Reimagine End-user Experience by Genpact End-user Computing Solution

Solution Overview

Generating technology Impact

Reimagining end user experience through intelligent and customized support processes

Evolving consumer technologies are shaping the needs and expectations of users, while opening up opportunities for business and productivity improvements. Yet, as enterprises begin to explore these opportunities, they are often frustrated by end-user support operations based on controlled technology environments with limited systems and capabilities.

As a result, when users encounter problems, they must then navigate a maze of functional silos, and raise multiple tickets, while receiving little or no guidance.

DESIGN • Transform • RUN

This is because support services’ success, or failure, is measured by their effectiveness in resolving individual tickets, not in their ability to fix breakdowns at the source, or follow the chain of technology issues to get users up and running again, leading to frustrated end-users, increased expenses, and diminished end-user and service-desk productivity.

Genpact’s end-user computing (EUC) solution enables an intelligent approach to support, catering to the user’s individual business needs, instead of cookie cutter solutions enhancing end-user experience, reducing costs, and improving productivity across the enterprise.

The failure of traditional IT enduser support systems

End-user computing: Intelligent OperationsSM

In light of industry trends toward self-service, mobile integration, and Bring Your Own Device (BYOD), enterprises today increasingly recognize the importance of superior end-user experience.

But the scale of user demand is growing faster than ever, with each person using technology differently and with increasingly varied requirements, over 80% of enterprise incidents today stem from the requirements related to diverse end-user devices.

Clearly, the one-size-fits-all model of end-user support is failing. The need for end-user focused multi-channel support, combined with smarter analytics, has never been more acute.

Genpact’s approach to end-user computing enables enterprises to: identify and measure metrics and outcomes that matter, such as MTTR and FCR; reimagine underlying processes and enhance visibility into operations via integrated views of customer and user data, supported by analytics and technology; drive effectiveness by remote resolution, automation, and ShiftLeftSM; implement analytical models that link service costs, customer experience, and advocacy; and, after steady state, drive continuous improvement through enhanced customer listening, improved segmentation, and significantly elevated service levels. The result is Intelligent OperationsSM

Meeting every challenge the right way Genpact’s end-user computing solutions reimagine end-user touch points with effective technology and analytics applied to IT service management processes, delivering personalized services that enhance business productivity and customer satisfaction while reducing service-desk spend.

Our Smart Enterprise Processes (SEPSM) proprietary framework helps enterprises reimagine user-support operations, and integrate them with effective Systems of EngagementTM, core IT, and Data-toAction AnalyticsSM to realize business outcomes, such as lower operating costs, increased customer satisfaction, and higher end-user productivity.

We enhance clients’ end-user support operations through: • Transformed processes enabled by strategic assessment, process benchmarking, SEPSM, ITILbased process management, and consulting services • Innovative technologies, such as robotic automation, multi-channel support, cloud-based solutions, effective mobility, and IT asset utilization • Effective Data-to-Action AnalyticsSM, including incident analytics, personalization-of-services analytics, and predictive analytics • Advanced organizational models driven by globally integrated processes, follow-the-sun delivery models, and cross tower and crossvendor orchestration GENPACT | Solution Overview

2

Run Data-to-Insight

Consolidate, report

• Enable integrated view of customer and user data across channels

Analyze

Continuous learning:

PR VI OV SIB ID ILI E TY

R ESS EE ST IVEN CT FE F E Gather feedback

EXECUTE ACTIONS

4

• Remote incident resolution

3

• End-user segmentation • Service level benchmarking

Improve execution practices

Correct strategy and targets

Implement

Measure

1

• Customer listening • Flexible segmentation and service levels • Enhance models linking service cost, customer experience, satisfaction and advocacy

Operate

• Automation of routine activities • ShiftLeftSM to reduce dependency on expensive/ non-scalable layers

• Identify target outcomes: user productivity and experience, cost to serve • Identify metrics: customer satisfaction scores, MTTR*, number of incidents, FCR* *MTTR - mean time of resolution user *FCR - first contact resolution

Figure 1 With our responsive approach to end-user support and our industry leading track record of delivering process solutions, we are uniquely positioned to deliver end-to-end support for any enterprise.

