Case Study

Implementation of BPM & ECM for a Leading US BPO

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Overview

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 Challenge

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.

The Solution

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