Increasingly, companies are realizing that people accustomed to easy accessibility of information expect convenience in their business relationships as well. Surveys indicate that over 50% of customers prefer eBilling (EIPP - Electronic Invoice Presentment and Payment) for lower costs in processing and convenience of accessing invoice information online, streamlining processes, and receiving customized billing statements. Yet Accounts Receivable is such a critical process for any company that many are reluctant to effect such changes for fear of undue disruptions, even as they struggle with legacy systems, manual processes, high error rates, lengthy payment cycles, and deep customer and vendor dissatisfaction

1. F I N A N C E A N D A C C O U N T I N G
eBilling:KeepingUpwith
CustomerExpectations
Increasingly, companies are realizing that people accustomed to easy accessibility
of information expect convenience in their business relationships as well. Surveys
indicate that over 50% of customers prefer eBilling (EIPP - Electronic Invoice
Presentment and Payment) for lower costs in processing and convenience of accessing
invoice information online, streamlining processes, and receiving customized billing
statements. Yet Accounts Receivable is such a critical process for any company that
many are reluctant to effect such changes for fear of undue disruptions, even as they
struggle with legacy systems, manual processes, high error rates, lengthy payment
cycles, and deep customer and vendor dissatisfaction.
Theexecutionchallenge
This is the internet age, when instant access to information
has become the norm. Increasingly, companies are finding that
people accustomed to accessing information from anywhere
expect such convenience in their business relationships as
well. Surveys indicate that over 50% of customers prefer
eBilling (EIPP - Electronic Invoice Presentment and Payment)
for the lower costs in processing and the convenience of
accessing invoice information online, streamlining processes,
and receiving customized billing statements. Yet Accounts
Receivable is such a critical process for any company that
many are reluctant to effect such changes for fear of undue
disruptions, even as they struggle with legacy systems, manual
processes, high error rates, lengthy payment cycles, and deep
customer and vendor dissatisfaction. Electronic invoicing, by
reducing manual touch points, providing ready access to data,
and automating the cycle end to end, can entirely eliminate the
problem of incompatible data formats, complex and confusing
invoicing, and resolve customer issues without time-consuming
and expensive phone calls. In this electronic age of instant
communication, eBilling is an idea whose time really has come.
Painvs.gain
For large companies, financial processes generally have been
built over many years, and often vary from location to location.
They often depend on software that came with acquisitions or
has become so entwined in the process that it seems a hopeless
task to upgrade it. The entire system tends to be inefficient,

2. manual, and costly in time and labor. Managers have little
insight into the process enterprise-wide, while delays and
disputes impact cash flow and seriously degrade relationships
with angry customers and vendors. Some 30% of all invoices
generated by manual processes end up in disputes. Problems
that could easily be solved with ready access to invoice
information instead become a lengthy process of re-issues,
re-approvals, and customer service calls. Add in the ever-rising
cost of printing and mailing hard-copy invoices, and the billing
cycle becomes an increasing drag on revenues.
Genpact eBilling is a technology-based solution proven to
reduce operational costs by 25-45% and improve cash flow by
20-30%. Deployable in less than 6 weeks, it streamlines the
billing, dispute, and payment functions through an internet-
based, self-service environment. Our solution, proven in
multiple engagements across a wide range of industries, fosters
enduring customer relationships by removing the bottlenecks in
the billing process and delivering customized, real-time invoices
in multiple formats, and making the process transparent from
end to end.
Lowercosts,fasterpayments
Genpact eBilling is a key component of Genpact’s Order to Cash
(OTC) solution, driving significant improvements across the
billing, collections, and cash management processes. Delivered
either on-premise or via cloud-based SaaS models as the client
requires, the solution is scalable to suit the needs of all business
types over time and can be deployed globally to standardize
operations across the company’s entire footprint.
Capable of receiving and standardizing input in a variety of
formats, Genpact eBilling solves the problem of multiple legacy
systems while automating the billing process to:
• Reduce costs
• Speed payments
• Standardize processes
• Reduce errors and disputes
• Facilitate reconciliation
• Reduce revenue leakage
Customized invoices meet enterprise- or industry-specific
requirements, while our web-based self-service tools speed
resolution of disputes and greatly enhance customer
satisfaction.
Empoweringrelationships
“Snail mail” and hard copies are no longer the keys to solid
billing processes. With each “touch” during manual billing,
the chance of error increases and time is added to the cycle,
delaying payment and affecting cash flow. At the same
time, customer service representatives attempting to answer
questions from unhappy customers usually do not have access
to the paper invoices, lengthening the resolution process and
risking revenue impact through loss of customer loyalty and
goodwill.
Genpact eBilling overcomes these issues by:
• Capturing data from multiple billing sources, in multiple data
formats, consolidating it, and creating a single view and
delivery point
• Delivering bills electronically in multiple formats and
eliminating hard copies while ensuring archival access
• Integrating workflows for both the biller and the payer
• Creating a fully collaborative dispute resolution environment
• Enabling line item functionality for dispute resolution and
cash application
Customers can review and organize their bills in a wide variety
of output formats, configure auto-payment and reconciliation
processes, and take advantage of the system’s support for
online payments through multiple payment methods: credit
card, ACH, etc.
Average Transaction Cost, B2B ($)
-60%
5 2
17
10
55
27
-51%
-42%
Sending Bills
Traditional Web-billing and self service
Call Elimination Disputes

