Achieving high

performance through
tailored outsourcing
solutions from Custom
BPO Services
Outsourcing
Accenture Custom BPO Services provides a broad
spectrum of tailored services designed to address
the unique needs of a client organization. For
businesses facing the challenges of the current
economic climate, a customized business
processing outsourcing (BPO) solution can be
the right answer, helping them transform their
processes to deliver high performance at
lower costs.
Outsourcing provides solutions
for a wide range of business
challenges made more exigent
by the current economic climate.
In situations where a customized
solution would meet a companys
needs more closely than one of
Accentures standard outsourcing
offerings, Accenture Custom BPO
Services collaborates closely with
its clients to create new ways of
servicing a market or performing
a specific business process.
Accenture helps clients achieve
high performance through
outsourcing services designed
specifically to meet their
particular business challenges
and individual cost-management
needs.
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AUD$660
Opinions differ on the likely depth and duration of
the economic downturn currently gripping global
companies and markets. But no one disputes that we
are in challenging economic environment that shows
few signs of improvement in the near term.
Capital is scarce; sharp cutbacks in consumer and
corporate spending are occurring; demand for
products and services is decreasing, putting pressure
on prices and margins; changes in the competitive
landscape present the threat of acquisition, while
creating opportunities for the strong to achieve
high performance.
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Why Custom BPO?
Accentures High Performance
Business research has found that
companies are increasingly searching
for more sophisticated ways to address
industry and business challenges
that go beyond cost savings and help
them achieve improvements in both
efficiency and productivity. They are
looking beyond traditional outsourcing
solutions (like IT, HR, and finance) to
deliver cost savings and operational
excellence while also improving
customer service.
Accenture Custom BPO Services brings
the very best of Accentures standard
offerings and global industry and
cross-industry experience to provide a
trusted solution that meets our clients
unique business challenges, and cost
management needs. Subsequently
many of Accentures standard
industry-specific and cross-industry
offerings originated from innovative,
custom BPO relationships.
Accenture Custom BPO Services can
help clients achieve high performance,
even in a down turned global
economic environment, through
operational efficiencies and improved
organizational effectiveness to:
Improve cash flow and liquidity
Achieve immediate and sustained
cost management
See results faster
Position for growth
- Quickly establish and operate
new functions
- Design, build and run new
business operations
- Transform existing processes
In todays economic environment, more than ever
companies are looking to outsource their back-office
functions to provide a direct and immediate response
to their business challenges. Accenture Custom BPO
Services is currently working with over 100 clients
to develop client-specific solutions that improve
cash flow, achieve sustained cost management, and
strengthen their competitive position by driving new
business growth.
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Dalian
Shanghai
Guangzhou
Delhi area (2)
Hyderabad Pune
Mumbai (3)
Naples
Casablanca
Malaga
Madrid
Nantes
London
Almere
Riga
Warsaw
Bratislava
Bucharest
Brno
Prague
Montreal
Wilmington
Atlanta
Toronto area
Chicago
Cincinnati
San Antonio (2)
Houston
Mexico City
Monterrey
Sao Paulo
IT Center*
* IT Centers includes technology and IT outsourcing (application outsourcing and infrastructure outsourcing)
BPO Center IT & BPO Center
Rosario
Buenos Aires
Bangalore (5)
Port Louis,
Mauritius
Chennai
Manila (8)
Cebu
Figure 1. The Accenture Global Delivery Network
Why Accenture?
Accenture has deep outsourcing
experience, industry knowledge, and a
global delivery network.
Almost two decades of experience
in outsourcing
Serves more than 30 industries
and 100 countries
Over 650 outsourcing clients
More than 85,000 people focused
on outsourcing
Accenture Global Delivery Network
of over 50 centers in more than 40
cities (see figure 1)
21 languages supported for BPO
24/7 operations
Trained over 6,100 delivery
professionals in our Operational
Excellence practices
Why Accenture Custom
BPO Services?
Accenture Custom BPO Services is an
established global practice.
More than 100 Accenture Custom
BPO Services clients
Experience across all industries
Over 95 new contracts signed in
fiscal 2008
Over 15 new clients added to our
portfolio in fiscal 2008
More than 3,100 dedicated
personnel working in more than 25
countries across five continents
For the second
consecutive year,
Accenture ranked No.1
on the Worlds 100 Best
Outsourcing Providers
Named for 2009 by the
International Association
of Outsourcing
Professionals (IAOP).
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Scope of Accenture
Custom BPO Services
Accenture Custom BPO Services
provides a broad spectrum of
customized outsourcing services,
allowing clients to outsource a
discrete activity, or an entire business
process or activity across multiple
functions. Examples of the tailored
outsourcing services we provide our
clients include:
Warranty management services
Accenture is helping major
companies move toward achieving
high performance by developing an
end-to-end warranty management
strategy, and reengineering their
warranty management processes and
technologies.
Sales fulfilment/
order management services
Accenture is providing process
standardization, enabling technologies,
organizational transformation,
monitoring, and reporting to ensure
world-class order management
processes.
