Order to Cash
Order management touches so many pieces of the end-to-end supply chain and order to cash processes that no company can afford to treat it as a separate endeavor. Sub-optimal sourcing and demand planning, or inefficient order entry, will affect delivery and ultimately drive up the cost per order, as well as negatively impact the customer experience.
Genpact's order management solutions place the focus on customer satisfaction by helping our clients deliver a perfect order every time: on time, in full, undamaged, at the correct price, and with all of its required documentation correctly completed.
Genpact's approach to order management works because we address order management as a critical component of the entire supply chain, rather than a standalone process. This approach draws information from and provides insight into everything from forecasting and demand planning to network and inventory optimization, purchase order (PO) management, production planning and scheduling, freight lane analytics and carrier sourcing, and parts and warranty management.
Genpact’s order management solutions draw on our Lean DigitalSM approach that brings together design-thinking principles, and Lean approaches with digital technologies and analytics, and deep domain expertise. Our method reimagines organizations beyond the front, middle and back office to deliver end-to-end solutions that deliver business outcomes.
The five key building blocks of our solutions encompass:
Order Management business process management services
- Order entry and fulfillment
- Pricing, contract management, and master data management
- Allocation and product supply
- Logistics administration
- Inventory optimization
Order management automation
- Better and faster orders through automated touchless order entry
- Point solutions for order visibility, proof of delivery management, etc.
- Data massaging and integration services, such as vendor-managed inventory and global available-to-promise alerts
- Order and customer portal for faster, more accurate service
Visualization and supply chain control tower
Proactive controls for end-to-end order management leverage a supply chain control tower solution to:
- Achieve real-time visibility into operational data across the chain from planning to return
- Break down operational silos and provide visibility into the performance of key metrics
- Constantly monitor orders flowing through the supply chain and report data, exceptions, and proactive alerts
- Facilitate analysis by segments such as carrier performance, geography, inventory network integration, etc.
Order management analytics
Genpact's Digital Smart Enterprise Processes (SEPSM) framework for order management is designed to identify customer and order-level performance gaps and reimagine key business outcomes beyond best-in-class.
To design the right operating model, organizations can adopt Genpact's Customer Experience, Sales Experience, Complexity, Risk (CSCR) framework, which leverages analytics to obtain a customer-level view of risk and complexity in the order management process. The solution recommends the right phasing sequence, risk-mitigation measures, and roadmap to achieve the desired target operating model.
By measuring, benchmarking, and running analytical models, enterprises can understand the root causes affecting key metrics, including on-time delivery, perfect order index, cost, visibility, etc.
Enhanced order management reduces revenue dilution by $34.6 million
A consumer goods company had a complex customer base with a significant number of order management sub-processes. This resulted in a high number of variations and exceptions, while poor utilization of the ERP’s capabilities resulted in many manual touch points. The company also struggled to measure performance.
Genpact used its cross-functional CSCR framework to standardize and automate processes, and enhanced governance and controllership by instituting policies to drive optimal performance. This delivered topline growth of 1% in the customer base, reduced the order cut rate by 10%, and decreased revenue dilution by of $34.6 million.
$75 million revenue acceleration with clearer visibility into risks and opportunities
A leading healthcare company had poor visibility of its risks due to regional differences in risk categories and failure to adhere to standard coding. Risk levels were not updated based on order changes, there were discrepancies between planned and fulfilled orders, and little visibility into credit account information.
Genpact redesigned the risk projection process using standardized risk definitions and created centralized access to order information. We implemented a manufacturing tracker to highlight gaps between factory output and demand and risk dashboards. This increased risk visibility by over 65%, improved working capital by $9 million, and boosted revenue by $75 million.