Digitizing business services
Reimagining business services to better serve clients and enable Accenture growth and resilience
Accenture is on a digital transformation journey to drive additional value for our clients, our people and our business. Our strategy involves continuous evolution so we can keep our processes up-to-date, automate and use analytics and insights to digitally enable the business.
To make the change, we knew we needed to approach our business in a radically different way, working across the entire organization to streamline the whole client account and business unit management process. It required a fundamental shift in how we approached the services, solutions and support for our business so that they were better integrated.
In turn, we would be able to work more efficiently improve the experiences of our client teams and drive the flow and insights from our data to offer better services that directly benefit the business.
In the past, our client-facing teams had managed, sold and delivered services without online, “joined up” processes and reporting. By introducing a digital superstructure, founded on SAP, we were able to create digital business services that offer our people the best tools to manage, sell and deliver work.
Today, with Accenture IT infrastructure 95% in the public cloud, we are able to easily enable digital services and experiences that generate new business value. By aligning and better integrating our technology and the support of our corporate functions, our teams can focus on better serving their clients.
“Accenture’s digital transformation is breaking down the barriers of internal inefficiencies and putting the power of digital technologies in the hands of our people.”
Moving from the old to a new digital business services suite to create additional value was a multi-year journey. The focus was on developing practical solutions using tools and technologies to support how we manage our entire business.
We wanted to give our client account, sales and delivery teams everything they need to perform on their best day. We also recognized that, while technology is vital, on its own it’s not enough to drive transformation. We needed our people to work in new ways and use the technology to the fullest to drive the best outcomes.
Working together with the business, the Accenture global IT team created a structured and integrated framework to address every area of the Accenture business and operations—reinventing processes for account planning, forecasting, sales, pricing, revenue management and reporting.
Our change management team was there on the journey to prepare and support our people to use the technology and processes so that they could better manage client accounts, sell more work and deliver on the contract.
Introducing any new technology is not without its challenges. One of the biggest challenges is getting people to use technology’s full capabilities—when people are busy, they naturally prefer to use the tools and processes that are familiar to them.
With many new and updated processes, change and adoption activities needed to be tailored to specific audiences to be effective. Using a role-based, person-centric approach, we relied on the support of our sponsors and leaders to identify what was needed. We then focused our efforts on engaging people with the new, necessary behaviors and changes. The approach empowered our people with digital ways of working.
Here’s how we did it:
We have improved the processes around market management, account management, forecasting and talent.
Here’s how we did it:
“By aligning and integrating our technology and the support of our corporate functions, our client account and management teams can now better focus on the direction and profitability of Accenture’s business.”
We have addressed sales enablement, pricing, quality management and how we negotiate and execute thousands of highly customized, multilingual legal documents every month.
Here’s how we did it:
We have tackled the final piece in the puzzle by reimagining delivery management, client financial management, automated billing and contract management.
Here’s how we did it:
With more data available across many systems Accenture people have access to more insights. One of the analytics tools that was particularly helpful in the early days of the COVID-19 pandemic came from the cross-functional area of Legal. The award-winning Accenture Legal Intelligent Contract Exploration (ALICE) tool has natural language processing (NLP) and artificial intelligence (AI) which makes contracts more easily searchable and translates with high accuracy. What is more, market leading analytics that used to take more than 500 hours can now be provided in 30 minutes, delivering greater business value.
Here are some key technology tools that became the vehicle to value:
Manage myBusiness is a performance management platform to help client and portfolio leaders to make informed, data-driven decisions.
Manage mySales brings sales processes and capabilities online and integrates them to connect the right people, assets and data for more effective sales pursuits.
Manage myPrice is a pricing architect in-a-box that has reinvented our approach to sales and delivery integration.
Manage myDeal is a central platform that digitizes Accenture contracts, optimizing workflow and promoting transparency.
Manage myEngagements handles teamwork, tracks and forecasts resources’ work effort and manages contract financials.
Manage myTeam uses enhanced analytics and business insights to drive efficiencies, simplify processes and improve productivity for complex team management.
Manage myRecords handles new contracts, extensions or terminations, manages compliance in line with information management policy and has at-a-glance progress updates.
Manage myContracts offers a simple way to track and manage contracts through shared data, reporting and dashboards.
ALICE, Accenture Legal Intelligent Contract Exploration tool uses artificial intelligence to make contracts more searchable and translate with high accuracy.
Contract Insights Platform (CIP) a digital platform that documents contract risks prior to signature, shares with our contract management tool so they can be managed during delivery.
Client Business Projection is a solution that brings sales and revenue data together to facilitate a new online, automated and forward-looking forecasting capability.
Automated invoicing solution supports billing production requests in a single, cohesive flow across our various platforms.
Our digital business services have brought digital capabilities to our business leaders, client account teams and supporting functions. We have transformed how we work, creating experiences that are individualized and intelligent and enable successful outcomes with a robust change management and adoption approach.
We have tackled internal inefficiencies and unleashed the power of global connection. For instance, the critical foundation for the digitization of our business was the fact that we had a global single-instance SAP S/4HANA® enterprise system which provides full data integrity and a “single source of the truth.”
Now, our cross-platform technologies mean that our client account teams spend less time on administration and can work faster and more effectively.
“With the support of insights and accurate, timely information, our people are free to focus on developing client relationships and innovating to grow our resilience."
of enterprise data.
reduction in invoice production cycle from three days to 10 minutes.
log-ins in the first month of launch of Client Business Projection.
data entry spreadsheet errors (down from 30%) due to automated invoicing.
contracts onboarded in Manage myDeal system in the first three months.
accuracy in less than three seconds for win opportunities with Manage mySales.