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Digitizing Business Services

accenture
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Reimagining business services to better serve clients and enable Accenture growth and resilience.

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STORIES
Reimagining business services
to better serve clients and enable
Accenture growth and resilience
Digitizing business
services
Copyright © 2022 Accenture. All rights reserved
Empowering
people with digital
Call for change
Accenture is on a digital transformation journey
to drive additional value for our clients, our people
and our business. Our strategy involves continuous
evolution so we can keep our processes up-to-date,
automate and use analytics and insights to digitally
enable the business.
To make the change, we knew we needed to approach our
business in a radically different way, working across the
entire organization to streamline the whole client account
and business unit management process. It required a
fundamental shift in how we approached the services,
solutions and support for our business
so that they were better integrated.
Accenture’s digital
transformation is
breaking down the
barriers of internal
inefficiencies and
putting the power of
digital technologies
in the hands of
our people.
SHANE MARSHALL
Managing Director—Global IT,
Client & Market Technology, Accenture
In turn, we would be able to work more efficiently
improve the experiences of our client teams and
drive the flow and insights from our data to offer
better services that directly benefit the business.
In the past, our client-facing teams had managed,
sold and delivered services without online, “joined
up” processes and reporting. By introducing a digital
superstructure, founded on SAP, we were able to
create digital business services that offer our people
the best tools to manage, sell and deliver work.
Today, with Accenture IT infrastructure 95% in the
public cloud, we are able to easily enable digital
services and experiences that generate new
business value. By aligning and better integrating our
technology and the support of our corporate functions,
our teams can focus on better serving their clients.
Copyright © 2022 Accenture. All rights reserved
Aligning the
business for value
When tech meets human ingenuity
Moving from the old to a new digital business
services suite to create additional value was a
multi-year journey. The focus was on developing
practical solutions using tools and technologies
to support how we manage our entire business.
We wanted to give our client account, sales and delivery
teams everything they need to perform on their best day.
We also recognized that, while technology is vital, on its
own it’s not enough to drive transformation. We needed
our people to work in new ways and use the technology
to the fullest to drive the best outcomes.
Working together with the business, the Accenture global
IT team created a structured and integrated framework
to address every area of the Accenture business and
operations—reinventing processes for account planning,
forecasting, sales, pricing, revenue management
and reporting.
Our change management team was there on the journey
to prepare and support our people to use the technology
and processes so that they could better manage client
accounts, sell more work and deliver on the contract.
Copyright © 2022 Accenture. All rights reserved
Introducing any new technology is not without its
challenges. One of the biggest challenges is getting
people to use technology’s full capabilities—when
people are busy, they naturally prefer to use the
tools and processes that are familiar to them.
With many new and updated processes, change
and adoption activities needed to be tailored to
specific audiences to be effective. Using a role-based,
person-centric approach, we relied on the support
of our sponsors and leaders to identify what was
needed. We then focused our efforts on engaging
people with the new, necessary behaviors and
changes. The approach empowered our people
with digital ways of working. Here’s how we did it:
• Active sponsorship from visionary leaders:
We worked with our sponsors and leaders to understand
the “north star”—the desired business outcomes and
value from reimagining business services. Then we
determined the new behaviors, as well as the technology
and process changes that were necessary to achieve
success. We used a partnership model, bringing
together technology and the business.
• Audience-specific engagement approach: We
introduced clear and easy guidance to move along
the technology change journey by developing
audience-specific engagement and marketing,
just-in-time training and ongoing process support.
We helped our people understand the “why” not
just the “how” behind technology change. We
explained the benefits of the technology and
how it integrates into the ways they already work.
• Identified adoption and success measures:
We engaged our sponsors and leaders to set
adoption success and business-based outcome targets.
These enabled us to monitor and adjust change
interventions to reach our north star goal quickly
and efficiently.
When tech meets human ingenuity
Prepare Manage
We have improved the processes around market
management, account management, forecasting
and talent. Here’s how we did it:
• Eased performance management: Client group
and market leaders now understand how their
business is performing and make informed, data-
driven decisions. Executives are able to interact
directly with their business data to assess historic
and projected future performance and access a
common set of metrics and a “single source of the
truth” for all decision making.
• Automated future forecasting: Sales and revenue
data comes together in a new online, automated and
forward-looking forecasting capability that improves
forecast quality and provides instant visibility and
consolidation for Finance and business unit leads.
• Improved team and roster management:
Enhanced analytics and business insights drive
efficiencies, simplify processes and improve productivity
for complex team management activities. Customized
solutions are available for our client teams
across Accenture.
Copyright © 2022 Accenture. All rights reserved
We have addressed sales enablement, pricing,
quality management and how we negotiate and
execute thousands of highly customized,
multilingual legal documents every month.
