EMS Solution: Celonis for BPO
Business Process Outsourcing
Don't just deliver processes. Deliver outcomes.
A new class of technology has come to Business Process Outsourcing. BPO providers are expected to deliver more transparent, data-driven, and outcome-based business processes for your clients. With the Celonis Execution Management System, you can gain an unprecedented advantage by maximizing the execution capacity of the processes you provide.
A New World for BPO Providers
Today, companies in every industry face constant pressure to streamline operations and cut costs, while also having to drive growth and fundamentally transform for the digital world. As critical partners in helping companies increase efficiency and optimize resources, Business Process Outsourcing firms (BPOs) are being asked to step up and reimagine their models and services to meet these needs.
At Celonis, we're working with some of the world's largest BPOs to empower process transformation like never before.
What’s Holding BPOs Back?
Some BPOs have begun to rise to the challenge, increasing the breadth and depth of their services, and innovating beyond “non-core” and “back-office” functions. Analysts currently value the BPS industry at more than US$175 billion. But BPO providers still face tremendous pressure, with slow growth rates, shrinking margins, unpredictable ROI, and old-school approaches to process discovery and mapping — with most initial assessments still taking 3 to 8 weeks.
The Forces Shaping the BPO Industry Today
Three critical factors are driving a wave of change in Business Process Outsourcing.
Growing Client Needs & Expectations
BPO clients are more focused than ever on working in a data-driven way. They’re demanding real-time data and ongoing improvements in the processes that they trust BPOs to execute. Clients aren’t just looking to cut costs anymore; they want BPOs to guarantee business outcomes. And they’re using tools like Process Mining to connect the impact of back-end process issues to the front-end customer experience, so expectations are higher than ever.
The Rise of Automation & AI
Outsourcing a process is no longer the only way to reduce associated costs. Manual processes can now be offloaded to robots, which can cost 25% or less of the cost of a full-time outsourced employee. For BPOs, technologies like RPA represent a massive threat… as well as a massive opportunity.
Mandate for Innovation & Diversification
Together, these forces are driving a growing need for innovation and diversification in BPO business models. There are opportunities for new industry service lines, agile digital services, outcome-based models, and bundled solutions that combine cutting-edge automation with traditional outsourcing.
Celonis BPO Value Models
We’ve identified 5 models to help BPO providers harness the power of Celonis to transform their services.
Celonis gives you an edge in today's commercial models
How Does Celonis EMS Work?
3 Steps to Maximizing Execution Capacity
Measure
The Celonis EMS leverages Process Mining technology to extract data in real-time from source systems and measure capacity. It identifies and visualizes the execution gaps limiting the execution capacity of your processes.
Know
Know the right course of action to close gaps. Based on machine learning and execution best-practices, the EMS suggests the best steps to eliminate the most impactful execution gaps and help maximize the execution capacity of your processes.
Act
The EMS takes action in a number of ways, both by automating real-time actions across systems, as well as deploying the right people to remove gaps through automated alerts.
Best-in-Class Performance Across Use Cases
Celonis provides purpose-built solutions for driving business outcomes in departments and roles across the enterprise.
Finance
- Reduce invoice rework
- Increase one-touch POs
- Pay invoices exactly on time
IT
- Harmonize S/4HANA Migration
- Improve data quality
- Consolidate ERP
Procurement
- Migrate to cloud-based SRM
- Capture more discounts
- Increase cash flow via DPO
- Shorten supplier onboarding
Customer Service
- Identify RPA use cases
- Improve customer experience
- Increase 1st contact resolution
- Decrease incidents / CSR
Contact the Celonis BPO Team
Paddy Morton
EMEA Contact Global Head of Ecosystem Sales Amsterdam, Netherlands + 44 7917094211| p.morton@celonis.com
Kr. Sandeep Jha
North America Contact Sr. Dir - BPO & Managed Services West Coast, USA +1-4086270636 | s.jha@celonis.com
Shivani Bisht Bhalotia
India Contact Director of Sales India, APAC ROW +91 9833459491 | s.bhalotia@celonis.com