Document management services
Accenture designs customized
solutions to help companies transform
paper and electronic forms and
documents into accurate, valuable
data that can be stored and quickly
accessed. The benefits include lower
total cost of ownership and improved
functionality and service levels.
Public service (government) processing
Accenture is a trusted partner helping
governments transform themselves to
improve business outcomes through
customized solutions such as citizen
transaction services and back-office
processing.
Communications/
porting and provisioning services
Accenture provides communications
service providers with electronic
bonding and order provisioning
services for their trading partners,
using a single comprehensive interface
that shields the client from learning
and implementing trading partner-
specific integration knowledge and
requirements.
Supply chain services
Accenture has developed a suite of
powerful supply chain execution assets
to help our clients find and forge
their own path to high performance.
Accenture explores how market
leaders are building supply chains that
are information-rich, highly flexible,
and built around customer needs.
Engineering services
Accenture enables companies to
outsource various aspects of product
development and engineeringfrom
discrete activities to the entire
product development processat high
quality and lower cost. This offers
companies substantial opportunities to
reduce the time and cost of bringing
new products to market, allowing
the engineering operation to focus
capacity on core differentiators.
Customer contact services
Accenture teams with companies
to provides an integrated suite of
scalable, "front-office," marketing,
sales, and customer outsourcing
services. We help leading companies
transform their customer contact
operations, improve the customer
experience, and enhance customer
loyalty, retention and satisfaction
while lowering operating costs and
capital expenditure.

Other Custom BPO services include:
Marketing services
Mortgage services
Back-office services
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Accenture's High Performance Business research
initiative has found that a distinctive trait of a
high-performance business is the ability to respond
to a economic downturn proactively in order to
improve their competitive position. While many
companies must focus on short-term, bread
and butter survival issues, high-performance
businesses also engage the longer-term challenges of
positioning for competitive advantage and organic
or acquisition-led growth. Accenture Custom BPO
Services can help clients achieve both the short and
long-term goals that will enable them to become
high-performance businesses.
Client case studies demonstrate how Accenture
Custom BPO Services delivers fast results that enable
our clients to achieve high performance.
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The Operations Center needed to
supply a consistent managed service
to support its growing business. In
addition, it wanted to improve the
quality of service that it provided to
its customers and partners, as well as
its overall cost effectiveness.
Accenture is delivering key operational
activities for Microsofts Volume
Licensing and Commercial Services
businessesMicrosofts biggest
revenue earner in the multi-billion
dollar EMEA regionincluding:
Contract, agreement, and order
processing for volume licensing
Order management and billing for
commercial services
Rebate and channel incentive
payment processing
Customer care for all operational
and tools-related queries
These services are provided in six
languages in support of all relevant
sales locations and time zones
by a team of approximately 180
Accenture staff from Microsofts EMEA
operations center in Dublin.
Accenture also helped implement a
forecasting and capacity planning
process, enabling Microsoft to ramp-
up staff to support peaks in business
volumes and related customer queries.
Through Accenture Custom BPO
Services, Microsofts cost per
activity has decreased while overall
productivity has increased. The
Accenture team also helped Microsoft
improve its customer satisfaction
ratings to the highest level yet
placing Microsoft further along the
road to high performance.
Microsoft
Microsofts Europe Middle East Africa region (EMEA)
Operations Center in Dublin manages the end-to-end
operational activities for its customers and channel
partners across the region. The EMEA Operations
Center processes over 5.5 million orders each year and
ships over 26 million units to 120 countries across
the region.
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With lower loan volumes and
increased pricing pressure to remain
competitive, the client needed to cut
costs across the mortgage lending
function. In addition, high error rates
were driving major issues with loan
sale ability and investor reporting, and
delaying the overall investor delivery
process. An outsourcing agreement
would allow the bank to remove
costs and focus on its core business
processes.
The bank teamed with Accenture
Custom BPO Services to provide
a mortgage BPO post-close
solution. Providing a full end-to
end technology-based outsourcing
solution, Accenture combined
domestic post-closing document-
processing operations, automated
post-closing technology and its
Accenture Global Delivery Network for
quality control, indexing and exception
processing, allowing the bank to meet
its continued growth targets, focus
on its core business processes and
significantly reduce its costs.
The bank achieved:
300 percent improvement in loan
boarding process to servicing
100 percent improvement in loan
availability for sale
30 percent reduction of data
integrity errors in loan file
30 percent reduction in time from
closed loan to receipt of paper file
80 percent reduction in time from
receipt of paper file to completion of
audit
100 percent reduction of manual
document retrieval requests (on-line
image viewing)
80 percent reduction in supply
costin part by eliminating nine
commercial copiers, a service contract,
and supplies (for example: paper and
toner)
In addition to these improvements
the bank was able to achieve high
performance by leveraging the
investment it made in its new retail
mortgage loan origination system
as well as the investment it made
in outsourcing the servicing of
funded loans.
