BPO Services
Offerings
Order Management Outsourcing
Infosys Transformational Order Management Services have delivered measurable business results to Fortune 500 and multinational clients in various industries. Our experience and expertise in delivering Transformational Order Management services across industries have provided us with a deep understanding of the ecosystems within various industries. Based on our experience and expertise, we have customized our solution to meet the needs of all elements within the client’s value chain, delivering an enhanced customer experience while addressing cost and control imperatives though increased working capital efficiency, reduced cost per order, cycle time reductions and optimized processes. Our clients have not only freed themselves to focus on their core business, they have also gained time and resources to explore the opportunities of the Flat World.
Benefits
- Helps companies increase revenue through higher order accuracy, faster response time, and guided selling
- Significantly reduces cost per order processed and turnaround time thereby impacting DSO,DIO,CCC, etc which in turn have a direct impact on the bottom line
- Enables companies to transform the order management processes to enhance customer experience, improve service levels, and achieve scale and cost savings
- Provides best practices, leading business processes and benchmarks linked to a maturity model that facilitates identification of areas for improvement, and pre-packaged technology enablers to accelerate deployment
- Provides automation capabilities for identification and management of exceptions as well as business process standardization
Infosys BPO Advantage
- Largest service offering for Infosys BPO contributing to more than 20% of revenues
- Industry leading expertise in quote-to-cash with over 4,000 man-years of experience in the Q2C space
- 3500+ FTEs working on Order Management and related processes
- Currently processing over 50,000 requests per week
- More than 100 processes/sub-processes currently being serviced out of Infosys BPO
- Access to inter and intra-industry best practices
- Tools like Infosys Order Management Value Calculator to highlight tangible business values
- Ability to deliver integrated technology platforms spanning the entire Quote to Cash cycle
- Expertise in supporting end-to-end Q2C functions, including voice-based customer service functions
Service offerings
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Differentiators
- Business metric driven solution as opposed to being focused on process metrics
- Robust mechanisms in place to measure and enhance end-customer satisfaction
- Benchmarking-based approach that measures efficacy of inter- and intra-industry standards in order processing and order management
- Access to inter- and intra-industry best practices
- Expertise in supporting end-to-end Q2C functions, including voice-based customer service functions
Methods / frameworks / technologies
Infosys Order Management solution methodology encompasses the dimensions of processes, technology and operations. Our subject matter experts map the inquiry to cash process of the client, identify sub-processes like Inquiry to Order, Order to Invoice and Invoice to Cash and perform process standardization through process back boning, thereby creating uniformity of service experience for the affiliates and cost savings for the clients through consolidation. Then, we transition the standardized processes to the delivery centers using the “lift and shift” method, though some sub processes may be re-engineered to be a part of the process backbone as well as to improve the overall process delivery efficiency.
The processes are delivered through one or more of our 11 delivery centers spread across the globe, enabled by the best-in-class technology platforms. Infosys IT Services expertise ensures integration of different platforms such as CRM, E Business, SCM, AR, Client ERP, thereby ensuring an end-to-end Inquiry to Cash services delivery platform. Our benchmarking-based approach ensures continuous process improvement during the steady state operations phase resulting in process transformation and continuous cost efficiency.
Media Mentions
Fortune ranks Infosys 10 among Top Companies for Leaders 2007
More Press releases
Infosys reorganizes to leverage growing business opportunities in a Flat World More In the News
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