Reimaging procurement in healthcare
Field technicians at a leading medical technology provider were responsible for ordering new parts while visiting hospitals across 140 countries. Procurement was critical and complex.
The technicians used a call center to connect with procurement agents in the back office. These agents were dealing with highly manual processes, a lack of visibility, and an inability to scale. Technicians could wait weeks for replacement parts, leading to dissatisfied customers and extra pressure on procurement and suppliers.
Genpact came in to deploy procurement-as-a-service solutions built on ServiceNow. The end product was an online, self-service experience like Amazon, integrated with the company's ERP.
Once we launched the solution, procurement didn't have to manage the process, but they did get complete visibility and control of a process that was 70% faster than before. What some might have seen as an isolated technology project, we saw as an opportunity for holistic business transformation leading to greater satisfaction for technicians, procurement teams, suppliers, and the end customer.