High Performance BPO delivers game-changing business outcomes

High Performance BPO
delivers game-changing
business outcomes

The benefits offered by BPO have long been clear, and
have centered on the increased efficiency that comes with
standardizing and streamlining processes and driving out cost.
But as impressive as such gains are, companies can pull the same
levers of labor savings and process improvements for only so
long before the benefits begin to sound less impressive. Today,
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 & 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. The
earlier forms of value generated by BPO
solutions will continue, but they will
be delivered in the context of business
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outcomes based on more extensive
analytics-based insights, application of
industry expertise, and the scale and
experience a provider gains within and
across multiple industries.
Following are a number of nextgeneration
business outcomes for
Accenture clients that provide concrete
examples of how Accenture has helped
organizations, from an array of industries,
achieve game-changing advantages
through analytics-backed BPO.

Care Management
North American Healthcare Payer
Accenture aligned with Radiant to bring
Care Management BPO Services to a
North American healthcare payer to help
them reduce administrative costs. The
company was able to ramp up operations
with highly-skilled resources, including
US-licensed nurses in just 13 weeks
and achieve a savings between 35 and
55 percent per full-time employee. The
clinicians are responsible for helping
manage the review and authorization of
medical services, and the company was
able to redeploy its retained staff to other
customer-facing activities.
Business Outcome: Improve Workforce
Performance
North American Healthcare Payer
Accenture aligned with Radiant to bring
Care Management BPO services to help a
leading North American healthcare payer
improve service quality, productivity and
compliance by managing the processing
of its electronic requests from service
providers related to patient care. By
meeting and exceeding the 95 percent
target for quality service level agreements
and the 99+ percent target for
turnaround-time compliance, this enabled
the company to meet government
requirements.
Business Outcome: Improve Compliance
and Risk Management
North American Healthcare Payer
A leading North American healthcare
payer significantly reduced the
administrative costs of handling electronic
requests from customers. Accenture
aligned with Radiant to bring Care
Management BPO services to introduce
program efficiency improvements
resulting in a 200 percent increase in
productivity compared to client targets,
and a reduction in the number of staff
needed to support the service and region.
Business Outcome: Improve Workforce
Performance
Finance & Accounting
North American Provider of High Tech
Products and Services
By conducting in-depth analysis of credit
terms and introducing dynamic collection
strategies, Accenture F&A BPO optimized
working capital performance for a
leading US provider of high-technology
products and services. The reduction in
the number of days it takes to process
payments (day sales outstanding) helped
optimize cash flow, and released an
additional $9.4 million into the business
and a $430,000 P&L impact.
Business Outcome: Improve Working
Capital
HR (Recruitment) BPO
British Telecom
Faced with significant challenges
regarding headcount control and cost
containment due to divergent systems
and regional processes, Accenture HR
BPO teamed with BT Global Services
to implement a centralized approval
tracking and control process as part of
our existing onboarding services. The
Global Services unit is seeing significant
reduction in unapproved hires and is able
to better project and regulate the flow
of new hires coming into the business to
match costs with incoming revenue.
Business Outcome: Improve
Workforce Performance
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European Supermarket
Accenture HR BPO enabled significant
improvements in workforce productivity
for a European supermarket company
by making back-office processes more
efficient and effective; the program
freed up over 45,000 hours per year
for store managers. Time spent hiring
qualified candidates was reduced,
and less time was spent on executing
HR administrative tasks such as CV
screening, scheduling interviews
and preparing new hire documents.
Accenture improved the speed-to-hire
by 50 percent, reducing the time it
takes to fill a vacancy from an average
of 10 days to just five. The recruitment
capabilities were strengthened, and
processing efficiency increased by more
than 30 percent. Store managers’ time
has been freed up to focus on improving
customer service and generating sales.
Business Outcome: Improve Workforce
Performance
Levi Strauss & Co.
Levi Strauss & Co. needed to transform
its recruiting process, improving
its ability to hire talented retail
professionals to work during the
annual back to school and holiday
seasons. In the past, Levi Strauss & Co.
store managers recruited new hires
by literally walking the halls of retail
centers with paper applications in
hand. Accenture developed an online,
cloud-based recruiting and hiring
capability, supported by a team of
experienced recruiting professionals.
Now Levi Strauss & Co. can advertise
job opportunities on social media and
careers sites, and enable candidates to
apply online with Levi Strauss & Co.,
freeing up 60,000 store manager hours.
In addition, Accenture applied analytics
to identify opportunities to improve
demand forecasting and sourcing and
hiring performance. The outsourcing
arrangement has fundamentally
changed how Levi Strauss & Co.
manages its recruitment and hiring
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function, increasing the efficiency and
effectiveness of the hiring process;
improving the quality of candidates and
new hires and creating an enhanced user
experience for both the hiring managers
and the candidates.
Business Outcome: Improve Workforce
Performance
Insurance BPO
Global Insurance Company
In order to improve customer satisfaction
and retention, Accenture is piloting an
innovative automated Speech Analytics
solution as part of an Insurance
BPO project with a global insurance
company. This solution will analyze
speech patterns, word choices and
intonations, correlate that information
against agent data and experiences, and
identify key agent responses that cause
customers satisfaction or dissatisfaction.
The information will be used to coach
agents to improve their performance,
and is anticipated to result in improved
customer satisfaction metrics, first
call resolution, retention rates and the
overall customer experience.
Business Outcome: Improve Customer
Satisfaction
Learning BPO
Global Provider of Next-Generation
Business Collaboration and
Communications Solution
A global leader in providing unified
communications, real-time video
collaboration, contact center, networking
and related services was challenged to
meet revenue objectives in its IP and
Convergence groups. Accenture Learning
BPO collaborated with the client and
designed a training solution that
combined Data and IP Telephony courses,
streamlined the standard curriculum,
and condensed all existing courses into
a 25-day program adapted to Caribbean
and Latin Americas’ regional needs. As
a result of this improved training, IP
and Convergence sales increased by 35
percent in six months.
Business Outcome: Improve Workforce
Performance
Telstra
Telstra teamed with Accenture to
redesign their new hire induction
program in order to improve speed
to competence, customer service and
staff retention. Accenture designed
an innovative blended training
program that allowed new hires the
opportunity to take live customer calls
or make site visits during training,
and introduced Team Leaders to
co-facilitate and provide coaching
support during the process as opposed

