209Accenture Achieving High Performance Through Tailored Outsourcing Solutions From Custom BPO Serv
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Transcript of 209Accenture Achieving High Performance Through Tailored Outsourcing Solutions From Custom BPO Serv
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Achieving highperformance through
tailored outsourcingsolutions from CustomBPO Services
Outsourcing
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Accenture Custom BPO Services provides a broadspectrum of tailored services designed to addressthe unique needs of a client organization. Forbusinesses facing the challenges of the currenteconomic climate, a customized businessprocessing outsourcing (BPO) solution can bethe right answer, helping them transform theirprocesses to deliver high performance atlower costs.
Outsourcing provides solutionsfor a wide range of business
challenges made more exigentby the current economic climate.In situations where a customizedsolution would meet a companysneeds more closely than one ofAccentures standard outsourcingofferings, Accenture Custom BPOServices collaborates closely withits clients to create new ways of
servicing a market or performinga specific business process.
Accenture helps clients achievehigh performance through
outsourcing services designedspecifically to meet theirparticular business challengesand individual cost-managementneeds.
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GettyImageAUD$660
Opinions differ on the likely depth and duration ofthe economic downturn currently gripping globalcompanies and markets. But no one disputes that weare in challenging economic environment that showsfew signs of improvement in the near term.
Capital is scarce; sharp cutbacks in consumer andcorporate spending are occurring; demand forproducts and services is decreasing, putting pressureon prices and margins; changes in the competitivelandscape present the threat of acquisition, whilecreating opportunities for the strong to achievehigh performance.
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Why Custom BPO?Accentures High Performance
Business research has found that
companies are increasingly searchingfor more sophisticated ways to address
industry and business challenges
that go beyond cost savings and help
them achieve improvements in both
efficiency and productivity. They are
looking beyond traditional outsourcing
solutions (like IT, HR, and finance) to
deliver cost savings and operational
excellence while also improving
customer service.
Accenture Custom BPO Services bringsthe very best of Accentures standard
offerings and global industry and
cross-industry experience to provide a
trusted solution that meets our clients
unique business challenges, and cost
management needs. Subsequently
many of Accentures standard
industry-specific and cross-industry
offerings originated from innovative,
custom BPO relationships.
Accenture Custom BPO Services can
help clients achieve high performance,
even in a down turned global
economic environment, through
operational efficiencies and improved
organizational effectiveness to:
Improve cash flowand liquidity
Achieve immediate and sustained
cost management
See resultsfaster
Position for growth
- Quickly establish and operate
new functions
- Design, build and run new
business operations
- Transform existing processes
In todays economic environment, more than evercompanies are looking to outsource their back-officefunctions to provide a direct and immediate responseto their business challenges. Accenture Custom BPOServices is currently working with over 100 clientsto develop client-specific solutions that improve
cash flow, achieve sustained cost management, andstrengthen their competitive position by driving newbusiness growth.
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Dalian
Shanghai
GuangzhouDelhi area (2)
HyderabadPuneMumbai (3)
Naples
Casablanca
Malaga
MadridNantes
LondonAlmere
Riga
WarsawBratislava
BucharestBrno
Prague
Montreal
WilmingtonAtlanta
Toronto area
Chicago
CincinnatiSan Antonio (2)
Houston
Mexico City
Monterrey
Sao Paulo
IT Center** IT Centers includes technology and IT outsourcing (application outsourcing and infrastructure outsourcing)
BPO Center IT & BPO Center
RosarioBuenos Aires
Bangalore (5)
Port Louis,Mauritius
ChennaiManila (8)
Cebu
Figure 1. The Accenture Global Delivery Network
Why Accenture?Accenture has deep outsourcing
experience, industry knowledge, and a
global delivery network.
Almost two decades of experience
in outsourcing
Serves more than 30 industries
and 100 countries
Over 650 outsourcing clients
More than 85,000 people focused
on outsourcing
Accenture Global Delivery Network
of over 50 centers in more than 40
cities (see figure 1)
21 languages supported for BPO
24/7 operations
Trained over 6,100 delivery
professionals in our Operational
Excellence practices
Why Accenture Custom
BPO Services?Accenture Custom BPO Services is an
established global practice.
More than 100 Accenture Custom
BPO Services clients
Experience across all industries
Over 95 new contracts signed in
fiscal 2008
Over 15 new clients added to our
portfolio in fiscal 2008
More than 3,100 dedicated
personnel working in more than 25
countries across five continents
For the secondconsecutive year,
Accenture ranked No.1on the Worlds 100 BestOutsourcing ProvidersNamed for 2009 by theInternational Associationof OutsourcingProfessionals (IAOP).
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Scope of Accenture
Custom BPO ServicesAccenture Custom BPO Services
provides a broad spectrum of
customized outsourcing services,
allowing clients to outsource a
discrete activity, or an entire business
process or activity across multiple
functions. Examples of the tailored
outsourcing services we provide our
clients include:
Warranty management services
Accenture is helping major
companies move toward achieving
high performance by developing an
end-to-end warranty management
strategy, and reengineering their
warranty management processes and
technologies.