Moreover, Genpact offers specialized suites of support tools for its partners in the life sciences, banking and capital markets, high tech, and consumer packaged goods industries.

Life sciences

High tech

• R&D: “White-glove” support for non-standard workplace environments • Clinical trials: Dedicated setup for clinical trial centers and clinical investigators • Manufacturing: Clean room support • Regulatory: GxP certification for agents • Social media integration with service management

• Customer support: Technical support and collaboration with customer service • Product development: Feedback based on analysis of customer complaints and social media • After-market services

Banking and capital markets • Branch support: VDI and Pass Book printers • GDC: ISO 9001:2000 certification • IT service management and command center services • Trade floor support

Consumer packaged goods • Storefront support, introducing PoS • End-user operations transformation • Distribution: Solutions for day-begin and day-end processes • Supply chain: Mobile support for truck drivers and distributors • Manufacturing: Technical support for users • InstaDesk: Handling sudden spikes in service consumption

GENPACT | Solution Overview

Intelligent, adaptable, and costeffective Genpact’s end-user computing solution exceeds client expectations by focusing on the optimization of three business outcomes: end-user experience, end-user productivity, and cost optimization.

End-user experience improvement through segmentation that enables personalized support, and multi-channel support for device agnostic care. In addition, BYOD support, smart peer-topeer systems and “white-glove” IT concierge services enable “anytime, anywhere” access, leading to a 15–20% improvement in end-user satisfaction, with up to 12% lower operating costs.

End-user productivity Minimized process breakdowns through integrated, seeded service management teams that leverage lean six sigma frameworks, and end to end SLA/ KPI monitoring leads to an improvement in end-user uptime between 10-15%.

Cost optimization Service cost reduction through a combination of automation, self-healing systems, incident reduction, enhanced Level-0 effectiveness, and increased remote resolution of up to 75%, drive a 15–20% reduction in mean time to resolution (MTTR), software license optimization of 10–20%, and up to 15% fewer field visits.

The Genpact impact Over the course of 16 years, we have developed peerless support capabilities and expertise in diverse

markets. We employ more than 2,000 agents, speaking over 25 languages, around the world, who in turn support over 1.1 million end-users globally. We have accumulated more than 400 man-years of IT support management consulting, and delivered $106 million in business impact for our clients.

Restructuring the support process to enable productivity gains and cost savings

In 2007, a major global manufacturing firm with over 100,000 service tickets raised in a single month, partnered with Genpact to restructure the entire support system from the ground up by consolidating business units, unifying metrics and increasing the knowledge base. By 2012, when the transformation was complete, employees spent 50% less time at the service desk, productivity had increased over 30%, and Genpact had delivered cost savings of more than $25 million.

Reducing operating costs and managing scale through support transformation

An international investment bank was experiencing significantly high operating costs, with growing volumes of outbound calls, after-call work times, and low usage of non-voice media.

Genpact helped the client align business critical metrics to measurable outcomes, link business outcomes to key performance measures, and identify performance variability drivers, while mapping out every step of the support process.

This comprehensive transformation plan finetuned operations and delivered direct cost savings in excess of $7 million to the client.

About Genpact Genpact (NYSE: G) stands for “generating business impact.” We design, transform, and run intelligent business operations including those that are complex and specific to a set of chosen industries. The result is advanced operating models that support growth and manage cost, risk, and compliance across a range of functions such as finance and procurement, financial services account servicing, claims management, regulatory affairs, and industrial asset optimization. Our Smart Enterprise Processes (SEPSM) proprietary framework helps companies reimagine how they operate by integrating effective Systems of EngagementTM, core IT, and Data-to-Action AnalyticsSM. Our hundreds of long-term clients include more than one-fourth of the Fortune Global 500. We have grown to over 70,000 people in 25 countries with key management and a corporate office in New York City. Behind our passion for process and operational excellence is the Lean and Six Sigma heritage of a former General Electric division that has served GE businesses for more than 16 years.

For more information, contact, technology@genpact.com and visit www.genpact.com/home/solutions/it-infrastructure-services/end-usercomputing Follow us on Twitter, Facebook, LinkedIn, and YouTube. © 2015 Copyright Genpact. All Rights Reserved.