Automation of Shared Services Center processes
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The document summarizes a case study of Newgen providing a solution to automate the shared services processes of a leading aluminum manufacturing company. The company was facing challenges tracking invoices, expenses, and other documents over a year old. Newgen implemented its BPM, ECM, and scanning solutions to automate accounts payable, receivable, travel, and helpdesk processes. This helped reduce duplicate payments, improve tracking and monitoring, and increase efficiency. The client saw benefits like lower costs, better compliance, and more satisfied customers.
Automation of Shared Services Center processes
- 1. Case Study Case Study MANUFACTURING S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT Automation of Shared Services Center processes For a Leading Aluminium Manufacturing Company Overview The client is a globally diversified company that leverages its strategic location and cutting edge technology to deliver world class products. The client is a leading producer of metallurgical grade alumina and other aluminium products, which caters to a wide spectrum of industries. The company's diversified and de-risked project development strategy and fully Key Challenges integrated operational structure, that includes mining, smelting/refining and power generation, equips it to meet the growing global and domestic demand ! It was difficult to track cases as for aluminium. information of old invoice/ PO was not there for more than 1-2 Challenges years The client was looking for a solution to build several Shared Service Center ! Difficult to track time spent on processes so that many of their processes could be handled centrally. They each step of every case as real wanted to automate their entire SSC operations over a scalable BPM time information of the users architecture. Some of their major challenges were in the Account Payable and management was Process, Travel & Expense Process, and Hire to Retire, Accounts Receivable unavailable and Purchase processes. Some of the key areas of concerns were as follows: ! Difficult to identify discarded ! Difficult to track cases as information of old invoice/ PO was not stored cases and the reason or status for more than 1-2 years for the same ! Time Consuming due to unavailability of proper database ! Lack of proper communication ! Inability to identify the efficiency of users between the management and ! Difficult to track time spent on each step of every case as real time the employees information of the users and management was unavailable ! Difficult to identify the status of each and every case ! Difficulty in checking for duplicity in payments ! Difficult to identify discarded cases and the reason for the same ! Lack of proper communication between the management and the employees Solution Newgen offered its best of breed product Business Process Management (BPM) – OmniFlowTM, Enterprise Content Management (ECM) - OmniDocsTM, and Centralized Bulk Scanning- OmniScanTM with SAP Connectors, which helped the client in automating several SSC Processes. Newgen automated Accounts Payable, Accounts Receivable, Travel & Expense and Helpdesk processes. The proposed solution helped the client in handling exceptions. The solution has been deployed with the aim of monitoring all the processes for which a flow was designed, on the basis of business rules. All the invoices with the supporting documents were received at the SSC (Shared Service Center) where they were scanned, indexed and exported to OmniFlowTM for further processing i.e. Travel expenses and Accounts payable processes. The categorization of the invoices of Account Payable process was done on the basis of PO and Non-PO invoices and categorization of Travel expenses was done on the basis of relocation expenses, joining expenses etc. In OmniFlowTM, the workitem was segregated on the basis of business area and routed to the specific users accordingly. Some validations were performed to ensure right association between the workitem ID and SAP transaction ID. Cheque dispatch details were also recorded in SAP. The implementation allows users to archive external www.newgensoft.com
- 2. Case Study Case Study MANUFACTURING S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT documents in OmniDocsTM, and saves the document in the predefined folder structure as per their requirement. After processing of invoices, OmniFlowTM sends data to update SAP with the required information. With the deployment of the solution, the client was able to save a lot of time. The Benefits With the deployment of Newgen's solution, a seamless process flow was designed for approval. This solution helped the client to make all payments automatically and avoid duplicate payments. The client was able to attain the Key Benefits following benefits by using the Newgen solution: ! Reduction in Duplicate ! Easily monitoring of all the processes payments ! Reduction in operational cost ! Regulatory compliance ! Easily tracking of documents and SLAs ! Higher customer satisfaction as everything was auto posted in all the processes ! Identification of all discarded ! Easily tracking of documents and SLAs cases and reason for the same ! ! Regeneration of reports ! Identification of all discarded cases and reason for the same ! Easily identification of user efficiency ! Real time information of users and management ! Regeneration of reports ! Easy to handle invoices, Purchase orders etc. About Newgen Newgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM) and Customer Communication Management (CCM), with a global footprint of 850 installations in over 45 countries with large, mission-critical solutions deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers. Newgen Software has been positioned in the Magic Quadrant for Business Process Management (BPM) and Enterprise Content Management (ECM). The company has been recognized by distinguished analyst firms like Frost and Sullivan as A 'Hot Company to Watch for' in their global ECM Market report, 2009 and by IDC in its exclusive report “Newgen Software: Global Leader in Business Process Management and Document Management Solutions”. Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2005. Newgen has been assessed at CMMi Level3. Newgen prestigious clients include HSBC Bank, Deutsche Bank, Hua Nan Bank, ABN Amro Bank, ICICI Bank, IDBI Bank, State Bank of India, ING Vysya Bank, CitiFinancial, RAK Bank, Bank of Tanzania, Max New York Life, Bajaj Allianz, Royal Sundaram Alliance, Unilever, Philips, GE Countrywide, EXL, Satyam Nipuna, iGATE, Core 3, Ranbaxy, GSL, Kenyan Airways and SEC Phillipines. Newgen Software Technologies Ltd., India A-6, Satsang Vihar Marg, Qutab Institutional Area, New Delhi 110 067 Tel: +91-11-26964733, 26963571, 26856871 Email: newgen@newgen.co.in Newgen Software Inc., USA 1364 Beverly Rd., Ste. 300, McLean, VA 22101 Tel: 703-749-2855 Fax: 703-749-2858 GS-CS-VDNT UAE Office: Newgen Software Technologies, Off No: 314, Building No: 3, P O Box. 500297, Dubai Internet City, Dubai, UAE www.newgensoft.com Tel: +971 44541365 Fax: +971 44541364, Email: emea@newgensoft.com E-mail: corpmkt@newgensoft.com