Infosys’ order management networking software helped the client initiate processes that led to cost savings and consistent productivity

1. Transforming Order Management for a Networking OEM
Traditionally, Order Management (OM) processes and systems have been structured along product lines or geographies. Current customers expect
to have greater control over configuring the products and services they consume. This is especially true today when they enjoy the luxury of a
vast array of choices available over a variety of channels. Modern businesses serve customers across the globe, which demands transparency and
visibility across processes and data, adequate corporate control, and adherence to regulatory compliances like Sarbanes-Oxley. The capability to
bundle complementary products, as well as products and services is imperative.
Leading companies are discovering the benefits of standardizing processes, personalizing the customer experience and effectively analyzing sales
order data. While traditional approaches to OM required trade-off between customer experience and operating efficiencies, a comprehensive
solution-oriented approach to OM can deliver both - an enhanced customer experience while addressing cost and control imperatives.
Client Situation
Our client is a High-Tech equipment manufacturer with over US $ 20bn in global sales. The client was concerned about the effectiveness of their
order management processes and associated costs. Orders were being processed from three different locations – US, Europe and Australia. The
eventual goal was to outsource almost 80-85% of total orders to the third-party vendor; however, the low customer satisfaction, limited process
improvements and cost savings achieved to-date were holding them back.
The Challenge
Order management involves all activities from the initiation of the order from various sales channels to its configuration, pricing, booking,
processing, customer inquiry handling and finally archival. Handling such a complex process globally requires a thorough understanding of the
client’s processes and change objectives.
The key issues faced by the client were:
• End-customer complaints relating to order processing services outsourced
• Issues relating to order quality and turnaround times
• Limited improvement in processes achieved from outsourcing
• High costs per order processed
Client Impact
“We are now ready to strategize our FY2006 to horizons that could never be thought before. I’m personally
looking forward to your business creativity and brilliance so we can further innovate, and re-invent
ourselves beyond excellence.”
Director of Operations
• Customer Delight level operations for Order Management
(the only such centre across the organization worldwide)
• Reduction of 50% in annual costs
• Average productivity improvement of 10-15% across
multiple processes
• Reduction in order cycle by 25%, releasing up to US$ 30
million in working capital
• Continuous ongoing improvement in workflow efficiency
and customer satisfaction through root cause analysis
• Execution excellence that included a phased transition and
strong data security

2. Infosys Solution Infosys Approach and Program Management
• Disparate processes were standardized and
centralized by Progeon along with defining Transition & Implementation:
common process auditing norms
The Infosys delivery model ensured a seamless transition of processes without
• Strong security and confidentiality processes any disruption to the existing operations – including a phased in transition
with a dedicated workspace provided to the of operations from three locations into one centralized location. Incremental
Client processes and people were added only after baseline metrics had been exceeded.
• Involved client stakeholders in transfer and Infosys worked closely with the client to ensure strong security and confidentiality
ensured sign-off on where previous vendors across the processes. This was complemented through recruitment of highly skilled
left-off and qualified staff. All target dates for the live processes were met on time or ahead
• Transition plan with a robust monitoring of time. Recently, Infosys has also begun providing French and German language
mechanism set-up to achieve mutually agreed support.
SLAs that included project management, metrics,
Performance Management:
etc.
• A joint team for reporting and data analysis was established.
• Consistent productivity and process
improvement initiatives leading to cost savings • The team collates data from each sub-process and prepares daily, weekly,
monthly reports, which are posted on an intranet
• Ongoing evaluation project to track errors found
in a process across processes to figure business • The team analyzes the data for tracking customer satisfaction, quality
impact and customer dissatisfaction. assurance, performance of individual process executives and trends in order
volumes
Infosys-Progeon High-tech & Manufacturing Expertise
Infosys has delivered measurable business results to numerous Fortune 500 and multinational clients in the High Tech and Manufacturing
industries. Our clients span all parts of the high-tech and manufacturing value chain, including OEMs, EMS providers, semiconductor and
component manufacturers, and electronic distributors. The solutions cover all areas of our customers’ operations ranging from product
engineering, customer management, and supply chain to finance and HR.
Infosys’ Transformational Order Management Solution offering, leverages the following services to help your enterprise realize greater
competitive benefits
Technology Expertise Business Process Business Consulting Infosys Predictability
Our experience covers the entire Outsourcing The primary goal of our Infosys assures you ‘peace of
range of technologies spanning We offer business process consulting service aims to give mind’ through predictability of
your enterprise needs: from the outsourcing solutions to our you a competitive advantage, delivery, our commitment and
legacy to the cutting-edge. We global clients by leveraging which we define as strategic organizational transparency. Our
view technology architecture, process, domain and people differentiation + operational proven and mature processes
infrastructure, information and management expertise. At superiority. Our consultants enable us to consistently deliver
processes as the building blocks Progeon, we have built our have deep domain expertise high quality solutions while
used by agile enterprises to organization around managing and represent the finest in the executing a growing number
transform themselves. risk for our clients through business. of engagements from multiple
a scalable, cost-effective and locations.
predictable delivery platform.
For more information, contact askus@infosys.com | ITOM@infosys.com