To find out more about Accenture s Field Force Transformation capabilities, contact: Ankur Mathur 8

The Accenture Field Force Solution. Optimizing Field Force Cost Structure and Control

The Accenture Field Force Solution. Optimizing Field Force Cost Structure and Control The Accenture Field Force Solution Optimizing Field Force Cost Structure and Control The Growing Opportunity to Use Field Forces as a Strategic Enabler For communications service providers (CSPs), the

More information

Service Lifecycle Management Solutions

Service Lifecycle Management Solutions Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just

More information

Technology. Accenture Data Center Services

Technology. Accenture Data Center Services Technology Accenture Data Center Services 2 Accenture employs marketleading technologies and processes to help clients design, implement and manage data center solutions that align to business priorities,

More information

Duck Creek. On-Demand

Duck Creek. On-Demand Duck Creek On-Demand Ever wonder how your business could benefit from cloud computing? Wonder no more. Once considered an emerging technology, cloud computing is now being used by businesses in all industries

More information

Is your outdated billing system costing you time and money?

Is your outdated billing system costing you time and money? Duck Creek Billing Is your outdated billing system costing you time and money? In a dynamic marketplace, being agile is essential to property and casualty (P&C) insurers that want to grow their business.

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

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

Accenture CAS: integrated sales platform Power at your fingertips

Accenture CAS: integrated sales platform Power at your fingertips Accenture CAS: integrated sales platform Power at your fingertips Understanding the market It is a tough market out there: margins are tightening, competition is increasing and the retail landscape is

More information

Accenture NewsPage Distributor Management System: The engine behind your business

Accenture NewsPage Distributor Management System: The engine behind your business Accenture NewsPage Distributor Management System: The engine behind your business 2 Understanding the market The emerging markets are large and complex with thousands of distributors, millions of outlets,

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 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

Accenture NewsPage Sales Force Automation: Empower your people

Accenture NewsPage Sales Force Automation: Empower your people Accenture NewsPage Sales Force Automation: Empower your people 2 Understanding the market Your people are your most important business asset. But, with hundreds of staff, serving thousands of small retailers,

More information

Elevator Service Preventive or Predictive

Elevator Service Preventive or Predictive www.wipro.com Elevator Service Preventive or Predictive Market Differentiation Through Remote Monitoring Data and a Predictive Service Program Russell Gray Sr. Consultant, Business Process Group Aftermarket

More information

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION A mobile field service solution can help you turn your field service operation from a cost center into a profit center. Field service isn t just

More information

MOBILIZE. Transforming Field Service Operations with Mobile Technologies. Microsoft Dynamics GP. White Paper

MOBILIZE. Transforming Field Service Operations with Mobile Technologies. Microsoft Dynamics GP. White Paper MOBILIZE Microsoft Dynamics GP Transforming Field Service Operations with Mobile Technologies White Paper Solutions that Help Transform Field Service Operations into Strategic Profit Centers Date: June

More information

Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance

Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance Is Your Organization Facing Any of These Challenges? Cost pressures; need to do more with the

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

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

Achieving high performance in the media and entertainment industries through application outsourcing

Achieving high performance in the media and entertainment industries through application outsourcing Achieving high performance in the media and entertainment industries through application outsourcing Companies operating in today s global commerce rely on business application systems to energize supply

More information

Is it time to upgrade to an easy-to-use, customer-centric policy system?

Is it time to upgrade to an easy-to-use, customer-centric policy system? Duck Creek Policy Is it time to upgrade to an easy-to-use, customer-centric policy system? To serve your customers at speed and scale, you need a broad, flexible policy system. Our proven software enables

More information

Accenture Federal Services. Federal Solutions for Asset Lifecycle Management

Accenture Federal Services. Federal Solutions for Asset Lifecycle Management Accenture Federal Services Federal Solutions for Asset Lifecycle Management Assessing Internal Controls 32 Material Weaknesses: identified in FY12 with deficiencies noted in the management of nearly 75%

More information

Moving from reactive Field Service Management to proactive

Moving from reactive Field Service Management to proactive WHITEPAPER Moving from reactive Field Service Management to proactive Introduction Traditionally, reactive Field Service Management (FSM) has been the default service organization approach to delivering

