Jim Gervais No Comments

Mapes and Reece – Fort Meade, MD

Project Description

Improve the invoicing process

Security company Securator started in 1999, and today it is the leader in ID-protection and general security in Sweden, Norway, Finland, Poland, Russia and Ukraine.

The company operated its business by invoicing its customers in a one-off basis for services that would last between 12 and 36 months. This generated a relatively high customer churn, and little opportunity for upselling other
services.

Additionally, the nature of the invoicing process resulted in a difficult to manage liquidity, with periods of high influx of payments.

Project Services:

Designed and implemented new flexible invoicing options.

This allowed the incorporation of new services and products to existing subscription accounts from customers, merging the payments into a single monthly invoice covering all services.

Broker took over the financing and administration of subscription accounts, being responsible for monthly invoicing of the client’s customers.

Finally, Broker created a customer solution to deal with customers’ invoice issues.

Jim Gervais No Comments

Growtech

CHALLENGE

Deliver a State of the Art Customer Experience

The core challenge was to provide a globally consistent contract-to-invoice service across four lines of business – Dynamics, Commercial Operations, Enterprise Services and Original Equipment Manufacturers Operations – that
together represent over 90% of Growtech’s global revenues.

Growtech had previously used seven vendors in five locations across four continents. Processes had become fragmented; meaning quality and service were inconsistent. This lack of standardization was adversely impacting operating costs, productivity and customer satisfaction.

SOLUTION

A Global Managed Service Model

In a five-year agreement worth £130m ($200m) Growtech, for the first time, entrusted the processing of 90% of the company’s worldwide revenues (more than $3bn in FY2011) to a single global partner.

The scale of this global BPO relationship was unique in managed services, covering six locations worldwide (Dublin, Reno, Fargo, Monterrey, Singapore, Manila), and involving 1,100 employees, 15 languages and more than 4,000 processes.

To manage the complexity and risk, Growtech and Broker established a managed services model, covering the whole ‘contract to invoice’ chain.

RESULTS

A Successful Transition and Operational Excellence

  • Completed one of most successful transitions in Growtech’s history
    Scored an ‘A’ in Growtech’s operational excellence measures
  • In excess of 20% cost savings over the term of the contract, totaling $40m
  • A more dynamic, flexible, BPO structure able to adapt to Growtech’s evolving global business