Sales fulfilment/order management services
Accenture is providing process
standardization, enabling technologies,
organizational transformation,
monitoring, and reporting to ensure
world-class order management
processes.
Document management services
Accenture designs customized
solutions to help companies transformpaper and electronic forms and
documents into accurate, valuable
data that can be stored and quickly
accessed. The benefits include lower
total cost of ownership and improved
functionality and service levels.
Public service (government) processing
Accenture is a trusted partner helping
governments transform themselves to
improve business outcomes through
customized solutions such as citizentransaction services and back-office
processing.
Communications/porting and provisioning services
Accenture provides communications
service providers with electronic
bonding and order provisioning
services for their trading partners,
using a single comprehensive interface
that shields the client from learning
and implementing trading partner-specific integration knowledge and
requirements.
Supply chain services
Accenture has developed a suite of
powerful supply chain execution assets
to help our clients find and forge
their own path to high performance.
Accenture explores how market
leaders are building supply chains that
are information-rich, highly flexible,
and built around customer needs.Engineering services
Accenture enables companies to
outsource various aspects of product
development and engineeringfrom
discrete activities to the entire
product development processat high
quality and lower cost. This offers
companies substantial opportunities to
reduce the time and cost of bringing
new products to market, allowing
the engineering operation to focuscapacity on core differentiators.
Customer contact services
Accenture teams with companies
to provides an integrated suite of
scalable, "front-office," marketing,
sales, and customer outsourcing
services. We help leading companies
transform their customer contact
operations, improve the customer
experience, and enhance customer
loyalty, retention and satisfactionwhile lowering operating costs and
capital expenditure.
Other Custom BPO services include:
Marketing services
Mortgage services
Back-office services
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Accenture's High Performance Business researchinitiative has found that a distinctive trait of a
high-performance business is the ability to respondto a economic downturn proactively in order toimprove their competitive position. While manycompanies must focus on short-term, breadand butter survival issues, high-performancebusinesses also engage the longer-term challenges ofpositioning for competitive advantage and organicor acquisition-led growth. Accenture Custom BPOServices can help clients achieve both the short and
long-term goals that will enable them to becomehigh-performance businesses.
Client case studies demonstrate how AccentureCustom BPO Services delivers fast results that enableour clients to achieve high performance.
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The Operations Center needed tosupply a consistent managed serviceto support its growing business. Inaddition, it wanted to improve the
quality of service that it provided toits customers and partners, as well asits overall cost effectiveness.
Accenture is delivering key operationalactivities for Microsofts VolumeLicensing and Commercial ServicesbusinessesMicrosofts biggestrevenue earner in the multi-billiondollar EMEA regionincluding:
Contract, agreement, and orderprocessing for volume licensing
Order management and billing forcommercial services
Rebate and channel incentivepayment processing
Customer care for all operationaland tools-related queries
These services are provided in sixlanguages in support of all relevantsales locations and time zonesby a team of approximately 180
Accenture staff from Microsofts EMEAoperations center in Dublin.
Accenture also helped implement aforecasting and capacity planningprocess, enabling Microsoft to ramp-up staff to support peaks in businessvolumes and related customer queries.
Through Accenture Custom BPOServices, Microsofts cost peractivity has decreased while overallproductivity has increased. TheAccenture team also helped Microsoftimprove its customer satisfactionratings to the highest level yetplacing Microsoft further along theroad to high performance.
Microsoft
Microsofts Europe Middle East Africa region (EMEA)Operations Center in Dublin manages the end-to-endoperational activities for its customers and channelpartners across the region. The EMEA Operations
Center processes over 5.5 million orders each year andships over 26 million units to 120 countries acrossthe region.
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With lower loan volumes andincreased pricing pressure to remaincompetitive, the client needed to cutcosts across the mortgage lending
function. In addition, high error rateswere driving major issues with loansale ability and investor reporting, anddelaying the overall investor deliveryprocess. An outsourcing agreementwould allow the bank to removecosts and focus on its core businessprocesses.
The bank teamed with AccentureCustom BPO Services to providea mortgage BPO post-closesolution. Providing a full end-to
end technology-based outsourcingsolution, Accenture combineddomestic post-closing document-processing operations, automatedpost-closing technology and itsAccenture Global Delivery Network forquality control, indexing and exceptionprocessing, allowing the bank to meetits continued growth targets, focuson its core business processes andsignificantly reduce its costs.
The bank achieved:
300 percent improvement in loanboarding process to servicing
100 percent improvement in loanavailability for sale
30 percent reduction of dataintegrity errors in loan file
30 percent reduction in time fromclosed loan to receipt of paper file
80 percent reduction in time fromreceipt of paper file to completion ofaudit
100 percent reduction of manualdocument retrieval requests (on-line
image viewing)
80 percent reduction in supplycostin part by eliminating ninecommercial copiers, a service contract,and supplies (for example: paper andtoner)
In addition to these improvementsthe bank was able to achieve highperformance by leveraging theinvestment it made in its new retail
mortgage loan origination systemas well as the investment it madein outsourcing the servicing offunded loans.
