BPO in the Media & Entertainment IndustryTransform your enterprise to stay at the forefront of today’s consumer-driven marketplace: Platform-based BPO as an accelerator for business process efficiency

the way we do itBusiness Process Outsourcing

Capgemini supports four media & entertainment industry leaders with platform-based Business Process Outsourcing (BPO) solutions that improve, standardize and automate complex business processes including:

•Finance and Accounting •Supply Chain Management •Procurement •Customer Interaction Management •Content Management

The information contained in this document is proprietary. ©2014 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

Capgemini supports four of the top five media and entertainment companies with platform-based Business Process Outsourcing (BPO) solutions that improve, standardize and automate complex business processes including:

• Finance and Accounting • Supply Chain Management • Procurement • Customer Interaction Management • Content Management

Maximize the economic value of your digital content strategy

The demand for digitalization is driven by consumer behavior, creating an opportunity for many players in the media and entertainment industry, and a serious threat for others. Companies who understand the individual consumer and their needs succeed in exploring new revenue streams and maximizing working capital.

The switch from physical to digital content brings additional complexity to core business processes and higher risk exposure, but industry leaders focusing on top notch back-office operations help enable the move.

To enable a smooth transition to the digital era, we collaborate with our clients to follow a clear roadmap to success. We work with the top media & entertainment companies, delivering expertise to transform your business into a lean and automated enterprise. From paying royalties and managing licenses across multiple channels to cash collections and regulatory compliance, we understand the intricacies of financial transactions and know how to draw value from vast amounts of data. Together, we will define and deliver best-in-class processes to address your unique needs. By establishing a BPO partnership with Capgemini, our solutions will enable you to:

• Improveprocesses: enabling 20%+ productivity gains• Growmargins: cost reductions by decreasing manual

processes and labor• Containcosts: increase automation and load-balance

resources• Manageworkingcapital: lower DSO, improve the supply

chain and reduce infrastructure cost• Minimizerisk: gain from our global footprint as well as our

global, risk, and compliance structure• Deployleadingtechnologies: industry-proven platforms

and automation that reduce waste and revenue leakage

Transformation: Media and Entertainment

HO

RIZ

ON

TAL

PR

OC

ES

SE

S

TVBroadcastersMusicBroadcastersCableNetworksSportsChannels

RecordedMusicProduction

PhysicalDistributionDigitalDistributionMusicPublishing

Video GamesProduction

Physical DistributionDigitalDistribution

Ad Agencies

Marketing

PromotionalCampaigns

OutdoorAdvertising

Resorts

CasinosCruise Lines

Theme Parks

BooksMagazinesNewspapersEducationalMediaInformationManagement

Theatrical Distribution

HomeEntertainmentDistributionTVDistributionDigitalDistribution

ConsumerProducts

Broadcasting Music Publishing& Media

Finance &Accounting

Procurement

Supply Chain

CustomerOperations

HR

Studios Gaming HospitalityAdvertising

Order To Cash Procure To Pay Record To Analyze Governance, Risk & Compliance

Source To Contract Procurement Operations

Customer Interactions Social Media Content Management

Hire To Retire

Order To Deliver

X-ENTERPRISESERVICES

Business Transformation Services

Enterprise ContentManagement

Master Data Management Analytics Services

BPOpen® WebCollect ERP

IP & PRODUCTS BPOpen® WebCollectIBX Global Enterprise Model

3

the way we do itBusiness Process Outsourcing

Develop a more direct relationship with consumers to capitalize on evolving consumption patterns

Consumers have taken control of when, where, and how they purchase and consume news, music, television, movies and other content produced by the media and entertainment industry. They demand access to content at any time, in any location and across their chosen devices.

While this shift has disrupted how media is promoted and distributed, it also presents a number of opportunities if leveraged correctly.

We enable media and entertainment organizations to understand and capitalize on consumer behavior by analyzing buying patterns across various channels to optimize their marketing mix, trade promotions and advertising revenue.

Our centrally operated analytics services combine professionals possessing both analytical skills and domain expertise along with a flexible, multipurpose technology platform to convert sources of unstructured data into one structured view.

We provide the expertise and tools necessary to interpret trends across distribution and promotional channels to effectively transform vast amounts of big data into meaningful insights. We use the necessary insights to help you quickly capitalize on opportunities and grow your business.

