BPS Sales Play Flashcards
What does BPS mean to clients?
- Implement a digital transformation of their enterprise and integrate front and back office business processes
- Provide seamless interactions with customers, suppliers, and employees across multiple channels (such as mobile)
- Optimize customer experience operations by providing consistent information across marketing, sales, and support functions
- Implement new capabilities and tools for CFOs to manage their financial and accounting operations
Two BPS Offerings:
- CX
2. F&A
CX: Two Trends
- The first is that companies are focused on delivering an omni-channel approach to customer engagement. This means that our clients are looking to deliver seamless and coherent interactions across physical, online, mobile, and social channels.
- The second trend is that companies are making self-service options for their customers easier. Our clients are striving to enable their customers to get instant information on their own, which reduces customer service costs through automation.
DXC CX Quals
- For example, our Legacy HPE services received the number-one ranking and “Leader” ratings in “transformation and the enhanced CX” and in contact center capabilities.
. We also offer twenty thousand customer support agents across thirty-four countries and fifty-one languages to provide full support for our four-hundred-plus clients globally. We handle more than five-hundred-million customer interactions annually.
CX Client Bus Outcomes
- Increasing marketing effectiveness and sales by up to thirty percent through targeted messaging and improved customer agent services,
- Increasing customer service satisfaction scores by up to forty percent through self-service programs and omni-channel communications,
- Improving customer service agent productivity through time savings of up to twenty percent by optimizing workforce scheduling,
- And reducing the total cost of ownership of CX activities by twenty to fifty percent through consumption-based solutions.
CX Capabilities
- BPS advisory services,
- BPS analytics capabilities,
- BPS technology solutions,
- BPS support services.
- Advisory Firms: IBM, Accenture, PWC:
Significant expertise in consultant-led engagements
Broad portfolio of CX solutions that can be incorporated into broader client strategies
Not limited to advisory roadmaps—capable of also delivering and executing defined strategies
Capable of quickly testing, evaluating, and deploying CX solutions using the Rapid Analytics Customer Environment (RACE) diagnostic
- Technology Platforms: Five 9 InContact
Deep expertise in specific CX technical solutions
Aggressive prepackaged, cloud-based Offerings for mid-market clients
Ease and speed of deployment
More than technology—end-to-end services from advisory (RACE) to technology (CX On Demand) to operations delivery (CX agent/workforce solutions)
Business focus that operationalizes technology solutions that are capable of integrating with clients’ existing technologies
- Customer Care: Teleperformance, TeleTech, Convergence
Significant global scale (large agent workforce and wide geographic footprint) withSignificant expertise in consultant-led engagements
Broad portfolio of CX solutions that can be incorporated into broader client strategies
deep expertise in select industry verticals
More than “brains in seats”—modular, flexible technology solutions with a focus on digital capabilities and proactive customer engagement
CX On Demand cloud platform providing proactive customer engagement via omni-channel interactions
DXC F&A Quals
For example, legacy HPE services were recently given “World-Class,” “Leader,” and “Winner’s Circle” ratings for global Business Process Outsourcing vendors in Finance and Accounting.
We have more than ten thousand F and A professionals in more than one hundred countries, speaking thirty languages, to provide full support for our clients. Our client base includes multiple Fortune Fifty companies as well as small and mid-size companies.
F&A Bus Outcomes
- Achieving productivity improvements of up to forty percent or more through F and A transformation, including process automation and redesign,
- Reducing costs by up to thirty percent in F and A back office operations,
- Increasing speed-to-value by thirty percent against competitors’ F and A diagnostic programs,
- And achieving ninety percent digitization of data flows to mitigate manual data entry and eliminate paper.
F&A Offerings
BPS advisory services,
BPS analytics capabilities,
BPS technology solutions,
And BPS support services.
Ene-End: IBM CapGemini Accenture
Wide portfolio of F&A technical services to address full range of clients’ F&A needs, combined with consulting solutions
Recognized brand and established market position
Capable of integrating technical solutions with clients’ existing platforms (IBM requires full transition to proprietary technologies)
Owner-operator hybrid, meaning NewCo developed F&A systems for its own use before replicating for clients (for example, BPAT performance tool)
Pure Plays: Infosysy, Wipro, Genpak: Serve clients with wide range of F&A needs to showcase full range of technical capabilities
Typically price-advantaged
Near-shore resources and personnel to provide contract flexibility and tailored solutions (vs. competitors’ exclusively off-shore resources)
Proprietary automation methodologies to integrate multiple types of platforms and systems (for example, Ventura and Microsoft Access)
Advisory Services: PWC, KPMG, Deloitte
Significant expertise in consultant-led engagements
Incorporation of solutions into broader client strategies
30% or greater price advantage for comparable services and expertise
Capable of operationalizing solutions to deliver the full client transformation using ART, our proprietary process design tool
