The client is a leading US BPO services provider with a global reach, offering end-to-end, industry speciﬁc outsourcing solutions for corporations and the public sector.
The BPO services provider was looking at building a robust process platform to serve its end customers. The client organization was looking to reduce its customer on-boarding time and operational costs signiﬁcantly. It wanted to leverage the BPM & ECM technology on the cloud to build process platforms that would serve multiple customers. The client faced the following challenges:
- Customer On-boarding took 4 to 5 months
- Customer speciﬁc changes took a long time and were difﬁcult to maintain
- Upfront Capital expenditure
- Tracking and resolving issues is cumbersome and time-consuming
- Sub-optimal Resource utilization
To meet these challenges the client needed to partner with a Cloud services provider with proven BPM & ECM expertise.
Based on the analysis of the client’s requirement, Newgen proposed a cloud-based process framework solution based on its comprehensive Business Process Management (BPM) and Enterprise Content Management (ECM) suite. The process framework for a speciﬁc process had industry best practices built-in, enabling the service to be used on-demand with minimal customizations. These customer speciﬁc customizations were managed through conﬁguration level changes with minimal IT support.
Process platforms were created for the following three key processes:
- Accounts Payable
- Order to Cash
- Procure to Pay