209Accenture Achieving High Performance Through Tailored Outsourcing Solutions From Custom BPO Serv

8/12/2019 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

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209Accenture Achieving High Performance Through Tailored Outsourcing Solutions From Custom BPO Serv

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