Here’s how we did it:
• Integrated sales experiences: Online sales
processes and capabilities are integrated in one
platform based on Salesforce to enable Accenture’s
global account teams to connect with the right people,
the right assets and the right data to be more effective
in their sales pursuits. Curated insights are based on
Analytics Studio (also known as Einstein Analytics) to
help sales teams shape value propositions and
winning strategies. For example, our Win Probability
Predictor predicts the opportunity outcome with 97%
accuracy in less than three seconds; this enables
leaders with the focus areas for deal coaching to
sharpen strategies and increase win probability. Used
by more than 30,000 users in 50 countries, sales
engagement and the adoption of sales processes
have been boosted by the platform.
• Aligned pricing capabilities: Our approach to pricing
has changed in two ways. First, our pricing has
switched from being based on a cost-plus approach to
aligning with competitive market rates and value
delivered. Second, we reinvented our approach to
sales and delivery integration. Around 70% of our
opportunities can be priced on the platform and use
our pricing intelligence. In this way, the “pricing
architect in-a-box” enables our sales teams to price
accurately, consistently and with confidence.
• Digitized contract management: Digitized Accenture
contracts create economies of scale by moving away
from manual processes to optimize workflow and
promote transparency. Streamlined data brings
insights which help to speed up and standardize
contracting—easing the process for client teams and
clients alike. Contracts and their underlying data are
routed automatically through reviews, changes and
approvals. This enables client account teams, Legal
teams and other stakeholders to work with
transparency, clearly seeing where each contract
stands in the sales process, who is working on it and
when it is finalized.
When tech meets human ingenuity
Sell
Copyright © 2022 Accenture. All rights reserved
We have tackled the final piece in the puzzle
by reimagining delivery management, client
financial management, automated billing and
contract management. Here’s how we did it:
• Standardized work delivery: Our solution makes
it easier to team, track and forecast resources’ work
effort and manage contract financials to improve
how we collaborate and deliver work. It carves up
the work into manageable components so that delivery
teams can create and manage cost plans, delegate
responsibilities and establish and track actionable
metrics. We can identify issues more quickly,
enabling them to be resolved in a consistent and
standardized way.
• Mitigated contract risk: We created a simple way
to track and manage contracts through shared data,
reporting and dashboards to mitigate risks and errors.
By providing a contract health score, we can help users
to follow the status of a specific contract
and identify next best actions to resolve issues.
Contributing to the health score calculation, our
next-generation contract management solution
also works in harmony with our forecasting, contracting,
risk planning processes. In particular, our sophisticated
contract risk review and approval tool, the Contract
Insights Platform (CIP)documents contract risks prior to
signature. These risks are then passed to our contract
management tool where they can be managed during
the delivery process.
• Enhanced billing production: We support billing
production requests for more than a half a million
client-facing invoices each year in a single, cohesive
flow across our various platforms. As a result, using
ServiceNow, Accenture has reduced the average
client invoicing production time from three days
to under 10 minutes, achieving significant cost
efficiencies and improving the company’s cash flow.
When tech meets human ingenuity
Deliver

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Digitizing Business Services

  • 1. STORIES Reimagining business services to better serve clients and enable Accenture growth and resilience Digitizing business services
  • 2. Copyright © 2022 Accenture. All rights reserved Empowering people with digital Call for change Accenture is on a digital transformation journey to drive additional value for our clients, our people and our business. Our strategy involves continuous evolution so we can keep our processes up-to-date, automate and use analytics and insights to digitally enable the business. To make the change, we knew we needed to approach our business in a radically different way, working across the entire organization to streamline the whole client account and business unit management process. It required a fundamental shift in how we approached the services, solutions and support for our business so that they were better integrated. Accenture’s digital transformation is breaking down the barriers of internal inefficiencies and putting the power of digital technologies in the hands of our people. SHANE MARSHALL Managing Director—Global IT, Client & Market Technology, Accenture In turn, we would be able to work more efficiently improve the experiences of our client teams and drive the flow and insights from our data to offer better services that directly benefit the business. In the past, our client-facing teams had managed, sold and delivered services without online, “joined up” processes and reporting. By introducing a digital superstructure, founded on SAP, we were able to create digital business services that offer our people the best tools to manage, sell and deliver work. Today, with Accenture IT infrastructure 95% in the public cloud, we are able to easily enable digital services and experiences that generate new business value. By aligning and better integrating our technology and the support of our corporate functions, our teams can focus on better serving their clients.
