Centered on the increased efficiencies that come from standardizing and streamlining processes and driving down costs, the benefits of business-process outsourcing (BPO) have long been clear.
Impressive as such gains are, however, there is a limit to how long companies can pull the same levers of labor savings and process improvements before the benefits begin to fade. Organizations today are now asking their BPO providers a bold new question: “What else can you give me?”
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 BPO relationships.
Such outcomes arise from a provider’s ability to delve deeper into their clients’ value chains, using the business and operational knowledge gleaned from a long-term outsourcing relationship.
The original forms of value generated by BPO solutions will continue, but will be delivered in the context of next-generation business outcomes based on more extensive analytics-based insights, the application of industry expertise, and the scale and experience gained by a provider within and across multiple industries.
Accenture is assisting organizations across a range of sectors to achieve game-changing advantages through the provision of analytics-backed BPO services and support:
Health Management BPO: Accenture helped a leading North American healthcare payer improve service quality, productivity and compliance by managing the processing of its electronic requests from service providers.
Credit Services BPO: Accenture teamed with a large US bank to maintain a high-quality customer-service environment while meeting rising consumer demand and multiple government and bank modification programs.
Finance and Accounting BPO: Accenture partnered with a leading Australasian financial institution to build a world-class shared-services capability that has enabled the bank to consolidate its finance and accounting functions.
HR (Recruitment) BPO: Accenture helped a large European supermarket chain to achieve significant improvements in its workforce by making its recruitment processes more efficient and effective.
Learning BPO: Accenture collaborated with a global products company to improve the productivity of its sales workforce in China by designing and implementing an innovative talent-development program addressing knowledge, skills and behaviors.
Marketing BPO: Accenture is helping a global banking institution navigate the world of digital social media, allowing it to fulfill important communication and risk-mitigation objectives in reputation management, customer trust and branding.
Network BPO: Accenture partnered with a leading telecommunications company to implement end-to-end process improvements, which increased its customer-satisfaction scores by 40 percent.
Accelerated R&D BPO: Accenture is leveraging its extensive industry knowledge to help a global pharmaceutical company get its products to market faster, through more effective data management within its R&D function.
Procurement BPO: Accenture helped a global software company meet its ambitious goal of saving $40 million in contracted cost reductions over five years.
Supply Chain BPO: Applying sophisticated inventory analytics, Accenture helped a leading North American aerospace and defense company optimize its working-capital performance.