- Case study
Reimagining receivable solutions for a life sciences leader
Using Amazon Web Services (AWS) to develop an intelligent, agile, and scalable contact center solution to streamline accounts receivable
A global life sciences leader
Designed and implemented a modernized invoice-to-cash contact center solution in partnership with AWS using Amazon Connect and Amazon QuickSight and following DevOps practices.
Speed, agility, and simplicity when it comes to collections. This life sciences company needed a better way to collect customer payments via its invoice-to-cash process.
The main challenges were:
All these issues led to a poor customer experience, with callers often held in long queues. Plus, lengthy dispute resolutions led to low employee productivity and many past-due invoice payment.
To help the company, Genpact began with a thorough assessment of its existing infrastructure and processes. We soon pinpointed the challenges and began to review possible solutions.
In partnership with the life sciences company, we selected Amazon Connect – an easy-to-use omnichannel cloud contact center – as the most appropriate and cost-effective solution. Its compatibility with the existing AWS cloud infrastructure and availability across geographies sealed the deal.
We also implemented Genpact's AI collection systems and Amazon QuickSight, a business intelligence reporting service. With these receivable solutions, employees would have access to real-time analytics dashboards to make more informed decisions. The solution built using DevOps practices, ensured a faster and more predictable deployment and flexibility to scale up according to business necessities.
The future-proof, cloud contact center now works across time zones and telecom providers in eight countries throughout Europe and the US. It features:
The new solution has transformed the employee experience for the receivables team and significantly improved business scalability and agility. The company has also saved over $3 million in upfront costs across licensing, infrastructure, and local telecom providers. Plus, a 50% reduction in annual operational costs.
The work is ongoing, with the continued exploration of how real-time analytics powered by machine learning can support employee decision-making. There are also plans to enhance the contact centers to include:
With continuous improvements planned across the collections process and contact centers, the company is accelerating its journey to cloud. It's now looking at how AWS can streamline operations in other areas of its business.