Topic: Order-to-Cash (O2C) Outsourcing Creating a Top-line Impact

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1 Topic: Order-to-Cash (O2C) Outsourcing Creating a Top-line Impact Finance and Accounting Outsourcing Market Report January 2013 Preview Deck

2 Our research offerings for global services Subscription information The full report is included in the following subscription(s) Finance & accounting In addition to published research, a subscription may include analyst inquiry, data cuts, and other services If you want to learn whether your organization has a subscription agreement or request information on pricing and subscription options, please contact us: Market Vista Global services tracking across functions, sourcing models, locations, and service providers industry tracking reports also available Banking, financial services, insurance Procurement Human resources PricePoint Healthcare Information technology Recruitment process Service provider Intelligence Finance & accounting Cloud Vista Global sourcing Transaction Intelligence Custom research capabilities Benchmarking Pricing, delivery model, skill portfolio Peer analysis Scope, sourcing models, locations Locations Cost, skills, sustainability, portfolio Tracking services Service providers, locations, risk Other Market intelligence, service provider capabilities, technologies 2

3 Background and scope of the research Background of the research The Finance & Accounting (F&A) function comprises three end-to-end processes Procure-to-Pay (P2P), Order-to-Cash (O2C), and Record-to-Report (R2R). This report focuses on the third-party outsourcing of O2C activities Traditionally, organizations outsourced transactional O2C processes such as Accounts Receivable (AR), as they provide direct cost reduction. However, with increased maturity of the FAO market, the value proposition is now expanding beyond cost reduction to creation of favorable business outcomes such as enhanced customer experience, reduced DSO, optimized working capital, effective cash management, and reduced revenue leakage. Therefore, buyers are increasingly looking to outsource activities beyond AR and taking an end-to-end process-driven approach. In this study, we investigate the business value and the market state of outsourcing end-to-end O2C process In this study, we investigate the state of the O2C outsourcing market. We focus on: Definition, value proposition, and challenges of O2C outsourcing O2C outsourcing market size and growth Emerging and current solution trends O2C service provider landscape and capability assessment Scope of study and sources of information The scope of this report is non-voice based third-party O2C outsourcing The scope excludes internal shared services The report is based on Everest Group s proprietary database of over 1,500 FAO contracts signed till mid and operational capability of more than 25 FAO service providers that offer O2C services 3

4 Table of contents (page 1 of 2) Topic Page no. Background and scope 5 Summary of key messages 6 Section I: O2C market overview 11 Summary 12 Definition and process map 13 Typical operational cost breakdown for F&A 16 Value proposition of O2C outsourcing 17 Unique O2C challenges and best practices 20 Industry specific O2C 21 Section II: O2C outsourcing market size and solution trends 23 Summary 24 Size and growth of O2C outsourcing 26 Adoption trends by industry, geography, and size 27 Inclusion of O2C activities in FAO contracts 29 4

5 Table of contents (page 2 of 2) Topic Page no. Section II: O2C outsourcing market size and solution trends (continued) O2C solution trends 30 Process scope 30 Global sourcing 32 Technology 35 Pricing 37 Performance indicators 39 Section III: O2C outsourcing service provider landscape 40 Summary 41 O2C service provider landscape 42 Delivery strength and footprint for O2C providers 43 Investments in O2C services 48 Emerging trends in O2C 50 Appendix 51 Glossary of terms 52 FAO research calendar 54 References 55 5

6 Overview and abbreviated summary of key messages This report provides a comprehensive coverage of the O2C outsourcing market and analyzes it across various dimensions such as market overview, value proposition and key challenges, buyer adoption trends, solution characteristics, and service provider landscape. Some of the findings in this report, among others, are: Market overview, value proposition and key challenges O2C outsourcing has a strong cost+ value proposition. It enables enterprises to address several business pain-points such as inefficient cash flow management, revenue leakages (bad debt), and receivable management O2C outsourcing has some specific underlying issues arising from inter-functional dependencies, industry-specific requirements, disparate technological landscape, and direct exposure to end customer Buyer adoption trends O2C inclusion across all customer segments (by geography, industry, and size) is high, though end-to-end coverage is low Solution characteristics Service provider landscape While most O2C outsourcing contracts continue to be AR-focused, an end-to-end O2C scope is an emerging trend Technology augmentation is a more prevalent approach in O2C vis-à-vis platformbased approach The service provider landscape for O2C outsourcing is diverse, spanning global majors, BPO pure-plays, IT-BPO providers, and O2C specialists There are three key themes of recent service provider investments in O2C capabilities: 1) technology & analytics; 2) onshore/offshore delivery expansion; and 3) overall capability enhancement 6

