High Performance BPO Delivers game-changing business outcomes

Transcription

1 High BPO Delivers game-changing business outcomes

2 The benefits offered by BPO have long been clear, and have centered on the increased efficiency that comes with standardizing and streamlining processes and driving out cost. But as impressive as such gains are, companies can pull the same levers of labor savings and process improvements for only so long before the benefits begin to sound less impressive. Today, organizations are asking their BPO providers a bold new question: What else can you give me? These new forms of business value such as improving customer satisfaction, increasing working capital and revenue generation, and optimizing costs and profit & loss performance are already emerging in the most progressive client/ provider relationships. Such outcomes are arising from BPO providers ability to use the business and operational knowledge gleaned from a long-term outsourcing relationship, to go deeper into their clients value chains. The earlier forms of value generated by BPO solutions will continue, but they will be delivered in the context of business outcomes based on more extensive analytics-based insights, application of industry expertise, and the scale and experience a provider gains within and across multiple industries. Following are a number of nextgeneration business outcomes for Accenture clients that provide concrete examples of how Accenture has helped organizations, from an array of industries, achieve game-changing advantages through analytics-backed BPO. 2

3 Care Management BPO North American Healthcare Payer Accenture aligned with Radiant to bring Care Management BPO services to help a leading North American healthcare payer improve service quality, productivity and compliance by managing the processing of its electronic requests from service providers related to patient care. By meeting and exceeding the 95percent target for quality service level agreements and the 99percent+ target for turn-around-time compliance, this enabled the company to meet government requirements. Offering: Care Management BPO Business Outcome: Improve Compliance and Risk Management North American Healthcare Payer Accenture aligned with Radiant to bring Care Management BPO Services to a North American healthcare payer to help them reduce administrative costs. The company was able to ramp up operations with highly-skilled resources, including US-licensed nurses in just 13 weeks and achieve a savings between 35-55percent per full-time employee. The clinicians are responsible for helping manage the review and authorization of medical services, and the company was able to re-deploy its retained staff to other customer-facing activities. Offering: Care Management BPO North American Healthcare Payer A leading North American healthcare payer significantly reduced the administrative costs of handling electronic requests from customers. Accenture aligned with Radiant to bring Care Management BPO services to introduce program efficiency improvements resulting in a 200percent increase in productivity compared to client targets, and a reduction in the number of staff needed to support the service and region. Offering: Care Management BPO Credit Services BPO Large US Bank With many Americans struggling to avoid home foreclosure, banks were flooded with requests for loan modifications. Accenture teamed with a large US Bank to maintain a high quality service environment while meeting rising demand and multiple government and bank modifications programs. Accenture rapidly met client needs by adding 365 new team members in less than four months. The team has met or exceeded productivity service level agreements and quality standards for six consecutive months (greater than 96 percent in-line quality assurance). Offering: Credit Services BPO Business Outcome: Acquire and Retain New Customers 3

