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Infosys – Order Management Networking Software | Case Study

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Infosys’ order management networking software helped the client initiate processes that led to cost savings and consistent productivity

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Infosys – Order Management Networking Software | Case Study

  1. 1. Transforming Order Management for a Networking OEMTraditionally, Order Management (OM) processes and systems have been structured along product lines or geographies. Current customers expectto have greater control over configuring the products and services they consume. This is especially true today when they enjoy the luxury of avast array of choices available over a variety of channels. Modern businesses serve customers across the globe, which demands transparency andvisibility across processes and data, adequate corporate control, and adherence to regulatory compliances like Sarbanes-Oxley. The capability tobundle complementary products, as well as products and services is imperative.Leading companies are discovering the benefits of standardizing processes, personalizing the customer experience and effectively analyzing salesorder data. While traditional approaches to OM required trade-off between customer experience and operating efficiencies, a comprehensivesolution-oriented approach to OM can deliver both - an enhanced customer experience while addressing cost and control imperatives.Client SituationOur client is a High-Tech equipment manufacturer with over US $ 20bn in global sales. The client was concerned about the effectiveness of theirorder management processes and associated costs. Orders were being processed from three different locations – US, Europe and Australia. Theeventual goal was to outsource almost 80-85% of total orders to the third-party vendor; however, the low customer satisfaction, limited processimprovements and cost savings achieved to-date were holding them back.The ChallengeOrder management involves all activities from the initiation of the order from various sales channels to its configuration, pricing, booking,processing, customer inquiry handling and finally archival. Handling such a complex process globally requires a thorough understanding of theclient’s processes and change objectives.The key issues faced by the client were: • End-customer complaints relating to order processing services outsourced • Issues relating to order quality and turnaround times • Limited improvement in processes achieved from outsourcing • High costs per order processedClient Impact “We are now ready to strategize our FY2006 to horizons that could never be thought before. I’m personally looking forward to your business creativity and brilliance so we can further innovate, and re-invent ourselves beyond excellence.” Director of Operations• Customer Delight level operations for Order Management (the only such centre across the organization worldwide)• Reduction of 50% in annual costs• Average productivity improvement of 10-15% across multiple processes• Reduction in order cycle by 25%, releasing up to US$ 30 million in working capital• Continuous ongoing improvement in workflow efficiency and customer satisfaction through root cause analysis• Execution excellence that included a phased transition and strong data security
  2. 2. Infosys Solution Infosys Approach and Program Management• Disparate processes were standardized and centralized by Progeon along with defining Transition & Implementation: common process auditing norms The Infosys delivery model ensured a seamless transition of processes without• Strong security and confidentiality processes any disruption to the existing operations – including a phased in transition with a dedicated workspace provided to the of operations from three locations into one centralized location. Incremental Client processes and people were added only after baseline metrics had been exceeded.• Involved client stakeholders in transfer and Infosys worked closely with the client to ensure strong security and confidentiality ensured sign-off on where previous vendors across the processes. This was complemented through recruitment of highly skilled left-off and qualified staff. All target dates for the live processes were met on time or ahead• Transition plan with a robust monitoring of time. Recently, Infosys has also begun providing French and German language mechanism set-up to achieve mutually agreed support. SLAs that included project management, metrics, Performance Management: etc. • A joint team for reporting and data analysis was established.• Consistent productivity and process improvement initiatives leading to cost savings • The team collates data from each sub-process and prepares daily, weekly, monthly reports, which are posted on an intranet• Ongoing evaluation project to track errors found in a process across processes to figure business • The team analyzes the data for tracking customer satisfaction, quality impact and customer dissatisfaction. assurance, performance of individual process executives and trends in order volumesInfosys-Progeon High-tech & Manufacturing ExpertiseInfosys has delivered measurable business results to numerous Fortune 500 and multinational clients in the High Tech and Manufacturingindustries. Our clients span all parts of the high-tech and manufacturing value chain, including OEMs, EMS providers, semiconductor andcomponent manufacturers, and electronic distributors. The solutions cover all areas of our customers’ operations ranging from productengineering, customer management, and supply chain to finance and HR.Infosys’ Transformational Order Management Solution offering, leverages the following services to help your enterprise realize greatercompetitive benefits Technology Expertise Business Process Business Consulting Infosys Predictability Our experience covers the entire Outsourcing The primary goal of our Infosys assures you ‘peace of range of technologies spanning We offer business process consulting service aims to give mind’ through predictability of your enterprise needs: from the outsourcing solutions to our you a competitive advantage, delivery, our commitment and legacy to the cutting-edge. We global clients by leveraging which we define as strategic organizational transparency. Our view technology architecture, process, domain and people differentiation + operational proven and mature processes infrastructure, information and management expertise. At superiority. Our consultants enable us to consistently deliver processes as the building blocks Progeon, we have built our have deep domain expertise high quality solutions while used by agile enterprises to organization around managing and represent the finest in the executing a growing number transform themselves. risk for our clients through business. of engagements from multiple a scalable, cost-effective and locations. predictable delivery platform.For more information, contact askus@infosys.com | ITOM@infosys.com

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