Insurance BPO Vendor Profile – HCL Tech BPO

With the strategic acquisition of Liberata Financial Services, regulated in UK by The Financial Services Authority (FSA), HCL has the ability to offer comprehensive end-to-end administrative services and customer services to Life & Pensions Insurers.  Key Service offerings include Agent licensing, New business/underwriting, Policy Administration, Account Administration, Commissions, Claims management and actuarial services.

HCL Practice Highlights: Top 5 Life & Pensions BPO service provider in UK, Platform based BPO service provider for Life & Pensions market, Proven capability to offer actuarial services, Dedicated Insurance Competency Center headed by Insurance experts. Gartner rates HCL’s Insurance Outsourcing Practice as “Mature” in BPO for Life and Property & Casualty Insurance

Only company to win the “Excellence in Insurance Education” award by LOMA for the 5th consecutive year. Maximum number of Advanced LOMA certified resources in practice. Key certifications are LOMA (FLMI, ACS, ARA…), AICPCU (CPCU, INS), CII (London) examinations and III-India (FIII).

HCL’s insurance practice is built on strong domain expertise with proven application and process optimization capabilities across the Quote-to-Claim cycle. HCL’s investment in product assets, intellectual property and dedicated Insurance Solution Development Centers, a strategic ecosystem of partners and strong integrated business operations capabilities help insurers address myriad of business challenges.

More than 10 clients & 8+ years experience in P&C space. FSA regulated Insurance Business Unit in UK. 1200+ people manage more than 4.6 million policies for marquee clients.

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Insurance BPO Vendor Profile – Wipro BPO

Wipro’s insurance practice works with 35+ global insurers including many among the Top 500 organizations. Wipro customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and service providers globally and 4 of the top Life, Annuity & Pension carriers in the world. Wipro is uniquely positioned to provide strategic and innovative solutions based on 3000+ person-years of experience in managing ~150Mn claims transactions annually for leading insurers.

Offerings cover the entire spectrum of the insurance value chain from Sales & Distribution, Policy Administration, Risks & compliance and claims, straddling across Life and P&C markets and delivered by over 6000+ dedicated resources. Wipro expertise in Business Advisory services, solutions and Centers of excellence reflect their commitment towards building the future of insurance. 4000+ consultants with an average experience of 10 years have delivered innovation in products, branding, marketing and pricing strategies.

Partnerships & Alliances: Camilion Solutions, eBaoTech, OneShield, Pega Systems, Prima IBCS, SAP, SSP. Associated Services (ITO + BPO Bundled Service) – Managing approximately 115MN transactions annually for their customers, Wipro is ranked amongst the top 3 in terms of volumes handled in the BPO Space.

With a client base of 140+ Health insurers and Offices spread across Atlanta - US, Monterrey - Mexico, Curitiba -Brazil, Wroclaw - Poland, Bucharest – Romania, Chengdu & Shanghai – China, Cebu City – Philippines, Yokohama - Japan, company is capable of providing multi-lingual support in English, Spanish, Portuguese, German, French, Chinese, Japanese.

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Insurance BPO Vendor Profile – Infosys BPO

Infosys BPO insurance services include: Quotations, underwriting and associated compliance activities, Financial administration (e.g., premium accounting, A/R), Claims adjudication, processing and review, Policyholder servicing (amendments with and without, underwriting), Agency management, Actuarial and analytics, Documentation fulfillment.

In September 2012, Infosys BPO acquired the captive BPO unit of US-based insurance brokerage Marsh & McLennan Companies for an undisclosed sum and would add about $10-12 million ( Rs 55-66 crore) in incremental annual revenue for Infosys BPO, would involve taking over of about 87 employees. The transaction would add at least seven group life insurance clients for Infosys BPO.

McCamish Systems LLC, an Infosys BPO company, specializing in end-to-end, enterprise-wide insurance and retirement business process solutions, has increased its presence in the Voluntary Group Life Insurance business space by commencing operations in Des Moines, Iowa, USA. The unit has 87 employees, serving seven insurers and covering more than 600,000 insured lives.

