High-Performance BPO Delivers Game-Changing Business Outcomes

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.