4 Finance & Accounting BPO ANZ Accenture BPO F&A teamed with ANZ to build a world-class shared services capability for ANZ, allowing the bank to consolidate its finance and accounting functions. The finance shared services Center of Excellence (COE) now delivers high-end record to report accounting and finance processes supporting the majority of the divisions within ANZ bank. This provides statutory and regulatory reporting for the bank, enabling them to adhere to the stringent requirements of the financial services regulatory authorities across the region. ANZ has enjoyed significant and tangible benefits in a short time as a result of the Finance shared services COE, including greater efficiency, ability to grow and improved customer service. Offering: Finance & Accounting BPO Business Outcomes: Improve Customer Satisfaction; Improve Compliance and Risk Management Cisco Accenture Finance & Accounting BPO Services has helped Cisco Systems, one of the world s leading technology corporations, reinvent its approach to statutory and tax support for local entities and new markets. The new centralized, integrated model improves quality and compliance, reduces risk, delivers savings of approximately $5M per annum, and is also key in supporting Cisco s rapidly expanding business operations. Offering: Finance & Accounting BPO Business Outcomes: Improve Compliance and Risk Management; Optimize Costs and Profit & Loss Edcon For Edcon, a leading South African clothing, footwear and textiles group, Accenture F&A BPO standardized and automated Edcon s end-to-end accounts payable process, as well as centralized the purchase-order process, to help improve working capital and manage risk more effectively. For instance, with the 25 percent annual operational savings and continuous improvement in supplier payment processes, Edcon has been able to slash pre-payments to suppliers and take greater discounts for early payments. Offering: Finance & Accounting BPO Business Outcomes: Improve Working Capital; Optimize Costs and Profit & Loss BP Accenture F&A BPO is working with BP, the global energy company, to consolidate and run its finance and accounting function across Europe and North America. The success of this now 20-year long partnership has led the client not only to renew but also to constantly expand the partnership into new units, geographies and services. Results delivered by the F&A team include: cutting financial operating costs by 35 percent, (even though work volumes doubled) and halving F&A unit costs; as well as shortening the time required to close from 11 to 6 days by consolidating and reporting over a new web-based control tool. Also, standardizing reporting and using advanced analytics among all oil clients on the SAP platform provided each client with cost and performance synergies and greater insights into the business. Offering: Finance & Accounting BPO Business Outcome: Optimize Costs and Profit & Loss Microsoft Accenture s 20 years of experience in F&A services is helping Microsoft standardize and optimize their procurement and finance processes for more than 90 international Microsoft subsidiaries. In addition to achieving cost reduction of 35%, more importantly, personnel now have more time to focus on value-added activities. Offering: Finance & Accounting BPO Business Outcomes: Improve Workforce ; Optimize Costs and Profit & Loss North American Provider of High Tech Products and Services By conducting in-depth analysis of credit terms and introducing dynamic collection strategies, Accenture F&A BPO optimized working capital performance for a leading US provider of high-technology products and services. The reduction in the number of days it takes to process payments (day sales outstanding) helped optimize cash flow, and released an additional $9.4 million into the business and a $430,000 P&L impact. Offering: Finance & Accounting BPO Business Outcome: Improve Working Capital 4

5 HR (Recruitment) BPO European Supermarket (Caprabo) Accenture HR BPO enabled significant improvements in workforce productivity for Caprabo, a European supermarket company, by making back-office processes more efficient and effective, the program freed up over 45,000 hours per year for store managers. Time spent hiring qualified candidates was reduced, and less time was spent on executing HR administrative tasks such as CV screening, scheduling interviews and preparing new hire documents. Accenture improved the speed to hire by 50%, reducing the time it takes to fill a vacancy from an average of 10 days to just 5. The recruitment capabilities were strengthened, and processing efficiency increased by over 30%. Store managers time has been freed up to focus on improving customer service and generating sales. Offering: HR (Recruitment) BPO 5

6 Levi Strauss & Co. Levi Strauss & Co. needed to transform its recruiting process, improving its ability to hire talented retail professionals to work during the annual back to school and holiday seasons. In the past, Levi Strauss & Co. store managers recruited new hires by literally walking the halls of retail centers with paper applications in hand. Accenture developed an online, cloud-based recruiting and hiring capability, supported by a team of experienced recruiting professionals. Now Levi Strauss & Co. can advertise job opportunities on social media and careers sites, and enable candidates to apply online with Levi Strauss & Co., freeing up 60,000 store manager hours. In addition, Accenture applied analytics to identify opportunities to improve demand forecasting and sourcing and hiring performance. The outsourcing arrangement has fundamentally changed how Levi Strauss & Co. manages its recruitment and hiring function, increasing the efficiency and effectiveness of the hiring process; improving the quality of candidates and new hires and creating an enhanced user experience for both the hiring managers and the candidates. Offering: HR (Recruitment) BPO British Telecom Faced with significant challenges regarding headcount control and cost containment due to divergent systems and regional processes, Accenture HR BPO teamed with BT Global Services to implement a centralized approval tracking and control process as part of our existing onboarding services. The Global Services unit is seeing significant reduction in unapproved hires and is able to better project and regulate the flow of new hires coming into the business to match costs with incoming revenue. Offering: HR (Recruitment) BPO Asia-Pacific Financial Services Company Using recruitment fulfillment analytics, Accenture HR BPO helped a financial services organization in Asia-Pacific transform the effectiveness of its talent acquisition processes. With a 20percent improvement in its demand fulfilment for agency managers, the company was able to more quickly screen, interview and hire highly qualified candidates for the role than in the past. Offering: HR (Recruitment) BPO U.S. Personal Care Corporation Accenture HR BPO delivered a social media solution to a U.S. Personal Care corporation that enabled the company to achieve new efficiency and effectiveness in its recruiting processes. For instance, Accenture leveraged a blend of social media tools available online to create a platform for routing job postings on a regular basis to Twitter, Facebook and LinkedIn groups. As a result, the company is now posting more job descriptions (an average of 100 vs. 1-2 per month), attracting more traffic to job postings and winning more followers on the major social media sites setting the stage for accelerated hiring. Offering: HR (Recruitment) BPO 6