Infosys acquired McCamish Systems in an all cash deal of $38 million in December 2009. McCamish Systems LLC signed a multi-year agreement with FaithLife Financial, a not-for-profit financial services organization that provides life insurance, health insurance, income protection and investment products in Canada. Phoenix Life Insurance (Hartford) has signed a multi-year agreement with McCamish Systems for selected blocks of its life insurance products, including conversion of data, policy administration and customer support. 

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Insurance BPO Vendor Profile – Genpact

Genpact's life and annuity clients include several top-20 life/annuity companies, a top-three reinsurer, the retirement services and insurance divisions of major financial institutions, a top-three global broker, and efforts with LOMA and LIMRA. Genpact’s more than 14 years of global insurance experience is supported by an extensive team of certified domain experts .

Under the seven-year agreement with Ironshore, a leading provider of specialty lines insurance, Genpact will manage and standardize Ironshore's end-to-end middle- and back-office operations to increase effectiveness and productivity, allowing the insurer to focus on continued growth of their client-facing underwriting operations and further expansion into new markets.

Key Service offerings include Application to Issue (A2I) Solution,  Product Development, Sales and Marketing, Policy Administration ,Underwriting and Risk Management, Corporate Functions,agent services, actuarial analysis, underwriting support, claims processing, etc. Key insurance clients include AON, BUPA, Genworth Financial, Travelers, All State, Max New York Life Insurance,  etc. MajescoMastek and Genpact has strategic partnership focused on the insurance industry.

Genpact’s global insurance practice is driven by a team of professionals who hold over 2,800 insurance certifications, including LOMA, IIA, AAPA, FINRA Series 6, FINRA Series 7, AICPCU, and actuarial exams, of which LOMA certifications are 1,200.

Genpact’s Insurance practice has 4500+ employees providing end to end services and also has  400+ specialist staff in areas including underwriting and analytics. 

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Insurance BPO Vendor Profile – WNS

WNS insurance outsourcing service offerings extend across the insurance value chain of Property and Casualty, Life, Pensions, and Annuity. Services related to Product Development, Sales & Distribution, Policy Administration, Claims Administration, Analytics, Finance & Accounting and Customer Care.

With a dedicated team of over 7,500 professionals for the insurance industry, WNS manages over 40 million claims per year helping insurers streamline their claims operations. WNS recently positioned industry 'leader' for Insurance BPO in Everest Group's  Insurance BPO PEAK Matrix.

In January 2012, Australian insurance major Suncorp gave majority portion of the order worth $220 million to WNS for end-to-end insurance outsourcing for a period of five to seven years.

WNS won a $228-million contract from UK-based Aviva in 2008 for all in-scope services related to Aviva's life & general insurance businesses in the UK and Canada. Based on the anticipated service requirements of these businesses, WNS estimates Master Services Agreement could generate $1 billion in revenues over the life of the contract. WNS also benefits from a recently signed AGS contract for approximately 580 employees with Aviva's Irish subsidiary, Hibernian.

In June 2012, WNS has acquired South Africa-based Fusion Outsourcing Services in an all cash deal of over £10 million or $15.5 million. Fusion currently employs about 1,500 people and the centre currently offers high-end voice services with plans to start financial, accounting and insurance services.

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Insurance BPO Vendor Profile – EXL Service

EXL’s insurance experience is proven by 60 leading global insurance carrier clients and the tenure of more than 4,000 industry professionals and is dominant player in the US Insurance BPO Market. EXL provides high quality services and better controls support to clients allowing them to be more efficient and to better understand their customers, their markets and their risks. Clients leverage EXL’s outsourcing, analytics, advisory and risk management capabilities.

Collaborate with clients to understand their priorities & design solutions to address insurers needs and support them to manage claims, enhance subrogation services, improve first notice of loss, build compliance preparedness, improve underwriting margins, optimize loss ratios, increase customer penetration or accelerate customer reach, &  help P&C, life, annuity and health insurers become competitive.

In October 2012, EXL acquired Landacorp, a provider of software in support of clinical data exchange in the healthcare industry  and acquisition brings 15 payer clients and 50 provider clients and Landacorp has  50 million members under management on its platforms

In October 2011, EXL acquired Trumbull Services, a specialized provider of Insurance BPO services in the Property & Casualty (P&C) segment in the US, which has a ready-made technology platform to offer in  U.S. P&C Insurance BPO space and the insurance subrogation BPO business in particular. In May 2010, it acquired PDMA, the maker of LifePRO, a policy administration system in the Life Insurance BPO market deployed with 40+ insurers around the world.  