How to integrate and manage new revenue streams while optimizing working capital

New distribution channels, mergers and acquisitions, and changing consumption patterns can complicate collections and credit management within existing revenue streams. Margin pressures are also making it more challenging to respond to new revenue-generating opportunities. At the same time, multiple systems and inconsistent business processes across regions and units hinder efforts to drive improvements in finance and accounting operations.

We have transformed the most complex Order to Cash (O2C) processes with our platform-based O2C solution that applies advanced technology for:

• Order management• Billing and contract compliance• O2C analytics • Auto cash application• EDI data aggregation• Deduction management• Credit and risk mitigation• Cash collections• Strategies and workflow enablement

We have helped a number of leading media and entertainment companies standardize and automate these processes to improve productivity and cash flow while removing waste. We know how to find points of revenue leakage and where deductions can be disallowed and collected, and can also apply analytics to identify and address the root causes of these problems.

These insights help CFOs avoid unnecessary credit risks and ensure credit is properly used to maximize sales while minimizing revenue leakage, bad debts and write-offs. Our WebCollect technology platform for collections efficiently manages data from various sources for in-depth analysis of deduction habits to address issues within the supply chain and support dispute resolutions.

By driving out waste from the process, reducing error rates and removing unauthorized deductions, our media and entertainment clients have realized an average of 20% cost savings and 30% improvements across key financial metrics.

Action

Data reporting / Dashboarding with drilldown Business Intelligence solution forfull-scale data analysis

Data Warehouse to consolidate and provide structured data

PerformanceData

CustomerERPs

WorkflowData CRM Social

MediaOther Data

Sources

RelationshipAnalysis Indexing Modeled Financial

Data Scores SupplierPerformance

Alerts Multi-tenantFile Security

Text, Voiceand Image Permissions Customer

FileBehavioral

DataGeospatially

Enabled

Match Keys DataGovernance

EntityResolution Aggregation Propensities Supplier

StatusAdded Value

Content

Ana

lysi

sR

epo

rtR

eco

rd

Analysis DataCube A

Analysis DataCube B

Analysis DataCube C

Data

Information

Insight

MasterData BillingCredit Collections Cash Queries and

Deductions Reporting DocumentManagement

Approval Workflow / Authorization Matrix

SLA, Operational, Compliance & Management Reporting

Service Help Desk

Customer Portal

Credit & RiskManagement

MDMSolution eBilling Automated

Chasing Auto Cash DeductionManagement

CollectionCalls

IntegratedWorkflow

ReportBuilder

DocumentManagement

DashboardAnalytics

WebServices

EIPP /Print Pack&

Mail

CustomerSegmentation& Strategies

CashApplication

DisputeManagement

BPOpen® WebCollect ERP

Tech

no

log

y B

luep

rin

t

Automate to drive greater accuracy and efficiencies in the Order to Cash process

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Improve content distribution processes to better respond to volatile customer demand

As customers have more channels to choose from across a global marketplace, it is becoming increasingly difficult to manage volatility in demand, particularly if there is a lack of integration and visibility across the entire supply chain. Not only can this affect customer retention, but the impact on costs and working capital can be detrimental to the business. Efforts to address the problem are challenges in themselves due to legacy systems and tools that limit the availability of data as well as a shortage of talent with the right skills and knowledge to drive improvements.

We can help media and entertainment companies gain a stronger competitive edge with flexible BPO solutions that enable a faster response and better visibility across the entire supply chain while optimizing costs and working capital. Using our Global Enterprise Model (GEM), we will work with you to design and implement an appropriate target operating model to streamline, integrate and rapidly transform key supply chain processes including:

• Planning• Order and production management• Content inventory• Logistics management

Our teams of highly skilled professionals know how complex supply chains operate and have the tools, knowledge and best practices to analyze processes and drive improvements from initial sourcing to final delivery.

Capgemini BPO’s supply chain management solutions enable you to:

• Reduce costs and working capital while minimizing risk• Respond faster to volatile customer demand• Remove complexities to improve visibility, integration and

collaboration across your entire supply chain• Fuel your business growth and competitiveness through

enhanced supply chain performance

Customers

Suppliers

ServiceProviders

Financial Institutions

3PL

Distributors

$€ £

$GlobalCapability

Improve Cash Flow

Reduce Total Supply Chain Cost

Manage SupplyChain Risk

Faster Time To Market

Enable Sustainability

Customer Service

Optimize Working Capital

SCMLeader

Supply Chain Talent Crunch

Reduce Cost & OptimizeWorking Capital

Integration, Visibility& Collaboration

Respond to Volatile Demand & Supply

5

the way we do itBusiness Process Outsourcing

Secure transformation at your pace

Our Global Enterprise Model (GEM) methodology fuels our client’s transformation.This innovative platform is designed to deliver business services. It is built upon best-in-class processes, bundling over 17 years of BPO experience, intellectual property and technology into an approach for transforming business operations while minimizing cost and risk.