Major Retail Bank
This privately held bank has a history of morethan 30 years of successful banking and mortgageventures in a half dozen states across the USSouthwest and Midwest. The bank recognized
that its post-closing mortgage function was notdifferentiated, and as a major cost center was notdriving any significant value.
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The company realized that it needed tosignificantly improve its supply chainif it hoped to penetrate new markets.Efficient and effective supply chain
operations would provide ETS with theagility to more easily leverage newopportunities to grow and increaserevenues, advance its missionas wellas reap significant savings.
ETS knew it needed a trusted partnerto help it create the new supplychain and manage it with optimalefficiency while the company focusedon its core competencies. Based on itsstrong track record in business processoutsourcing, ETS chose Accenture
Custom BPO Services to transform andmanage all aspects of the companysglobal supply chain.
Working together, Accenture helpedETS consolidate and simplify supplychain processes, logistics andinfrastructure to improve overalloperational efficiency. Accenture
Custom BPO Services assumedresponsibility for supply chainactivities (spanning publishing,printing, forecasting, inventory and
production planning, distribution,and logistics). While ETS managestest administration, Accenture isresponsible for collecting, processingand accounting for tests and forcapturing test data.
Choosing Accenture to help ittransform and manage its supplychain operations has enabledETS to significantly improve thecontrol, accuracy and integrity inits operationsand boost its wins
in new target markets. Today ETSalso is benefiting from guaranteedservice levels for the first time in itshistory, thus gaining a consistentlevel of reliability and a predictablecost structure for the operation ofits entire supply chain. Meanwhile,ETS is achieving more than 99.5percent accuracy in key service level
agreement (SLA) operational areas.These results reflect how AccentureCustom BPO Services can deliverboth cost reductions and service
improvements.
Educational Testing Service
With the overall objective of becoming a highperformance business, Educational Testing Service(ETS) wanted to intensify the pace of its push intonew markets. The company set an aggressive revenue
growth plan that involved expanding the scope andbreadth of its existing market relationships anddeveloping a more diverse client base. However, ETSfaced a major hurdle. Given the scale of its operations(including hundreds of millions of items shipped tothousands of locations annually), ETSs continuingsuccess rests on its ability to maintain a reliable andefficient supply chain.
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Demand had exploded for its mobilephone devices and home appliances.Unfortunately, warranty claim ratesalso were skyrocketing. With a global
network of outsourced AuthorizedService Centers (ASCs), the companyrealized it must directly address claimvolume and cost in order to protect itsprofitability.
Accenture Custom BPO Servicesoversaw the transformation of thecompanys claim validation processes,while consultants from Accenture'sElectronics & High Tech industry groupaddressed the company's ASC networkoptimization and their increasing
inability to accurately gauge customersatisfaction and loyalty.
With the assistance of AccenturesCustom BPO Services, the companyimplemented an outsourced warrantyclaim validation program that has:
Saved the company US$6.9 millionin direct service cost over two yearsand decreased the claim increaserate per quarter from 11 percent to
1.4 percent by establishing a stableand standardized warranty claimmanagement process in 24 countries.
Optimized its ASC network which isprojected to provide cost savings ofUS$1 million per year. This is linkedto a 12 percent improvement inservice quality and a 30 to 40 percentreduction in ASCs.
Helped the company effectivelymeasure customer satisfaction andloyalty by developing a new surveytool (based on the Net Promoter Scoreconcept).
Accenture's solutions decreasedservice costs for this company whileimproving claim validation processes.Quality claim data and optimization
modelling dramatically enhanced theperformance of their service centernetworks. And finally, the companywas able to capitalize on claim data togauge customer perceptions accuratelyand determine what it takes tostrengthen loyalty.
Global Electronics Manufacturer
An Asia-based global electronics manufacturer,with more than US$40 billion in annual salesand nearly 50 overseas branches, had grownexponentially in recent years.
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Copyright 2009 AccentureAll rights reserved.
Accenture, its logo, and
High Performance Deliveredare trademarks of Accenture.
About Accenture
Accenture is a global managementconsulting, technology services
and outsourcing company.Combining unparalleled experience,comprehensive capabilities across allindustries and business functions,and extensive research on the worldsmost successful companies, Accenturecollaborates with clients to help thembecome high-performance businessesand governments. With more than181,000 people serving clients in over120 countries, the company generatednet revenues of US$23.39 billion forthe fiscal year ended Aug. 31, 2008.
Its home page is www.accenture.com.
For more information on howAccenture Custom BPO Servicescan help you business achieve highperformance, please contact:
North AmericaAndrew [email protected]+1 703-947-1104
EuropeFrancisco [email protected]+34 91-596-6316
Latin AmericaRodolfo [email protected]+54 11-4510-8447
Asia PacificDavid [email protected]+65 6410-7785
Global Managing DirectorTom [email protected]+1 469-665-5587
ACC09-1203