3. Genpact eBilling has been deployed over the past 10 years in
some of the largest corporations in the world, and they are
using it to fundamentally change the way they interact with
their customers. Our solution turns receivables management
into a customer-driven, electronic collaboration that deepens
customer loyalty while often halving operating and CRM costs.
Self-service portals allow vendors and customers instant access
to invoice data and provide many tools for answering their
own questions and resolving issues, reducing the number of
customer service calls and increasing customer satisfaction.
Flexibletosuityourbusinessneeds
Genpact eBilling is suitable for companies at all stages of their
development, growing with you as your business expands.
Implementation can take as little as six weeks, and most
companies observe a positive ROI within a year.
The solution is backed by adoption, implementation, and
support and maintenance services that provide end-to-end
transition management and post-deployment support.
Flexible solutions include:
• Express: SaaS-based, 6-8 week deployment
• Professional: SaaS-based, 4-6 month deployment
• Enterprise: SaaS/On premise, 6-12 month deployment
Oursolutionsgetresults
Genpact eBilling is a best-of-breed solution offering both
robust out-of-the-box capability and full customization. Clients
who have deployed it include a global leasing company that
experienced.
• 20% reduction in operating costs
• 35% reduction in call center volume
• 25% reduction invoice volume
• 20-day reduction in payment cycle for customers using self-
service
• Increased customer satisfaction
• Improved ability to meet compliance requirements (SOX)
Increasingly tech-savvy customers demand more sophisticated
systems for obtaining information. Genpact eBilling helps
companies satisfy a new generation of customers and
significantly increase efficiency and effectiveness in their
financial operations all at the same time. Both biller and payer
will benefit from the flexibility, cost savings, and comprehensive
approach to invoice management offered by Genpact eBilling.

4. About Genpact
Genpact is a global leader in business process and technology management services,
leveraging the power of smarter processes, analytics and technology to help its clients
drive intelligence across the enterprise. Genpact provides a portfolio of process-driven
services strengthened by its industry vertical domain expertise, analytical insights, and
intelligent technology solutions for better business outcomes.
www.genpact.com
© 2012 Copyright Genpact. All Rights Reserved.
For More Information, Contact:
Tanya Johnson, Vice President, Genpact
Order-To-Cash Products and Solutions
+1 650 641 1209
tanya.johnson1@genpact.com
John Kern, Associate Vice President, Genpact
Order-To-Cash Products and Solutions
+1 317 332 2107
john.kern@genpact.com
eipp.solution@genpact.com
Visit us at http://www.genpact.com/home/
solutions/finance-accounting/order-to-cash/ebilling