More information

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? TABLE OF CONTENTS WHAT DOES IT MEAN?... 03 HOW DO WE DEFINE END-TO-END FSM?... 04 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS... 05 AUTOMATING &

More information

The Journey to High Performance. Transforming Accenture s IT Services

The Journey to High Performance. Transforming Accenture s IT Services The Journey to High Performance Transforming Accenture s IT Services Like many of the clients it serves, Accenture's internal information technology (IT) function supports a large, global workforce, with

More information

Transforming Accenture s core HR systems: Setting the stage for a digital Accenture

Transforming Accenture s core HR systems: Setting the stage for a digital Accenture Transforming Accenture s core HR systems: Setting the stage for a digital Accenture 2 Client profile Accenture s internal IT organization is charged with driving the company s digital agenda. Building

More information

HR IN THE CLOUD. Basil Sommerfeld Partner Operations Excellence & Human Capital Deloitte

HR IN THE CLOUD. Basil Sommerfeld Partner Operations Excellence & Human Capital Deloitte HR IN THE CLOUD Basil Sommerfeld Partner Operations Excellence & Human Capital Deloitte Elbekry Abdellah Manager Operations Excellence & Human Capital Deloitte Laura Mihaela Ene Senior Consultant Operations

More information

Accenture Freight & Logistics Software. Achieving high performance in the ocean cargo industry

Accenture Freight & Logistics Software. Achieving high performance in the ocean cargo industry Accenture Freight & Logistics Software Achieving high performance in the ocean cargo industry 2 Large enough to carry several warehouses of goods in one journey, container ships are figuratively and literally

More information

Service Suite for Communications Mobile workforce management solutions

Service Suite for Communications Mobile workforce management solutions Service Suite for Communications Mobile workforce management solutions No other mobile workforce management provider knows the communications industry like ABB. That s why ABB has become one of the leading

More information

G-Cloud IV Services Service Definition Accenture Force.com Cloud Services

G-Cloud IV Services Service Definition Accenture Force.com Cloud Services G-Cloud IV Services Service Definition Accenture Force.com Cloud Services 1 Table of contents 1. Scope of our services... 3 2. Approach... 3 3. Assets and tools... 4 4. The Accenture Cloud Application

More information

Accenture & NetSuite

Accenture & NetSuite Accenture & NetSuite Gray background is only to allow visibility of all elements on page. Delete as needed. Delivering High Performance Turn off NOTES in Layers menu to Through the Cloud eliminate these

More information

Accenture cloud application migration services

Accenture cloud application migration services Accenture cloud application migration services A smarter way to get to the cloud Cloud computing can help make your apps extraordinarily agile and scalable. You know this. Your competitors know this. And

More information

Accenture Human Capital Services for SuccessFactors

Accenture Human Capital Services for SuccessFactors Accenture Human Capital Services for SuccessFactors Workforce and talent management have never been so critical to business value. To achieve high performance, global enterprises are seeking measurable

More information

Accenture Insurance BPO Services. Achieving high performance through business process outsourcing

Accenture Insurance BPO Services. Achieving high performance through business process outsourcing Accenture Insurance BPO Services Achieving high performance through business process outsourcing BPO can help insurers ease economic pressures through rapid cost reduction The insurance business model

More information

Technology. Accenture Infrastructure Outsourcing Services

Technology. Accenture Infrastructure Outsourcing Services Technology Accenture Infrastructure Outsourcing Services 2 Accenture Infrastructure Outsourcing Services enable organizations to create a more cost-effective and responsive IT infrastructure one that not

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

Software and Services for the Freight & Logistics Industry. Helping ocean transportation organizations achieve high performance

Software and Services for the Freight & Logistics Industry. Helping ocean transportation organizations achieve high performance Software and Services for the Freight & Logistics Industry Helping ocean transportation organizations achieve high performance Large enough to carry several warehouses of goods in one journey, container

More information

G-Cloud IV Framework Service Definition Accenture Microsoft Office 365 Cloud Services

G-Cloud IV Framework Service Definition Accenture Microsoft Office 365 Cloud Services G-Cloud IV Framework Service Definition Accenture Microsoft Office 365 Cloud Services 1 Table of contents 1. Scope of our services... 3 2. Approach... 4 3. Assets and Tools... 5 4. Pricing... 6 5. Contacts...