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Insurance BPO Vendor Profile – TCS BPO

Tata Consultancy Services (TCS) has been designated as a leader in insurance BPO in the Everest Group report – PEAK Matrix. TCS is dominant in UK market through its subsidiary Diligenta.

Diligenta, UK FSA regulated subsidiary was established in 2005 to specialize in the provision of business process outsourcing (BPO) services for the UK life & pensions industry. In 2006, Diligenta secured its first £486 million deal with the Phoenix Group (formerly known as the Pearl Group). Since then, Diligenta has secured a number of new clients in the Life and Pensions sector and today administers circa 5 million policies.

TCS has over three decades of experience, partnering with over 90 regional and global insurers to achieve improved operational efficiencies, reduced costs and customer / partner satisfaction and  services span all insurance segments - life, healthcare, property and casualty (general insurance) as well as annuities, pensions and retirement, and span the complete life cycle.

Recently concluded a multi-year, multi-million dollar transformation project at Phoenix Group, the UK’s largest specialist consolidator of closed life funds that involved replacing and decommissioning 11 major life and pension administration systems, hundreds of peripheral systems and migrating more than four million policies and customer records, across multiple brands and product lines into TCS BaNCS Insurance.

TCS won its second-biggest outsourcing contract worth $2.2 billion from UK based pension firm Friends Life, based on a model wherein the company will be paid for each insurance transaction and will add another 3.2 million policies. 

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Procurement Outsourcing Vendor Profile: Global eProcure

Company Profile: GEP is a procurement services firm dedicated to helping enterprises reduce their costs through procurement and supply chain transformation. Company offer comprehensive procurement consulting, technology and outsourcing solutions to Global 2000 companies. Over 12 years of experience in providing procurement services and is based in Clark, New Jersey, USA.  

Managed Spend: Manage more than  US$ 50 billion spend, processing over 6 Million transactions sourced, up to 250 events per client, per year.  and managed across multiple categories and has more than More than 700+ experienced professionals. Extensive library of RFP templates, toolkits and other resources. Multi-lingual phone support in over 20 languages. 

Sourcing & Category Management: The end-to-end sourcing & procurement solutions include strategic sourcing, spend analytics, category mgmt, contract management, sourcing support like spot buy, eAuction, Market intelligence, Low Cost Country Sourcing, supplier data, catalog content, RFPs, etc.  

Locations: Global eProcure PO delivery locations include Los Angeles, U.S., Costa Rica, Sao Paulo, Brazil, London, U.K., Prague, Czech Republic, Shanghai, China, Mumbai, and Hyderabad, India. 

Category Expertise: Management of all direct & indirect across industry verticals. MRO & Capex, Logistics, Packaging, HR , Facilities, Professional, Administration related expenses, Marketing, IT related Hardware, Software, Services, Telecom, etc. 

Direct expenses include Energy & Utilities, Natural gas, Packaging Equipment, Metals, Plastics, electric components, etc.

Key Clients: 120+ customers in 20 different industries including Fortune 500 companies. Clients include Bayer, Essilor, Kellogs, Saint-Gobain, Adobe, Estee Lauder, L'Oreal, Starwood, Triumph Group, Bissell, etc. 

Vertical & Geography Mix: Consumer goods, energy & utilities, financial services, industrial manufacturing, pharmaceuticals, technology, telecommunications, travel & hospitality, nonprofit, healthcare, education, public sector organizations. 

PO related Activities:

In January 2012, acquired Enporion that provides strategic sourcing and e-procurement applications and serves customers in the electric and gas utilities, manufacturing and distribution industries.

Fully integrated GEp Suite 5.0, SaaS based procurement technology suite supporting all source-to-pay functions. GEP technology suite tools include GEP Spend, GEP RFx/GEP Auction, GEP Contract, GEP Supplier, GEP Purchase.