  • 3. Copyright © 2022 Accenture. All rights reserved Aligning the business for value When tech meets human ingenuity Moving from the old to a new digital business services suite to create additional value was a multi-year journey. The focus was on developing practical solutions using tools and technologies to support how we manage our entire business. We wanted to give our client account, sales and delivery teams everything they need to perform on their best day. We also recognized that, while technology is vital, on its own it’s not enough to drive transformation. We needed our people to work in new ways and use the technology to the fullest to drive the best outcomes. Working together with the business, the Accenture global IT team created a structured and integrated framework to address every area of the Accenture business and operations—reinventing processes for account planning, forecasting, sales, pricing, revenue management and reporting. Our change management team was there on the journey to prepare and support our people to use the technology and processes so that they could better manage client accounts, sell more work and deliver on the contract.
  • 4. Copyright © 2022 Accenture. All rights reserved Introducing any new technology is not without its challenges. One of the biggest challenges is getting people to use technology’s full capabilities—when people are busy, they naturally prefer to use the tools and processes that are familiar to them. With many new and updated processes, change and adoption activities needed to be tailored to specific audiences to be effective. Using a role-based, person-centric approach, we relied on the support of our sponsors and leaders to identify what was needed. We then focused our efforts on engaging people with the new, necessary behaviors and changes. The approach empowered our people with digital ways of working. Here’s how we did it: • Active sponsorship from visionary leaders: We worked with our sponsors and leaders to understand the “north star”—the desired business outcomes and value from reimagining business services. Then we determined the new behaviors, as well as the technology and process changes that were necessary to achieve success. We used a partnership model, bringing together technology and the business. • Audience-specific engagement approach: We introduced clear and easy guidance to move along the technology change journey by developing audience-specific engagement and marketing, just-in-time training and ongoing process support. We helped our people understand the “why” not just the “how” behind technology change. We explained the benefits of the technology and how it integrates into the ways they already work. • Identified adoption and success measures: We engaged our sponsors and leaders to set adoption success and business-based outcome targets. These enabled us to monitor and adjust change interventions to reach our north star goal quickly and efficiently. When tech meets human ingenuity Prepare Manage We have improved the processes around market management, account management, forecasting and talent. Here’s how we did it: • Eased performance management: Client group and market leaders now understand how their business is performing and make informed, data- driven decisions. Executives are able to interact directly with their business data to assess historic and projected future performance and access a common set of metrics and a “single source of the truth” for all decision making. • Automated future forecasting: Sales and revenue data comes together in a new online, automated and forward-looking forecasting capability that improves forecast quality and provides instant visibility and consolidation for Finance and business unit leads. • Improved team and roster management: Enhanced analytics and business insights drive efficiencies, simplify processes and improve productivity for complex team management activities. Customized solutions are available for our client teams across Accenture.
  • 5. Copyright © 2022 Accenture. All rights reserved We have addressed sales enablement, pricing, quality management and how we negotiate and execute thousands of highly customized, multilingual legal documents every month. Here’s how we did it: • Integrated sales experiences: Online sales processes and capabilities are integrated in one platform based on Salesforce to enable Accenture’s global account teams to connect with the right people, the right assets and the right data to be more effective in their sales pursuits. Curated insights are based on Analytics Studio (also known as Einstein Analytics) to help sales teams shape value propositions and winning strategies. For example, our Win Probability Predictor predicts the opportunity outcome with 97% accuracy in less than three seconds; this enables leaders with the focus areas for deal coaching to sharpen strategies and increase win probability. Used by more than 30,000 users in 50 countries, sales engagement and the adoption of sales processes have been boosted by the platform. • Aligned pricing capabilities: Our approach to pricing has changed in two ways. First, our pricing has switched from being based on a cost-plus approach to aligning with competitive market rates and value delivered. Second, we reinvented our approach to sales and delivery integration. Around 70% of our opportunities can be priced on the platform and use our pricing intelligence. In this way, the “pricing architect in-a-box” enables our sales teams to price accurately, consistently and with confidence. • Digitized contract management: Digitized Accenture contracts create economies of scale by moving away from manual processes to optimize workflow and promote transparency. Streamlined data brings insights which help to speed up and standardize contracting—easing the process for client teams and clients alike. Contracts and their underlying data are routed automatically through reviews, changes and approvals. This enables client account teams, Legal teams and other stakeholders to work with transparency, clearly seeing where each contract stands in the sales process, who is working on it and when it is finalized. When tech meets human ingenuity Sell
