Lean order management processes help increase revenues worth $10.5 mn

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A large European brewer achieved $10.5 mn annual revenue acceleration through a re-imagined order management system that used customer analytics and a new web-order platform for improved customer interaction.

Business

DESIGN • TRANSFORM • RUN © 2015 Copyright Genpact. All Rights Reserved. 1
Revenue acceleration
Order Management ► Case studies
SolutionChallenge Impact
• High variability in customer
order patterns impacting
revenue/cash flow and
inventory carrying costs
• Manual receipt of purchase
orders from customers leading
to low first-pass yield
• High percentage of back-order
rescheduling accuracy errors
• Lack of workflow prioritization
and reporting tools
Large
European
brewer
• Used analytics to derive
customer patterns and initiated
proactive customer follow up
resulting in reduced inventory
and faster revenue generation
• Built a new web-order platform
and increased customer
electronic data interchange
adoption to drive efficiency and
accuracy
• Developed a process to track
and manage accuracy of back
order rescheduling
• $10.5 million annual revenue
acceleration
• $5 million annual reduction in
inventory and forecast gaps
• Over delivered telesales yearly
shipment revenue target
by ~33%
• 10-15% increase in first-pass
yield
• Unable to identify potential
issues related to global order
fulfillment, such as the risk of
partial shipments or missing
committed delivery dates
• The supply chain team were
unable to map production to
specific customer orders and
identify risks
• The team could not take
mitigating actions and was
unable to achieve revenue
projections with certainty
Ironshore, a
U.S.
commercial
property
and casualty
specialty
insurer
• Risk classification: Classified
fulfillment risks, identified high-
priority areas, focusing on
orders in the current quarter,
orders with material issues or
inventory shortages, and
resource alignment
• Process centralization:
Standardized data collection
across regions, implemented a
bolt-on tool to track fulfillment
risk
• Revenue acceleration of
$75 million in a year
• Increased risk visibility by
65%
• Significant working capital
impact

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Analytics-driven order management drives customer loyalty

Lean order management processes help increase revenues worth $10.5 mn

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