to providing this once hired. Staff
trained under this program were 30
percent more productive in their first
four to six weeks. Stores with a higher
percentage of these specially trained
staff outperformed others in sales and
customer service, and attrition dropped
by 21 percent.
Business Outcomes: Improve Workforce
Performance; Optimize Costs and Profit
& Loss Performance
Accenture helped Telstra improve its field
workforce productivity by 51 percent
through a major business transformation
project. Accenture not only redesigned
the training, which included creating
and updating 57 course hours and
delivering more than 12,000 hours of
training, but also introduced process
improvements such as optimizing service
routes to reduce transit times between
service calls. As a result, Telstra has seen
an increase in field workforce skills and
an overall improvement in the efficiency
and effectiveness of meeting customer
service requests.
Business Outcome: Improve Workforce
Performance
Global Products Company
To improve the productivity of its sales
workforce in China, a global diversified
products company, collaborated with
Accenture Learning BPO to design
and implement an innovative talent
development program addressing
knowledge, skills and behaviors. The
development of the talent program was
based on insights from a combination
of sales, employee performance, and
business KPI data. Introduced across
four regions in China the solution
blended eLearning, virtual learning,
and classroom events combined with
three months of frequent reinforcement
activities providing sales reps the
opportunity to practice the needed skills
and behaviors over a period of time.
As a result, the campaign increased
sales by over 2 percent, and had paid
itself back in two months. The program
also resulted in increased sales rep
engagement and confidence.
Business Outcome: Improve Revenue
Generation
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Looking to develop a competitive
advantage and implement a new
operating model for the Russia Belarus
and Ukraine market, this global diversified
products company collaborated with
Accenture Learning BPO to improve sales
behaviors, execution excellence, and
create a continuous improvement culture.
Accenture worked with the leadership
team to identify the key knowledge
gaps, performance gaps and business
issue areas through insights gained from
analytics on business, employee and
performance data. The solution consisted
of a blend of eLearning modules,
workshops, coaching and classroom
sessions for the sales personnel. The
program resulted in increased sales by
over 3 percent, and 89.6 percent of sales
representatives indicating the program
directly helped their confidence and
performance.
Business Outcomes: Improve Revenue
Generation; Improve Workforce
Performance
Marketing BPO
Procter & Gamble
We have been supporting the expansion
of Procter & Gamble’s digitization
agenda through our BPO services. We
help increase the scale, agility and speed
of the delivery of broad-based digital
marketing and virtual reality services to
the business. By running and operating
P&G’s virtual reality studios around
the world, we help the brand and sales
teams with virtual imaging for new
product development and planning
for retailer share of product. We just
reached a milestone of 150 virtual store
builds. When we started executing
digital marketing programs for P&G, we
were delivering the service to 44 brands.
Today the service has grown to cover
over 90% of the brands. And we jointly
continue to evolve and innovate into
new digital service areas such as search
engine optimization. We performed
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an SEO audit on Super Savvy Me that
resulted in 102 percent improvement in
the search audit score.
Business Outcomes: Improve Revenue
Generation; Acquire and Retain New
Customers
Network BPO
Global Telecommunications Company
Accenture Network BPO has partnered
with a leading telecommunications
company to improve the speed with
which it provides customers with new
products and services. By implementing
system and process improvements,
Accenture has reduced the time it
takes customer service agents to fulfill
customer requests, resulting in a 41
percent productivity increase. This has
allowed the company to redirect agents
to support new businesses in support of
their growth strategy.
Business Outcome: Improve Workforce
Performance
Pharmaceutical BPO
Global Life Sciences Company
Accenture Pharmaceutical BPO worked
with an international life sciences
company to improve its response time
in managing fatal and life threatening
safety cases. With Accenture’s
help, the company improved its
responsiveness by handling 98 percent
of cases within 24 hours, ensuring
that quick and appropriate actions are
taken to help prevent further health
problems for patients, and improve
drug safety overall. In addition to
improving response time, Accenture
also helped improve the quality of case
management, reducing error rates to
2 percent, thereby reducing rework,
improving patient service and leading
to improved compliance.
Business Outcomes: Improve Customer
Satisfaction; Improve Compliance and
Risk Management
Procurement BPO
Global Communications Company
A global communications company
partnered with Accenture Procurement
BPO over a five-year period to manage
direct material categories sourcing
activities, drive bottom-line savings
and improve working capital. Accenture
applied on-demand category expertise
and analytics to create multiyear
category strategies and a prioritized list
of sourcing opportunities. By applying
category knowledge and expertise, an
industrialized sourcing process and
best-in-class technology, Accenture
helped generate 16 percent of bottomline
savings. It also implemented a
Vendor Management Inventory program
that reduced inventory levels by 50
percent, freeing up floor space for
office expansion.
Business Outcomes: Improve Working
Capital; Optimize Costs and Profit & Loss
Performance
Supply Chain BPO
North American Aerospace and
Defense Company
Leveraging sophisticated spare-parts
inventory analytics, Accenture Supply
Chain BPO helped a leading North
American aerospace and defense
company to optimize its working
capital performance. By scientifically
calculating optimum inventory across
the company’s parts distribution
centers, the program managed to
simultaneously raise product availability
from 59 percent to 81 percent.
Business Outcomes: Improve Working
Capital; Improve Revenue Generation;
Optimize Costs and Profit & Loss
Performance