  • 6. Copyright © 2022 Accenture. All rights reserved We have tackled the final piece in the puzzle by reimagining delivery management, client financial management, automated billing and contract management. Here’s how we did it: • Standardized work delivery: Our solution makes it easier to team, track and forecast resources’ work effort and manage contract financials to improve how we collaborate and deliver work. It carves up the work into manageable components so that delivery teams can create and manage cost plans, delegate responsibilities and establish and track actionable metrics. We can identify issues more quickly, enabling them to be resolved in a consistent and standardized way. • Mitigated contract risk: We created a simple way to track and manage contracts through shared data, reporting and dashboards to mitigate risks and errors. By providing a contract health score, we can help users to follow the status of a specific contract and identify next best actions to resolve issues. Contributing to the health score calculation, our next-generation contract management solution also works in harmony with our forecasting, contracting, risk planning processes. In particular, our sophisticated contract risk review and approval tool, the Contract Insights Platform (CIP)documents contract risks prior to signature. These risks are then passed to our contract management tool where they can be managed during the delivery process. • Enhanced billing production: We support billing production requests for more than a half a million client-facing invoices each year in a single, cohesive flow across our various platforms. As a result, using ServiceNow, Accenture has reduced the average client invoicing production time from three days to under 10 minutes, achieving significant cost efficiencies and improving the company’s cash flow. When tech meets human ingenuity Deliver
  • 7. Copyright © 2022 Accenture. All rights reserved With more data available across many systems Accenture people have access to more insights. One of the analytics tools that was particularly helpful in the early days of the COVID-19 pandemic came from the cross- functional area of Legal. The award-winning Accenture Legal Intelligent Contract Exploration (ALICE) tool has natural language processing (NLP) and artificial intelligence (AI) which makes contracts more easily searchable and translates with high accuracy. What is more, market leading analytics that used to take more than 500 hours can now be provided in 30 minutes, delivering greater business value. Here are some key technology tools that became the vehicle to value: • Manage myBusiness is a performance management platform to help client and portfolio leaders to make informed, data-driven decisions. • Manage mySales brings sales processes and capabilities online and integrates them to connect the right people, assets and data for more effective sales pursuits. • Manage myPrice is a pricing architect in-a-box that has reinvented our approach to sales and delivery integration. • Manage myDeal is a central platform that digitizes Accenture contracts, optimizing workflow and promoting transparency. • Manage myEngagements handles teamwork, tracks and forecasts resources’ work effort and manages contract financials. • Manage myTeam uses enhanced analytics and business insights to drive efficiencies, simplify processes and improve productivity for complex team management. • Manage myRecords handles new contracts, extensions or terminations, manages compliance in line with information management policy and has at-a-glance progress updates. • Manage myContracts offers a simple way to track and manage contracts through shared data, reporting and dashboards. • ALICE, Accenture Legal Intelligent Contract Exploration tool uses artificial intelligence to make contracts more searchable and translate with high accuracy. • Client Business Projection is a solution that brings sales and revenue data together to facilitate a new online, automated and forward- looking forecasting capability. • Automated invoicing solution supports billing production requests in a single, cohesive flow across our various platforms. When tech meets human ingenuity By aligning and integrating our technology and the support of our corporate functions, our client account and management teams can now better focus on the direction and profitability of Accenture’s business. ANDREW INCHLEY Managing Director—Finance Strategy and Enablement, Accenture
  • 8. Copyright © 2022 Accenture. All rights reserved A valuable difference Our digital business services have brought digital capabilities to our business leaders, client account teams and supporting functions. We have transformed how we work, creating experiences that are individualized and intelligent and enable successful outcomes with a robust change management and adoption approach. We have tackled internal inefficiencies and unleashed the power of global connection. For instance, the critical foundation for the digitization of our business was the fact that we had a global single-instance SAP S/4HANA® enterprise system which provides full data integrity and a “single source of the truth.” Now, our cross-platform technologies mean that our client account teams spend less time on administration and can work faster and more effectively. • 213TB of enterprise data. • 99% reduction in invoice production cycle from three days to 10 minutes. • 50K log-ins in the first month of launch of Client Business Projection. • 0% data entry spreadsheet errors (down from 30%) due to automated invoicing. • 24K contracts onboarded in Manage myDeal system in the first three months. • 97% accuracy in less than three seconds for win opportunities with Manage mySales. Transforming how we work With the support of insights and accurate, timely information, our people are free to focus on developing client relationships and innovating to grow our resilience. PENELOPE PRETT Chief Information Officer, Accenture
  • 9. Copyright © 2022 Accenture. All rights reserved Copyright © 2022 Accenture. All rights reserved. Accenture and its logo are trademarks of Accenture. About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Contact Christina Demetriades General Counsel Europe Andrew Inchley Managing Director Finance Strategy and Enablement Guy Maes Managing Director Business Performance Lead /christinae-demetriades /andrew-inchley /guy-maes Shane Marshall Managing Director Global IT Client & Market Technology Sara Porter Managing Director Sales & Pricing Performance Amy Kempiak Director Global IT Journey & Change Management /shane-marshall /sara-porter /amy-kempiak