7 Learning BPO Telstra Telstra teamed with Accenture to redesign their new hire induction program in order to improve speed to competence, customer service and staff retention. Accenture designed an innovative blended training program that allowed new hires the opportunity to take live customer calls or make site visits during training, and introduced Team Leaders to co-facilitate and provide coaching support during the process as opposed to providing this once hired. Staff trained under this program were 30% more productive in their first 4-6 weeks. Stores with a higher percentage of these specially trained staff outperformed others in sales and customer service, and attrition dropped by 21%. Offering: Learning BPO Business Outcomes: Improve Workforce ; Optimize Costs and Profit & Loss Telstra Accenture helped Telstra improve its field workforce productivity by 51% through a major business transformation project. Accenture not only redesigned the training, which included creating and updating 57 course hours and delivering more than 12,000 hours of training, but also introduced process improvements such as optimizing service routes to reduce transit times between service calls. As a result, Telstra has seen an increase in field workforce skills and an overall improvement in the efficiency and effectiveness of meeting customer service requests. Offering: Learning BPO Global Provider of Next-Generation Business Collaboration and Communications Solution A global leader in business communications was challenged to meet revenue objectives in its IP and Convergence groups. Accenture Learning BPO collaborated with the client and designed a training solution that combined Data and IP Telephony courses, streamlined the standard curriculum, and condensed all existing courses into a 25-day program adapted to Caribbean and Latin Americas regional needs. As a result of this improved training, IP and Convergence sales revenue increased by 35 percent in six months. Offering: Learning BPO Global Products Company To improve the productivity of its sales workforce in China, the Global Products Company collaborated with Accenture Learning BPO to design and implement an innovative talent development program addressing knowledge, skills and behaviors. The development of the talent program was based on insights from a combination of sales, employee performance, and business KPI data. Introduced across 4 regions in China the solution blended elearning, virtual learning, and classroom events combined with three months of frequent reinforcement activities providing sales reps the opportunity to practice the needed skills and behaviors over a period of time. As a result, the campaign increased sales by over 2percent, and paid back for itself in two months. The program also resulted in increased sales rep engagement and confidence. Offering: Learning BPO Business Outcome: Improve Revenue Generation Global Products Company Looking to develop a competitive advantage and implement a new operating model for the Russia Belarus and Ukraine market, the Global Products Company collaborated with Accenture Learning BPO to improve sales behaviors, execution excellence, and create a continuous improvement culture. Accenture worked with the leadership team to identify the key knowledge gaps, performance gaps and business issue areas through insights gained from analytics on business, employee and performance data. The solution consisted of a blend of elearning modules, workshops, coaching and classroom sessions for the sales personnel. The program resulted in increased sales by over 3percent, and 89.6percent of sales representatives indicating the program directly helped their confidence and performance. Offering: Learning BPO Business Outcomes: Improve Revenue Generation; Improve Workforce 7