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Procurement Outsourcing Vendor Profile: Capgemini Procurement BPO

Company Profile: With more than 115,000 people in 40 countries, Capgemini provides consulting, technology and outsourcing services. Capgemini offers a wide range of procurement services and PO revenues contribute more than US$150 million to total revenues.  

Managed Spend: Manage over US$ 14 billion spend and has more than 10 years' expertise in sourcing and procurement. Capgemini has worked on sourcing and procurement programs worth more than US$20 billion in past five years and delivered US$1 billion in savings. More than 1500 S2P specialists.  

Sourcing & Category Management: Sourcing management, Compliance management, Order management, Purchase to Pay management, Reporting, Contract management, IBX Spend Cloud, etc. 

Locations: Capgemini PO delivery locations include U.S.,  Canada, India, Poland, Guatemala, Brazil, Germany, France, U.K., China, Sweden. 

Vertical & Geography Mix: Manufacturing is the dominant vertical followed by BFSI, Hi-tech, CPG, Utilities, etc. North America followed by Europe, Asia Pacific are the key geographies.  

Category Expertise: Management of all indirect & direct categories across industry verticals. Indirect category expertise in IT Hardware & Software, Telecom, Temporary Labor & HR Services, Office supplies, Fleet vehicles, Engineered  Procurement and construction services, etc. 

Direct Categories like raw materials like Rubber, Glass, etc. Equipment like Transformers, Transmission Lines, Composite poles, Operated equipment, Steel for cables for electricity distribution, etc. 

Key Clients: Kraft, Novozymes, Hydro One, Hilti Corporation, Ericsson, Skanska, Deutsche Lufthansa, Deutsche Post DHL, Saab Aerospace, SEB, Prysmian, Vodafone, JCB, EFH, Syngenta, Dairy Farm, Ontario Power and Gas, and Blue Scope Steel.  

PO related Activities:

Partnerships: Alliance with SAP to provide IBX Procurement  Cloud based offerings.

Ariba, Emptoris Oracle are other technology partners. 

Acquisitions: Capgemini acquired IBX in February 2010 and IBX offers cloud based procurement BPO offerings and is a on-demand eProcurement and eAuction technologies. 

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Procurement Outsourcing Vendor Profile: Genpact Procurement BPO

Company Profile: Genpact, Indian BPO Vendor and it’s Procurement and Supply Chain practice delivers end-to-end supply chain solutions, enabled by its deep domain experience, best-in-class technology and strategic partnerships. Genpact has over 10 years experience in working with global companies to provide services that include Forecasting and Planning, Sourcing and Procurement, Fulfillment and Logistics and Aftermarket Services. PO contributes close to US$500 million to total revenue. 

Managed Spend: Manage over US$ 25 billion spend and 12,000+ supplier contracts implemented. Managed 2.5MM+ purchasing transactions and 15MM+ invoices annually. 35+ clients, 3000+ procurement professionals and global reach with support in over 11 languages. Process compliance levels of 4.37 Sigma - highest in the industry. Global delivery team - 25% of the delivery team located onshore or near shore.  

Experience in third party technology tools like Ariba, Oracle and SAP and proprietary tools and solutions

Sourcing & Category Management: Spend Analytics, Negotiation, Contracting, Sourcing Evaluation, Make/Buy Decision Support, Requisition to PO issue, Expediting, Ad Hoc Spot buys, PO to Receipt to Reconciliation, Accounts Payable, catalog management, Supplier profiling, Supplier Market Analysis,  etc. 

Locations: Genpact  PO delivery locations include 11 (centers) in 6 countries Bucharest, Cluj, Morocco, Guatemala, U.S., China, India (Hyderabad, Bangalore, Gurgaon, Jaipur, Kolkata ) 

Category Expertise: Management of all indirect & direct categories across all industry verticals. Indirect costs like IT/Telecom, Marketing, Logistics, MRO, Professional Services, Office Services, Utilities, Travel and Capital Equipment.  

Key Clients: GE, AstraZeneca, Symantec, Genworth Financial, GlaxoSmithKline, Delphi, Pfizer, Nissan, Carnation Auto, Serco, Yahoo, Walgreens, WellPoint/WellChoice, etc. 

Vertical & Geography Mix: Manufacturing is the dominant vertical followed by Pharma, BFSI, Hi-tech, Retail, Utilities, etc. North America followed by Europe, Asia Pacific are the key geographies. 

