A leading North American based, Lifesciences client is able to invest savings realized from outsourcing towards digital transformation


Business Challenge:

Client had high-cost onshore operations for Order to Cash. Client had a team processing orders, managing master data, answering customer service calls and chasing receivables. This life sciences client was eager to offer self-service and more transparency to their customers, by embracing digital in their supply chain and adding more capabilities. However, owing to budgets being tight, they were strapped for any new budget to accomplish this digital transformation

How we helped?

  • Shared worked with the client to offshore their order management function, including order processing, order customer service, master data, accounts receivable and the entire lifecycle.
  • We helped update client Desktop Procedures and standard operating procedures.
  • Shared team also helped drive standardization across process, thereby requiring lesser number of people to manage the same processes.
  • We seamlessly transitioned service to our India delivery center and setup a proficient team, that was trained by the client team, on their business processes.
  • Post stabilization, Shared team helped drive automation and supported the client through their digital transformation engagements, by training our teams on new SFDC platform and driving a better customer experience

Business Outcomes:

  • Client was able to realize >50% savings in operating costs
  • Improved customer satisfaction and order processing times
  • >99% SLA for same day order processing by cut off time
  • Process maturity and standardization helped cross train our teams and drive up first call resolution for any customer service calls
  • We supported client for their OTIF goals and drive better response times across the supply chain