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Accenture is helping numerous clients realize a new class of benefit from business process outsourcing (BPO).
BPO has delivered great value through standardizing and streamlining processes and driving out cost. Now, however, 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 and 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.
Accenture is already delivering next-generation business outcomes to clients in a range of sectors:
Care management. Accenture is helping a North American healthcare payer reduce costs and redeploy trained staff to other customer-facing activities.
Finance and accounting. In-depth analysis of credit terms and dynamic credit strategies are helping a leading US provider of high technology products and services use capital better.
HR (recruitment). Accenture helped British Telecom centralize approval tracking and control processes as part of existing onboarding services, reducing unapproved hires and enabling the company to match costs with income.
Insurance. Accenture is piloting a speech analytics solution to help a global insurer improve customer satisfaction and retention.
Learning. Accenture is helping a global provider of unified communications with a training solution that is adapted to local needs, increasing sales in specific categories by up to 35 percent in six months.
Marketing. Accenture provides digital marketing programs to more than 90 percent of all Procter & Gamble brands and delivered 102 percent improvement on a recent search engine optimization audit.
Network. Accenture is helping a leading telecommunications company speed up the delivery of new products and services to customers, resulting in a 40 percent increase in productivity.
Pharmaceutical. Accenture helped an international life sciences company improve its response time for managing fatal and life-threatening safety cases.
Procurement. Working with Accenture, a global communications company has saved 16 percent of bottom-line costs in direct material sourcing, and reduced inventory levels by 50 percent.
Supply chain. A leading North American aerospace and defense contractor leveraged spare-parts inventory analytics to optimize inventory across distribution centers, while simultaneously raising product availability from 59 percent to 81 percent.
Utilities. Accenture helped a North American utility save working capital and costs in the procure-to-pay process—for potential savings of $2 million and $30 million in working capital benefits.
To learn more, read our related research: High Performance BPO: Eight Practices That Can Drive Long-Term, Differentiated Value from a BPO Relationship.
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