8 Marketing BPO Procter & Gamble Accenture has been supporting the expansion of Procter & Gamble s digitization agenda through our BPO services. We help increase the scale, agility and speed of the delivery of broad-based digital marketing and virtual reality services to the business. By running and operating P&G s virtual reality studios around the world, we help the brand and sales teams with virtual imaging for new product development and planning for retailer share of product. We just reached a milestone of 150 virtual store builds. When we started executing digital marketing programs for P&G, we were delivering the service to 44 brands. Today the service has grown to cover over 90% of the brands. And we jointly continue to evolve and innovate into new digital service areas such as search engine optimization. Offering: Marketing BPO Business Outcomes: Improve Revenue Generation; Acquire and Retain New Customers UBS Through our Social Media Monitoring service, Accenture Marketing BPO is helping UBS navigate the world of digital social media, allowing the company to fulfill important communication and risk mitigation business objectives in the area of reputation management, customer trust and brand issues. Through detailed reports and additional analysis, the client has access to a comprehensive view on topics that might be starting to flare up and require an immediate response. The service, delivered in a consistent and cost-effective way on an international level, is a great example of Accenture s end-to-end capabilities as it combines its strengths in management consulting, global delivery of business-process outsourcing and technology assets. Offering: Marketing BPO Business Outcomes: Improve Compliance and Risk Management; Acquire and Retain New Customers 8

9 Leading National Mobile Communications Provider A leading National mobile communications provider, worked with Accenture Marketing BPO to address an increasingly transient customer base and high customer churn. Through analytics, industry expertise and insight, Accenture developed a comprehensive understanding of the underlying causes. As a result, attrition among prepaid customers decreased by over 35 percent, and over 80 percent among post-paid customers. In addition, targeted campaigns led to over $45 million in new revenue, and take-up rates for marketing and sales campaigns improved by over 15 percent. Offering: Marketing BPO Business Outcomes: Improve Customer Satisfaction; Optimize Cost and Profit & Loss ; Acquire and Retain New Customers Global Pharmaceutical Company Accenture Marketing BPO is assisting a global pharmaceutical company by creating a more coordinated experience for customers across its business by managing its growing group of marketing campaigns. Accenture delivered valuable campaign insights by analyzing data after campaigns go live and generating recommendations for design and execution of future campaigns. We have also improved costumer experience and efficiency, reduced the number of days for campaigns to go live from 15 to 5 by eliminating redundant work-streams, and lowered overall marketing costs. Offering: Marketing BPO Business Outcomes: Acquire and Retain New Customers; Improve Workforce ; Optimize Costs and Profit & Loss Network BPO Global Telecommunications Company Accenture Network BPO has partnered with a leading telecommunications company to improve the customer satisfaction scores. Through data analysis and root cause analytics, Accenture has implemented end to end process improvements which have resulted in a 40percent CSAT increase. This improvement was a key factor in client s decision to further expand its scope with Accenture and the confidence to transition complex work. Offering: Network BPO Pharmaceutical BPO Global Pharmaceutical Company Accenture Pharmaceutical BPO is using its industry knowledge to help a global pharmaceutical company get drugs to market faster through more effective data management within its Research & Development (R&D) function. By optimizing clinical study design and management, Accenture has reduced by 30 percent the time it takes to design, develop and complete each study, while also reducing the costs. Offering: Pharmaceutical BPO Business Outcomes: Improve Compliance and Risk Management; Improve Workforce National Pharmaceutical Company A National Pharmaceutical company teamed with Accenture Pharmaceutical BPO Services to redesign their clinical data management practiced. Accenture was able to improve areas such as reducing the last-patient-last visit lock time (the time it takes to record the final patient statistics after the study is complete) by 65 percent, automating more than 30 percent of data checks, and establishing a team of site specialists to standardize data clarification forms. Through these changes, data processing cycle times decreased by 80 percent and case report forms processing costs were reduced by more than 33 percent. As a result the company s clinical data management efficiency exceeded industry benchmark norms, and positioned company in the top 5 percent. Offering: Pharmaceutical BPO Business Outcomes: Improve Compliance and Risk Management; Improve Workforce 9