GEM comprises seven levers that can be applied collectively or individually. This industrialized approach expedites the process, allowing enough flexibility to tailor the model to your needs.

Lever 1: Grade Mix: Defines the most appropriate structure of your Shared Service Center or BPO delivery team for different types of business processes. We’ll assess the complexity of the process as well as the skills and competencies required.

Lever 2: Location Mix: Defines the correct locations for servicing processes based on specific requirements such as local languages.

Lever 3: Competency Model: Defines capabilities and the proficiency levels required to provide services for business processes.

Lever 4: Global Process Model© (GPM©): This is our pioneering approach to running processes. It is a repository of best practices based on decades of experience delivering world-class processes for over 100 clients. The GPM© is a key enabler of transformation within GEM, driving standardization, clearly defined target delivery models and harmonization of business processes.

• ProcessesincludingP2P,R2A,O2C,licensingroyaltiesandIPmanagement

Lever 5: Technology: We have developed a technological blueprint corresponding to key end-to-end back-office processes. Exclusively developed by Capgemini, BPOpen® business process management is used to support our innovative approach and robust transition methodology, while ensuring consistent service management across delivery centers.

• Proprietarydevelopmentstosupportmedia&entertainmentclientneeds(WebCollect)

• Alignedtoplatforms• Cloud-enabledtoguaranteeglobaloperations

Lever 6: Pricing: Is key to driving the right behavior and desired business outcomes. We offer an array of pricing models including fixed; FTE, transaction and outcome-based pricing; as well as gain share solutions.

Lever 7: Governance: Ensures that the right governance structure is put in place for every engagement. This enables the optimum mix of people and interactions model for shared services and BPO. Efficient and well-managed governance is fundamental to a mutually beneficial outsourcing and captive shared services model. The lever defines a proven framework to ensure the right level of interaction and type of decision-making process are implemented for the different executive, management and operational levels of your business.

• Off-the-shelfmonitoringoflicensing,royalties,CFOanalytics

• Definescontrolandperformancemeasurementstructures

6

A reliable transformation partner for accelerating business outcomes

Capgemini works with four of the top five global media and entertainment companies. We have extensive experience in delivering best-practice business process services as well as deep knowledge of the industry – a powerful combination to support your traditional and digital content strategy.

Our collaborative nature and ability to drive accelerated performance across working capital initiatives — Royalties Accounting, Advertising Revenue Optimization, Content Lifecycle Management, Finance and Accounting, Supply Chain, Procurement operations, and beyond — is your competitive advantage. Collaboration is in our DNA and we pride ourselves on developing strong strategic partnerships with our clients. We will work closely with your teams to adapt Capgemini’s proven models to your unique requirements and culture.

Some of the outcomes we’ve delivered for our media and entertainment clients include:

• Significant cash flow improvements in O2C (65%+ improvement in DSO)

• Decreased DSO from 78 to 28 days from engagement inception

• Improved working capital by $550 million• Reduced dispute volume by 88% • Increased cash collection by 31%

Business transformation backed by the power of the Capgemini Group

Our transformation capabilities extend beyond business processes to enable competitive growth within the digital landscape. Other BPO services include content management to ensure product information is accurate, providing insight into purchasing patterns and the optimization of the digital and physical media shelf space. Our consulting organization helps clients define and deliver winning digital strategies through a collaborative, relationship-based approach while our application services teams provide the necessary infrastructure to enable the transformation.

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the way we do itBusiness Process Outsourcing

For more details contact:

Brian FredettePrincipalTel.: +1 949 338 8113brian.fredette@capgemini.com

Marty BorchardingVice President BPOMob.: +1 818 441 2725marty.borcharding@capgemini.com

John Mathew Principal Tel.: +1 914 806 1194 john.a.mathew@capgemini.com

Kimela TiptonSales Business PartnerTel.: +1 214 901 3390kimela.tipton@capgemini.com

About Capgemini

With almost 140,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion.

Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.

Learn more about us at

www.capgemini.com

The information contained in this document is proprietary. ©2014 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

the way we do itBusiness Process Outsourcing