More information

Our core strengths can be found at the intersection of several competencies

Our core strengths can be found at the intersection of several competencies Accenture Mobility Helping clients embrace mobility as a transformational strategy to deliver real, measurable, and sustainable improvements in business performance Overview Mobile technologies are transforming

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

Achieving high performance with Accenture s on-demand solution for the chemical industry. Driving business performance with SAP Business ByDesign

Achieving high performance with Accenture s on-demand solution for the chemical industry. Driving business performance with SAP Business ByDesign Achieving high performance with Accenture s on-demand solution for the chemical industry Driving business performance with SAP Business ByDesign 2 Accenture helps small to mid-size companies and subsidiaries

More information

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance Knowing the customer: this time it s personal How analytics can help banks achieve superior CRM, secure growth and drive high performance Table of Contents Introduction How advanced analytics changes customer

More information

The Accenture/ Siemens PLM Software Alliance

The Accenture/ Siemens PLM Software Alliance The Accenture/ Siemens PLM Software Alliance Enabling Efficient Product Lifecycle Management Companies in a wide range of industries rely upon Product Lifecycle Management (PLM) to grow their business,

More information

Accenture Duck Creek Driving efficiency and high performance through Property & Casualty insurance software

Accenture Duck Creek Driving efficiency and high performance through Property & Casualty insurance software Driving efficiency and high performance through Property & Casualty insurance software World-class software is a critical component to business success for high performing companies. Finding the best software

More information

Kim Partridge, Manager Systems and Processes The Solution:

Kim Partridge, Manager Systems and Processes The Solution: How Data #3 consolidates service management systems and enjoys a return on investment Industry: Information Technology Services The Challenge: Consolidating and updating systems after acquiring two companies

More information

How mobility improves the insurance sales process

How mobility improves the insurance sales process How mobility improves the insurance sales process White Paper Stephanie Wolf Business consultant, IBM Business Consulting Services Page 2 Page 3 Contents 3 Executive summary 3 Becoming an on demand business

More information

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY The Telecommunications Industry Companies in the telecommunications industry face a number of challenges as market saturation, slow

More information

Accenture Health and Human Services Software Suite

Accenture Health and Human Services Software Suite Accenture Software for Health and Human Accenture Health and Human Software Suite Powering integrated service delivery The Affordable Care Act (ACA) and the expansion of governmentprovided health care

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

The Accenture Foundation Platform for Oracle. Enter

The Accenture Foundation Platform for Oracle. Enter The for Oracle Enter for Oracle Accenture s pre-built, pre-tested Oracle Fusion Middleware 11g-based architecture is a strategic decision guide and implementation accelerator that improves application

More information

Accenture Learning BPO Services

Accenture Learning BPO Services Business Process Outsourcing Accenture Learning BPO Services Helping talent-powered organizations drive growth, efficiency and high performance through learning With its learning BPO services offering,

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

Accenture Federal Fleet Management. Improving Fleet Efficiency and Compliance through Best Practices

Accenture Federal Fleet Management. Improving Fleet Efficiency and Compliance through Best Practices Accenture Federal Fleet Management Improving Fleet Efficiency and Compliance through Best Practices 1 Rationalizing Your Fleet 10.5 Years: The average age of the federal fleet. With effective fleet rationalization,

More information

Critical times for customers require exceptional service. Can your claims system deliver?

Critical times for customers require exceptional service. Can your claims system deliver? Duck Creek Claims Critical times for customers require exceptional service. Can your claims system deliver? Customers rely on property and casualty (P&C) insurers to meet their ever-changing needs during

More information

Cloud-based architectures help Discovery Networks International plan for growth and changing business needs

Cloud-based architectures help Discovery Networks International plan for growth and changing business needs Cloud-based architectures help Discovery Networks International plan for growth and changing business needs Discovery Networks International (DNI) wanted a more scalable, flexible and cost effective hosting

More information

Accenture CAS: Support and Maintenance Making a difference

Accenture CAS: Support and Maintenance Making a difference Accenture CAS: Support and Maintenance Making a difference On your side Return on investment. These three words go right to the heart of our support and maintenance services. We know that as your horizons

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

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

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

Cloud computing empowering your digital transformation

Cloud computing empowering your digital transformation Cloud computing empowering your digital transformation What is cloud computing? Cloud brings everything as a service. With more simplicity, more scalability and optimized costs, cloud enables your organization

More information

Optimize Field Service With Automated Scheduling and Dispatch

Optimize Field Service With Automated Scheduling and Dispatch Astea Whitepaper: Optimize Field Service With Automated Scheduling and Dispatch Optimize Field Service With Automated Scheduling and Dispatch WHITEPAPER 1 Introduction Field service is a dynamic environment.