10 Procurement BPO Procurement BPO Multinational Electronics Company Accenture Procurement BPO aligned with a multinational electronics company, to provide sourcing category expertise and procurement processes to help manage their indirect spend, bring $400M under management in 2.5 years, and reduce their operating costs year-onyear. Within the first year, Accenture has embedded its procurement process within the client s culture, positioned themselves as a strategic advisor and partner, and have completed nearly 75 sourcing project in the first year bringing, roughly $100M under management. Offering: Procurement BPO Business Outcome: Optimize Costs and Profit & Loss Global Software Company Through Accenture s Procurement BPO offering, a global software company met their aggressive goal of saving $40 million in contracted cost reduction over five years. This was accomplished by expanding the amount of spend addressed by its existing procurement process by 100percent, driving compliance and improving visibility and control. Accenture Procurement BPO focused on a number of areas including: improving the clients mobile telephone contracts through one carrier resulting in a contracted savings of one-third their annual spend; conducting online auctions for the past five years to help obtain the most competitive pricing for servers; and consolidating their freight suppliers to one partner, with savings of 16 percent. Offering: Procurement BPO Business Outcomes: Improve Working Capital; Optimize Costs and Profit & Loss Global Automotive Parts Company Accenture Procurement BPO helped a global automotive parts company achieve first-year improvements through a multi-year sourcing and category management engagement that brings greater spend visibility, category capability and strong stakeholder engagement. Through this partnership, Accenture identified 100+ sourcing projects for the first year, delivered 50 percent of indirect spend under management and projected savings at or above 6 percent across categories. The results are driving value to the bottom line through price negotiations and demand management. Offering: Procurement BPO Business Outcomes: Improve Working Capital; Optimize Costs and Profit & Loss Supply Chain BPO Supply Chain BPO North American Aerospace and Defense Company Leveraging sophisticated spare-parts inventory analytics, Accenture Supply Chain BPO helped a leading North American aerospace and defense company to optimize its working capital performance. By scientifically calculating optimum inventory across the company s parts distribution centers, the program managed to simultaneously raise product availability from 59percent to 81percent. Offering: Supply Chain BPO Business Outcomes: Improve Working Capital; Improve Revenue Generation; Optimize Costs and Profit & Loss North American Retailer A large national grocery retailer needed to improve supply chain performance for over $1B worth of general merchandise by reducing stock outages, stock overages, and errors, such as shipping the wrong product to a store. While cost was an important consideration in provider, the ability to improve performance was the client s main criterion. Accenture applied our domain expertise and analytics capabilities to determine that the client s legacy forecasting tools were inaccurate, and built a custom forecasting tool that used logic to forecast better year-round and seasonal products. Accenture also built analytics tools for category management, and used the data to re-design business processes. As a result, Accenture was able to help the client increase the distribution center stock fill rate by over 1000 basis points and improved inventory currency. Error rates were also reduced by up to 50percent, leading to less rework and improved efficiency. Offering: Supply Chain BPO Business Outcomes: Improve Revenue Generation; Optimize Costs and Profit & Loss 10

11 U.S. Retail Company Targeting increased revenue, a leading U.S. retail company worked with Accenture Supply Chain BPO to achieve a 10-15percent improvement in forecast accuracy. Applying analytics, the program improved forecast accuracy for more than 500,000 products across multiple categories such as apparel, foods, general merchandise and pharmacy, resulting in improved inventory management that contributes to overall revenue improvement. Offering: Supply Chain BPO Business Outcome: Improve Revenue Generation North American Utilities Company Using a transaction compliance and analytics tool, Accenture s Finance BPO team helped a North American utility company identify significant working capital and cost saving areas of opportunity within their Procure to Pay cycle. By analyzing 18 months worth of spend, Accenture recommended changes that could lead to $30 Million in working capital benefits as well as $2 Million in cost savings within the Accounts Payable function. In addition, the team proposed several transformational initiatives to update the client s Accounts Payable function that could realize an additional $1 Million in cost savings. Offering: Utilities BPO Business Outcome: Optimize Costs and Profit & Loss 11

12 About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 261,000 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$27.9 billion for the fiscal year ended Aug. 31, Its home page is Copyright 2013 Accenture All rights reserved. Accenture, its logo, and High Delivered are trademarks of Accenture.

13 High BPO Delivers game-changing business outcomes

14 High BPO Delivers game-changing business outcomes