PO related Activities:

Partnerships: ICG Commerce has collaborative partnership with Genpact and offers clients Source to Pay solutions.

Genpact has partnered with IASTA to offer a Business Process as a Service (BPaaS) offering for eSourcing services based on IASTA's SmartSource platform.  

Genpact uses Smart Enterprise Processes methodology that  improves efficiencies and effectiveness that increase process performance between 2-5 times in terms of addressable spend visibility, working capital requirements and cost savings. 

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Procurement Outsourcing Vendor Profile: ICG Commerce

Company Profile: ICG Commerce, the leading procurement solution provider has built a specialized infrastructure dedicated to helping companies optimize indirect spend and drive bottom line savings that strengthen their businesses. ICG Commerce is a privately held company and member of ICG’s (Nasdaq: ICGE) network of partner companies. Provide services and support to clients with global operations in over 47 countries and 21 languages.

Managed Spend: Manage more than US$17 billion in annual spend (direct & indirect spend) for clients. More than 250 sourcing and procurement professionals with deep expertise in various sourcing and procurement categories. Over 20 active comprehensive outsourcing clients (managing multiple processes and categories on a multi-year basis 

Sourcing & Category Management: Strategic sourcing including supplier and contract implementation, operations management eSourcing technologies, RFI templates, supplier database, price benchmarks. Compliance Management, Order Assistance, Procurement Help Desk, Accounts Payable Support, Vendor Maintenance, Content Management/supplier catalogs, Supply-Market Monitoring and Reporting , Price Management, continuous cost improvement, etc. 

Locations: ICG Commerce PO delivery locations include King of Prussia, North America, London, U.K., Hyderabad, India, Shenzhen and Qingdao, China 

Category Expertise: Management of all indirect & direct categories across all industry verticals. Indirect costs like IT/Telecom, Marketing, Logistics, MRO, Professional Services, Financial Services, Utilities, Travel and Capital Equipment. Direct costs like packaging materials, metals, chemical and gases, fertilizers, capital equipment, etc. Sourcing expertise in more than 300 categories. 

Key Clients: Symantec, Kimberly-Clark, Whirlpool, Hertz, Goodyear, Greif, Cameron, Pinnacle Foods, Chiquita, TEVA Pharmaceuticals , Elizabeth Arden, Doosan, The Clorox Company etc. 

Vertical & Geography Mix: Manufacturing is the dominant vertical followed by CPG, Hi-tech, Retail, Telecom, Airlines, Pharmaceutical, Utilities, etc. North America followed by Europe, Asia Pacific are the key geographies. 

PO related Activities:

Acquisitions:

2011 ICG Commerce acquired,  Neuwing Energy Ventures, a provider of financially focused and environmentally responsible energy strategies.

Partnerships: ICG Commerce has collaborative partnership with Genpact and offers clients Source to Pay solutions. 

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Procurement Outsourcing Vendor Profile: IBM Procurement BPO

Company Profile: IBM is a global technology & consulting company that manufactures and sells computer hardware and software, and offers infrastructure, hosting and consulting services to clients in areas ranging from mainframes to nanotech. The company has more than 426,000 employees worldwide & generated revenues of US$106.9 billion for the fiscal year 2011.

Managed Spend: Manage more than US$50 billion in annual spend (core & non-core spend) for clients. IBM offer end-to-end outsourced S2P services in the global market and has more than 1,200 procurement specialists. Close to 40% of Global Multi-Process PO market share. Close to 50 clients & PO contributes around US$800 million. Developed a joint FAO & PO offering and expanding it to related supply chain processes like logistics, asset management and supply chain visibility. 

Sourcing & Category Management: Complete procure-to-pay indirect & direct procurement outsourcing, market intelligence, sourcing strategy, supplier selection, spend analysis, category management, supplier performance management, compliance, tactical sourcing, catalog management, negotiations, supply base development, GERS Travel & Expense management, etc. 

Category Expertise: Management of all indirect & direct categories across all industry verticals. Marcom, IT related, Travel, business services, facilities/real estate, MRO, HR services, energy & utilities, etc. 