More information

Accenture Enterprise Services for Chemicals. Delivering high performance in enterprise resource planning

Accenture Enterprise Services for Chemicals. Delivering high performance in enterprise resource planning Accenture Enterprise Services for Chemicals Delivering high performance in enterprise resource planning An innovative, comprehensive and proven approach that helps chemical companies accelerate enterprisewide

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

7 Steps to Guide Your Field Service Technology Purchase

7 Steps to Guide Your Field Service Technology Purchase BUY ER S G UID E 7 Steps to Guide Your Field Service Technology Purchase Field service leaders across industries are looking for ways to modernize and streamline their service organizations. With increasingly

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

Business Process Management for Insurance

Business Process Management for Insurance Insurance the way we see it Business Process Management for Insurance Maintain Market Share and Profitability With a Staged Approach to BPM Contents 1 Introduction 3 2 Business Process Management: Trends

More information

The changing face of Utilities The Mobile Transformation

The changing face of Utilities The Mobile Transformation Utilities the way see it The changing face of Utilities The Mobile Transformation The information contained in this document is proprietary. 2014 Capgemini. All rights reserved. Rightshore is a trademark

More information

WHITE PAPER PART 1 OF 4

WHITE PAPER PART 1 OF 4 PART 1 OF 4 ARE YOU MAKING THE MOST OF YOUR FIELD SERVICE CALLS? DEPLOYING THE RIGHT MOBILE FIELD SERVICE SOLUTION CAN DECREASE YOUR COSTS, INCREASE YOUR REVENUE, ENHANCE CROSS-SELLING OPPORTUNITIES AND

More information

Health Facilities Development. Enabling and Operating Health Facilities Worldwide

Health Facilities Development. Enabling and Operating Health Facilities Worldwide Driving Title of High brochure Performance through Health Facilities Development Enabling and Operating Health Facilities Worldwide 2 Economics today Global expansion of health care and research facilities

More information

Modernizing your annuity platform to reduce costs, improve customer service and increase business agility

Modernizing your annuity platform to reduce costs, improve customer service and increase business agility Modernizing your annuity platform to reduce costs, improve customer service and increase business agility 1 Modernizing your annuity system can pay big dividends to insurers. It can enable them to increase

More information

Achieving High Performance with Application Outsourcing

Achieving High Performance with Application Outsourcing Achieving High Performance with Application Outsourcing 2 Needed now: The right team to get the most from your application portfolio now, next year and every year To be sure that your applications can

More information

G-Cloud III Framework Service Definition Accenture MS Office 365 Cloud Services

G-Cloud III Framework Service Definition Accenture MS Office 365 Cloud Services G-Cloud III Framework Service Definition Accenture MS Office 365 Cloud Services 1 Table of contents 1. Scope of our services... 3 2. Approach... 3 3. Assets and tools... 5 4. Pricing... 5 5. Contacts...

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

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

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

Simplify Field Service Management with SAP Solutions

Simplify Field Service Management with SAP Solutions SAP Solution in Detail SAP Service and Support Field Service Management Solutions Simplify Field Service Management with SAP Solutions Table of Contents 3 Quick Facts 4 Resolve Service Issues While Developing

More information

ADP Comprehensive Outsourcing Services

ADP Comprehensive Outsourcing Services E S S E N T I A L S ADP Comprehensive Outsourcing Services Your organization requires clear focus on strategic priorities; rely on ADP Comprehensive Outsourcing Services to Manage your vital workforce

More information

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2

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

SERVICES. Designing, deploying and supporting world class communications solutions.

