- Case study
Transforming collections and contact centers with cloud
How a healthcare device manufacturer controls costs, empowers employees, and creates better ways to do business
A global healthcare device manufacturer
Businesses need a smart, speedy, and seamless way to collect money from customers. But for one healthcare device manufacturer, a fragmented, slow, and retrospective collections process built with legacy systems led to many past-due payments. This disrupted cash flow and frustrated employees.
Plus, because multiple countries used the contact center solution, a lack of standardization was reducing productivity and causing missed payments – negatively impacting the bottom line.
The company knew that a cloud-based redesign could help. It wanted to move away from on-premise infrastructure to improve operations and explore the seamless employee experiences that cloud has to offer. A move to cloud also presented opportunities to control costs and improve security and compliance.
Genpact came in to redesign collections in the cloud. After an end-to-end assessment of existing infrastructure and collections processes, we developed a two-phased approach to assessment and implementation.
During the first phase of our assessment, Genpact helped by:
In the first phase of implementation, we migrated the receivables collections platform from on-premise to the cloud, with Amazon Web services. Using DevOps practices, we accelerated the development of new features on the platform, such as predictive analytics, Amazon Translate capabilities, and a virtual email assistant. The new solutions were also enhanced with artificial intelligence to transform the employee experience.
During the second phase of assessment, Genpact transformed the collections contact centers by:
For the second phase of implementation, we united contact centers across 30 countries using Amazon Connect. We also increased security and compliance with multi-factor authentication and improved reporting capabilities with self-service AWS QuickSight dashboards.
Genpact helped the company put the employee experience at the heart of every decision. Today, the company uses a state-of-the-art cloud-based receivables collections platform and contact center covering 30 countries and 300 collections agents. The result:
Ultimately, the collections process has truly transformed. Costs are under control, employees are happier, and security, compliance, and productivity have become enhanced. The company has a flexible and modern solution ready to support the growth of its business today and into the future.