Major Retail Bank
This privately held bank has a history of more
than 30 years of successful banking and mortgage
ventures in a half dozen states across the US
Southwest and Midwest. The bank recognized
that its post-closing mortgage function was not
differentiated, and as a major cost center was not
driving any significant value.
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The company realized that it needed to
significantly improve its supply chain
if it hoped to penetrate new markets.
Efficient and effective supply chain
operations would provide ETS with the
agility to more easily leverage new
opportunities to grow and increase
revenues, advance its missionas well
as reap significant savings.
ETS knew it needed a trusted partner
to help it create the new supply
chain and manage it with optimal
efficiency while the company focused
on its core competencies. Based on its
strong track record in business process
outsourcing, ETS chose Accenture
Custom BPO Services to transform and
manage all aspects of the companys
global supply chain.
Working together, Accenture helped
ETS consolidate and simplify supply
chain processes, logistics and
infrastructure to improve overall
operational efficiency. Accenture
Custom BPO Services assumed
responsibility for supply chain
activities (spanning publishing,
printing, forecasting, inventory and
production planning, distribution,
and logistics). While ETS manages
test administration, Accenture is
responsible for collecting, processing
and accounting for tests and for
capturing test data.
Choosing Accenture to help it
transform and manage its supply
chain operations has enabled
ETS to significantly improve the
control, accuracy and integrity in
its operationsand boost its wins
in new target markets. Today ETS
also is benefiting from guaranteed
service levels for the first time in its
history, thus gaining a consistent
level of reliability and a predictable
cost structure for the operation of
its entire supply chain. Meanwhile,
ETS is achieving more than 99.5
percent accuracy in key service level
agreement (SLA) operational areas.
These results reflect how Accenture
Custom BPO Services can deliver
both cost reductions and service
improvements.
Educational Testing Service
With the overall objective of becoming a high
performance business, Educational Testing Service
(ETS) wanted to intensify the pace of its push into
new markets. The company set an aggressive revenue
growth plan that involved expanding the scope and
breadth of its existing market relationships and
developing a more diverse client base. However, ETS
faced a major hurdle. Given the scale of its operations
(including hundreds of millions of items shipped to
thousands of locations annually), ETSs continuing
success rests on its ability to maintain a reliable and
efficient supply chain.
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Demand had exploded for its mobile
phone devices and home appliances.
Unfortunately, warranty claim rates
also were skyrocketing. With a global
network of outsourced Authorized
Service Centers (ASCs), the company
realized it must directly address claim
volume and cost in order to protect its
profitability.
Accenture Custom BPO Services
oversaw the transformation of the
companys claim validation processes,
while consultants from Accenture's
Electronics & High Tech industry group
addressed the company's ASC network
optimization and their increasing
inability to accurately gauge customer
satisfaction and loyalty.
With the assistance of Accentures
Custom BPO Services, the company
implemented an outsourced warranty
claim validation program that has:
Saved the company US$6.9 million
in direct service cost over two years
and decreased the claim increase
rate per quarter from 11 percent to
1.4 percent by establishing a stable
and standardized warranty claim
management process in 24 countries.
Optimized its ASC network which is
projected to provide cost savings of
US$1 million per year. This is linked
to a 12 percent improvement in
service quality and a 30 to 40 percent
reduction in ASCs.
Helped the company effectively
measure customer satisfaction and
loyalty by developing a new survey
tool (based on the Net Promoter Score
concept).
Accenture's solutions decreased
service costs for this company while
improving claim validation processes.
Quality claim data and optimization
modelling dramatically enhanced the
performance of their service center
networks. And finally, the company
was able to capitalize on claim data to
gauge customer perceptions accurately
and determine what it takes to
strengthen loyalty.
Global Electronics Manufacturer
An Asia-based global electronics manufacturer,
with more than US$40 billion in annual sales
and nearly 50 overseas branches, had grown
exponentially in recent years.
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Copyright

2009 Accenture
All rights reserved.
Accenture, its logo, and
High Performance Delivered
are trademarks of Accenture.
About Accenture
Accenture is a global management
consulting, technology services
and outsourcing company.
Combining unparalleled experience,
comprehensive capabilities across all
industries and business functions,
and extensive research on the worlds
most successful companies, Accenture
collaborates with clients to help them
become high-performance businesses
and governments. With more than
181,000 people serving clients in over
120 countries, the company generated
net revenues of US$23.39 billion for
the fiscal year ended Aug. 31, 2008.
Its home page is www.accenture.com.
For more information on how
Accenture Custom BPO Services
can help you business achieve high
performance, please contact:
North America
Andrew Beamon
andrew.p.beamon@accenture.com
+1 703-947-1104
Europe
Francisco Aquado
francisco.aguado@accenture.com
+34 91-596-6316
Latin America
Rodolfo Maqueda
rodolfo.maqueda@accenture.com
+54 11-4510-8447
Asia Pacific
David Mathews
david.a.matthews@accenture.com
+65 6410-7785
Global Managing Director
Tom Pettit
thomas.pettit@accenture.com
+1 469-665-5587

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