Key Clients: Telstra, Unilever, Sara Lee, Korea Exchange Bank, DTCC, Colgate-Palmolive, Sunoco, Solectron, etc.  

Vertical & Geography Mix: Hi-tech & Telecom vertical with more than 30% lead followed by CPG & Retail (25%+), Manufacturing (15%+), Financial Services( 5%) and rest other verticals. Asia-Pacific has more than 40% share followed by US (35%+), Continental Europe(10%), UK (5%). Strong presence in Asia Pacific and CPG & retail verticals is a major advantage. 

Locations: IBM PO delivery locations include Bangalore, Shanghai, Budapest, Hortolandia, Raleigh, Endicott, Manila. 

PO related Activities: Acquisitions:

2006 : Viacore (Business Tone) & Key MRO Maximo (Strategic Sourcing).

2008 : Acquired Cognos ( Decision Support).

2009 : Acquired Redpill Sol & SPSS for analytics,

2010 : Acquired OpenPages (Risk Management), CoreMetrics (Web Analytics), Clarity Systems, Cast Iron, Datacap for Technology capability, Sterling Commerce and Lombardi for B2B and workflow capabilities.

In 2011 IBM acquired Emptoris, a specialist in supply chain and contract management analytics.  

IBM also has partnerships with Ariba, SAP and Hubwoo. 

IBM PO is based on the Enterprise Process Innovation Continuum (EPIC) methodology and technology tools based on this methodology automate and standardize the processes. 

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Procurement Outsourcing Vendor Profile: Accenture Procurement BPO

Company Profile: Accenture is a global management consulting, technology services and outsourcing company, with more than 244,000 people serving clients in more than 120 countries. The company generated net revenues of US$25.5 billion for the fiscal year ended Aug. 31, 2011 and it included outsourcing revenues of US$ 10.6 billion. Close to 30% of Global Multi-Process Procurement Outsourcing market share

Managed Spend: Manage more than US$35 billion in annual spend (non-core spend) for clients and transact more than US$38 billion. Offer end-to-end outsourced S2P services in the global market and has more than 4,000 procurement resources and 1000+ PO specialists. PO contributes more than US$ 750 million and strong 10 year track record in Procurement Outsourcing (PO).

Sourcing & Category Management: strategic sourcing, e-Auctions and spot buy; Procurement services: buying support, PO and invoice processing, T&E processing, contract services, supplier services, supplier enablement and control, event management services, and application management; and business insights—compliance reporting, reporting and analytics, SLA reporting.

Key Clients: Deutsche Bank, DHL, Unilever, HOCHTIEF, ING Bank, Microsoft, Washington Gas Light, City of London, Erste Bank, Bank of Ireland, National Australia Bank, Miami University, UK Ministry of Justice, Consip Spa, Comerica, etc.

Category Expertise: IT/telecom, contingent labor, marketing, facilities/real estate, MRO, HR services, travel services, professional services, and utilities/energy, etc.

Vertical & Geography Mix: BFSI(60%) is where Accenture dominates followed by Manufacturing, Energy & Utilities, Telecom & Technology, CPG & Retail and Public Sector. Looking to expand into Professional Services, Travel & logistics space.

Geography wise US dominated with 55% share followed by Continental Europe (35%), UK(5%) and Asia Pacific(5%).

Locations: Accenture provides procurement BPO services from locations including Bangalore, Dalian, Bratislava, San Antonio, Warsaw, Toronto, Dublin, Frankfurt, Milan, Paris, London, Madrid, Rome, Sao Paulo,  Munich, etc. Expanded delivery capabilities in Philippines in 2010.

PO related Activities: Acquisitions:

In 2006, acquired AdvantiumInc. and Meridian Informed Purchasing Ltd. (MIP) –two companies specializing in profit recovery and analytics. 

In 2010, acquired sourcing and BPO services assets of Ariba which strengthened the sourcing capabilities. Moving beyond financial services to manufacturing, Energy & Utilities, etc. 

Since 2006 Accenture Invested in a source-to-pay solution based on SAP and Emptoris and still continues to invest on these technologies to develop more Source to Pay solutions. 

Accenture marketing efforts are based on "high performance. delivered" campaign. Developed FAO and PO specific marketing literature with several books, case studies, etc.  

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