7 This study offers four distinct chapters providing a deep dive into key aspects of the O2C outsourcing market; below are four charts to illustrate the depth of the report End-to-end O2C scope O2C market size and growth Quote-to-order (Sales function) Production (Manufacturing) Order fulfillment (Supply chain function) Billing/Invoicing to AR (Finance & accounting function) FAO market size by process Annual Contract Value (ACV) in US$ billion Projected CAGR Inquiry Scheduling Quotation Manufacturing Logistics Order-to-cash Order management Order-to-invoice Invoice-to-cash Analytics & reporting 5 Billing Accounts receivable 3 4 Dispute resolution & deduction management Aging & collections R2R O2C P2P (Expected) Delivery footprint of O2C outsourcing Relative maturity of O2C delivery centers Percentage of service providers providing O2C services from the delivery location Offshore locations Nearshore locations Onshore locations Source: Everest Group (2013) India South East Asia China Middle East / Africa LATAM Eastern Europe North America Western Europe O2C service provider delivery strength O2C delivery strength and focus Focus on O2C (as % of FAO FTEs) Number of O2C FTEs >80% 60-80% 40-60% 20-40% Over 1, ,500 Less than 500 Company E Company F Company G Company A Company B Company C Company D Company H Company I Company J Company K Company L Company N Company O Company M Company P Company Q Company R Market average = <20% Company S Company T Company U 7

8 2012 FAO research agenda Topic FAO Service Provider Compendium The Paradox of FAO adoption in SMBs Record-to-Report (R2R) Outsourcing Moving Beyond General Accounting Order-to-Cash (O2C) Outsourcing Unlocking the Revenue Potential Published Current Release date July-2012 July-2012 October-2012 January-2013 Unlocking Value From End-to-End Process Outsourcing: Focus on Procure-to-Pay (P2P) FAO Annual Report FAO Service Provider Landscape Survival and Growth in the Crowded FAO Market FAO Service Provider Compendium Is there value in analytics as a stand-alone BPO segment? Q Q Q Q Q

9 Additional FAO research references The following documents are recommended for additional insight on the topic covered in this report. The recommended documents either provide additional details on the topic or complementary content that may be of interest 1. Finance and Accounting Outsourcing (FAO) Annual Report 2012: The FAO Market Signaling Towards Maturity (EGR R-0680a); In this research, we review the global multi-process FAO market in 2011 and provide guidance on the market s direction in We focus on market size and buyer adoption trends, FAO value proposition, contract characteristics across process scope, technology, global sourcing, pricing structures, and FAO service providers landscape covering service providers market shares and areas of investments 2. FAO Service Provider Landscape Survival and Growth in the Crowded FAO Market (EGR R-0699a); In this study, we analyze the global FAO service provider landscape in We focus on the position of 20+ service providers on the Everest Group PEAK Matrix for FAO, the Star Performers, and how service providers are innovating to differentiate themselves in an increasingly globalized FAO market 3. Record-to-Report (R2R) Outsourcing Moving Beyond General Accounting (EGR R-0754); This report analyzes the key trends in R2R outsourcing within the FAO market and provides an understanding of the business value, adoption characteristics, and service provider capability in R2R outsourcing 4. Leveraging BPO to Drive Success in Utilities and Retail Energy Providers (EGR R-0658); Outsourcing (Meter-to-Cash) M2C processes is one of the options available to utilities and retail energy providers who are facing myriad and rapidly evolving challenges in the market place. This report examines the benefits of outsourcing M2C, and the considerations necessary to develop a long-term and constructive client-service provider partnership 5. Industry-specific FAO and Deep Dive into the U.S. Healthcare Providers (EGR R-0650); This report provides an understanding of the need for industry-specific FAO, service provider investment themes in industry-specific FAO, and a deep dive into the U.S. healthcare providers market For more information on this and other research published by Everest Group, please contact us: Saurabh Gupta, Vice President: Vishnu Khandelwal, Senior Analyst: FAO Team: Everest Group Two Galleria Tower Noel Road, Suite 2100 Dallas, TX Phone:

10 Everest Group Leading clients from insight to action Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals. Through its practical consulting, original research, and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies, and management approaches. Established in 1991, Everest Group serves users of global services, providers of services, country organizations, and private equity firms in six continents across all industry categories. For more information, please visit and research.everestgrp.com. Dallas (Corporate Headquarters) Toronto India / Middle East New York London Stay connected Websites Blogs

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