SERVICES. Designing, deploying and supporting world class communications solutions. Designing, deploying and supporting world class communications solutions. DESIGN Expertise, technologies, tools and ideas Business environments, regulation, expansion and obsolescence are drivers that

More information

Smart Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution

Smart Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution Smart Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution The emergence of machine-to-machine (M2M) enabled equipment is driving a large growth of Field Service-based data

More information

Digital Enterprise Unit. White Paper. Reimagining the Future of Field Service Management with Digital Technologies

Digital Enterprise Unit. White Paper. Reimagining the Future of Field Service Management with Digital Technologies Digital Enterprise Unit White Paper Reimagining the Future of Field Service Management with Digital Technologies About the Author Rahul Trisal Rahul is a senior Digital Strategy Consultant with TCS' Digital

More information

Choosing a Location-based Application for your Business

Choosing a Location-based Application for your Business Choosing a Location-based Application for your Business A Step-by-Step Guide Executive Summary The following guide provides some simple steps that will help you understand how a location-based application

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

G-Cloud III Framework Service Definition Accenture Azure Cloud Services

G-Cloud III Framework Service Definition Accenture Azure Cloud Services G-Cloud III Framework Service Definition Accenture Azure Cloud Services 1 Table of contents 1. Scope of our services... 3 2. Approach... 4 3. Assets and tools... 5 4. Outcomes... 5 5. Pricing... 6 6. Contacts...

More information

Technology. Building Your Cloud Strategy with Accenture

Technology. Building Your Cloud Strategy with Accenture Technology Building Your Cloud Strategy with Accenture 2 Cloud computing, in its simplest form, allows companies to procure technology as services, including infrastructure, applications, platforms and

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

INSURANCE. Adding lasting to success. That s the intelligent enterprise

INSURANCE. Adding lasting to success. That s the intelligent enterprise INSURANCE Adding lasting to success. That s the intelligent enterprise Economic turmoil doesn t have to mean financial setback. Forward-looking insurance companies continue to grow, despite the current

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

Tapping the Potential: The Accenture Industrial Equipment Industry Group

Tapping the Potential: The Accenture Industrial Equipment Industry Group Tapping the Potential: The Accenture Industrial Equipment Industry Group Industrial equipment is an industry that holds an untapped potential for growth across the globe. And that growth is fueled by

More information

right time, resulting in correctly provides both internal and external benefits to an

right time, resulting in correctly provides both internal and external benefits to an A mobile workforce is no longer defined as a sales person lugging a laptop and closing a deal on a cell phone while running through an airport. Today mobility extends beyond the business suit to the uniform

More information

The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience

The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience An Oracle White Paper February 2013 The Next Generation of Local Government

More information

Technology. Building Your Cloud Strategy with Accenture

Technology. Building Your Cloud Strategy with Accenture Technology Building Your Cloud Strategy with Accenture 2 Cloud computing, in its simplest form, allows companies to procure technology as services, including infrastructure, applications, platforms and

More information

Accenture Life Consolidation Services. Achieving sustainable high performance through platform consolidation

Accenture Life Consolidation Services. Achieving sustainable high performance through platform consolidation Accenture Life Consolidation Services Achieving sustainable high performance through platform consolidation Life & annuity platform consolidation Achieve up to 35 percent faster time-to-market and position

More information

High Performance IT Insights. Addressing Legacy Inflexibility: Focusing on Products and Business Needs to Drive IT Simplification

High Performance IT Insights. Addressing Legacy Inflexibility: Focusing on Products and Business Needs to Drive IT Simplification High Performance IT Insights Addressing Inflexibility: Focusing on Products and Business Needs to Drive IT Simplification Business requirements for agile, innovative IT are generating pressure for IT simplification.

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

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

The IBM Solution Architecture for Energy and Utilities Framework

The IBM Solution Architecture for Energy and Utilities Framework IBM Solution Architecture for Energy and Utilities Framework Accelerating Solutions for Smarter Utilities The IBM Solution Architecture for Energy and Utilities Framework Providing a foundation for solutions

More information

Reconciling the Great Healthcare Consumer Paradox: Are consumers willing to change to get what they want?

Reconciling the Great Healthcare Consumer Paradox: Are consumers willing to change to get what they want? Reconciling the Great Healthcare Consumer Paradox: Are consumers willing to change to get what they want? 2 The Affordable Care Act (ACA) will introduce approximately 51 million people to the individual

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