Loblaw Companies Limited
Loblaw Companies Limited, a large
national grocery retailer, needed to
improve supply chain performance
for over $1 billion worth of general
merchandise by reducing stock outages,
stock overages, and errors, such as
shipping the wrong product to a
store. While cost was an important
consideration in provider, the ability
to improve performance was the
client’s main criterion. Accenture
applied our domain expertise and
analytics capabilities to determine that
the client’s legacy forecasting tools
were inaccurate, and built a custom
forecasting tool that used logic to
forecast better year-round and seasonal
products. Accenture also built analytics
tools for category management, and
used the data to re-design business
processes. As a result, Accenture was
able to help the client increase the
distribution center stock fill rate by
over 1000 basis points and improved
inventory currency. Error rates were also
reduced by up to 50 percent, leading to
less rework and improved efficiency.
Business Outcomes: Improve Revenue
Generation; Optimize Costs and Profit &
Loss Performance
U.S. Retail Company
Targeting increased revenue, a leading
U.S. retail company worked with
Accenture Supply Chain BPO to achieve
a 10-15 percent improvement in
forecast accuracy. Applying analytics,
the program improved forecast accuracy
for more than 500,000 products
across multiple categories such as
apparel, foods, general merchandise
and pharmacy, resulting in improved
inventory management that contributes
to overall revenue improvement.
Business Outcome: Improve Revenue
Generation
Utilities BPO
North American Utility Company
Using a transaction compliance and
analytics tool, Accenture Supply Chain
BPO helped a North American Utility
Company identify significant working
capital and cost saving areas of
opportunity within their Procure to Pay
cycle. By analyzing 18 months worth
of spend, Accenture recommended
changes that could lead to $30 million
in working capital benefits as well
as $2 million in cost savings within
the Accounts Payable function. In
addition, the team proposed several
transformational initiatives to update
the client’s Accounts Payable function
that could realize an additional $1
million in cost savings.
Business Outcomes: Optimize Costs and
Profit & Loss Performance
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About Accenture
Accenture is a global management
consulting, technology services
and outsourcing company, with
more than 249,000 people serving
clients in more than 120 countries.
Combining unparalleled experience,
comprehensive capabilities across
all industries and business functions,
and extensive research on the
world’s most successful companies,
Accenture collaborates with clients to
help them become high-performance
businesses and governments. The
company generated net revenues of
US$25.5 billion for the fiscal year
ended Aug. 31, 2011. Its home page is
www.accenture.com.
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