The document outlines a case study on transforming customer experience management for a large North American food and beverage company by re-engineering order to cash processes. It highlights challenges such as low productivity and high processing costs, resulting in a 33% reduction in order processing costs and a 1% revenue increase after implementing Genpact's CSCR framework. Key improvements include enhanced governance, process standardization, and a decrease in revenue dilution by reducing order cut rates.

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Customer experience management
Order Management ► Case studies
SolutionChallenge Impact
• Large and highly complex
customer base with significant
number of sub-processes
causing multiple manual
touches driving low first-pass
yield, low productivity and high
cost of processing
• Order fulfilment challenges with
product availability and
incorrect forecasting resulting
in 33% of orders being
incomplete
• High number of variations and
exceptions in processes
lacking proper metrics and
analytics.
• Inadequate process
documentation, policies,
governance structure, cross
functional linkages and
performance measurement
framework
Leading
North
America’s
food and
beverage
company
• Re-engineered end-to-end,
order to cash processes,
addressing upstream
standardization, automation
and process simplification to
drive productivity, and reduce
complexity and overall cost of
processing
• Transformed using Genpact’s
proprietary CSCR framework
to standardize, automate,
simplify, measure to elevate end
customer and sales
experience, reduce process
complexity and risk to
increase topline growth, and
reduce cost of processing
orders
• Enhanced governance and
controllership by reinstating
policies and process adherence
driving optimal process
performance, reducing cost of
operations and increase wallet
share
• Topline growth: 1% revenue
increase for the customer base
where CSCR has been
implemented
• Perfect order: Decrease
revenue dilution by reducing
order cut rate by 10% - benefit
of $34.6 million
• Cost productivity: 33%
reduction on cost of
processing orders from $16+ to
$11.00 million
• Cost productivity – Direct plant
savings - $4.3 million delivered