Reimagining business services to better serve clients and enable Accenture growth and resilience.

1. STORIES
Reimagining business services
to better serve clients and enable
Accenture growth and resilience
Digitizing business
services

2. Copyright © 2022 Accenture. All rights reserved
Empowering
people with digital
Call for change
Accenture is on a digital transformation journey
to drive additional value for our clients, our people
and our business. Our strategy involves continuous
evolution so we can keep our processes up-to-date,
automate and use analytics and insights to digitally
enable the business.
To make the change, we knew we needed to approach our
business in a radically different way, working across the
entire organization to streamline the whole client account
and business unit management process. It required a
fundamental shift in how we approached the services,
solutions and support for our business
so that they were better integrated.
Accenture’s digital
transformation is
breaking down the
barriers of internal
inefficiencies and
putting the power of
digital technologies
in the hands of
our people.
SHANE MARSHALL
Managing Director—Global IT,
Client & Market Technology, Accenture
In turn, we would be able to work more efficiently
improve the experiences of our client teams and
drive the flow and insights from our data to offer
better services that directly benefit the business.
In the past, our client-facing teams had managed,
sold and delivered services without online, “joined
up” processes and reporting. By introducing a digital
superstructure, founded on SAP, we were able to
create digital business services that offer our people
the best tools to manage, sell and deliver work.
Today, with Accenture IT infrastructure 95% in the
public cloud, we are able to easily enable digital
services and experiences that generate new
business value. By aligning and better integrating our
technology and the support of our corporate functions,
our teams can focus on better serving their clients.

3. Copyright © 2022 Accenture. All rights reserved
Aligning the
business for value
When tech meets human ingenuity
Moving from the old to a new digital business
services suite to create additional value was a
multi-year journey. The focus was on developing
practical solutions using tools and technologies
to support how we manage our entire business.
We wanted to give our client account, sales and delivery
teams everything they need to perform on their best day.
We also recognized that, while technology is vital, on its
own it’s not enough to drive transformation. We needed
our people to work in new ways and use the technology
to the fullest to drive the best outcomes.
Working together with the business, the Accenture global
IT team created a structured and integrated framework
to address every area of the Accenture business and
operations—reinventing processes for account planning,
forecasting, sales, pricing, revenue management
and reporting.
Our change management team was there on the journey
to prepare and support our people to use the technology
and processes so that they could better manage client
accounts, sell more work and deliver on the contract.

4. Copyright © 2022 Accenture. All rights reserved
Introducing any new technology is not without its
challenges. One of the biggest challenges is getting
people to use technology’s full capabilities—when
people are busy, they naturally prefer to use the
tools and processes that are familiar to them.
With many new and updated processes, change
and adoption activities needed to be tailored to
specific audiences to be effective. Using a role-based,
person-centric approach, we relied on the support
of our sponsors and leaders to identify what was
needed. We then focused our efforts on engaging
people with the new, necessary behaviors and
changes. The approach empowered our people
with digital ways of working. Here’s how we did it:
• Active sponsorship from visionary leaders:
We worked with our sponsors and leaders to understand
the “north star”—the desired business outcomes and
value from reimagining business services. Then we
determined the new behaviors, as well as the technology
and process changes that were necessary to achieve
success. We used a partnership model, bringing
together technology and the business.
• Audience-specific engagement approach: We
introduced clear and easy guidance to move along
the technology change journey by developing
audience-specific engagement and marketing,
just-in-time training and ongoing process support.
We helped our people understand the “why” not
just the “how” behind technology change. We
explained the benefits of the technology and
how it integrates into the ways they already work.
• Identified adoption and success measures:
We engaged our sponsors and leaders to set
adoption success and business-based outcome targets.
These enabled us to monitor and adjust change
interventions to reach our north star goal quickly
and efficiently.
When tech meets human ingenuity
Prepare Manage
We have improved the processes around market
management, account management, forecasting
and talent. Here’s how we did it:
• Eased performance management: Client group
and market leaders now understand how their
business is performing and make informed, data-
driven decisions. Executives are able to interact
directly with their business data to assess historic
and projected future performance and access a
common set of metrics and a “single source of the
truth” for all decision making.
• Automated future forecasting: Sales and revenue
data comes together in a new online, automated and
forward-looking forecasting capability that improves
forecast quality and provides instant visibility and
consolidation for Finance and business unit leads.
• Improved team and roster management:
Enhanced analytics and business insights drive
efficiencies, simplify processes and improve productivity
for complex team management activities. Customized
solutions are available for our client teams
across Accenture.

5. Copyright © 2022 Accenture. All rights reserved
We have addressed sales enablement, pricing,
quality management and how we negotiate and
execute thousands of highly customized,
multilingual legal documents every month.
Here’s how we did it:
• Integrated sales experiences: Online sales
processes and capabilities are integrated in one
platform based on Salesforce to enable Accenture’s
global account teams to connect with the right people,
the right assets and the right data to be more effective
in their sales pursuits. Curated insights are based on
Analytics Studio (also known as Einstein Analytics) to
help sales teams shape value propositions and
winning strategies. For example, our Win Probability
Predictor predicts the opportunity outcome with 97%
accuracy in less than three seconds; this enables
leaders with the focus areas for deal coaching to
sharpen strategies and increase win probability. Used
by more than 30,000 users in 50 countries, sales
engagement and the adoption of sales processes
have been boosted by the platform.
• Aligned pricing capabilities: Our approach to pricing
has changed in two ways. First, our pricing has
switched from being based on a cost-plus approach to
aligning with competitive market rates and value
delivered. Second, we reinvented our approach to
sales and delivery integration. Around 70% of our
opportunities can be priced on the platform and use
our pricing intelligence. In this way, the “pricing
architect in-a-box” enables our sales teams to price
accurately, consistently and with confidence.
• Digitized contract management: Digitized Accenture
contracts create economies of scale by moving away
from manual processes to optimize workflow and
promote transparency. Streamlined data brings
insights which help to speed up and standardize
contracting—easing the process for client teams and
clients alike. Contracts and their underlying data are
routed automatically through reviews, changes and
approvals. This enables client account teams, Legal
teams and other stakeholders to work with
transparency, clearly seeing where each contract
stands in the sales process, who is working on it and
when it is finalized.
When tech meets human ingenuity
Sell

6. Copyright © 2022 Accenture. All rights reserved
We have tackled the final piece in the puzzle
by reimagining delivery management, client
financial management, automated billing and
contract management. Here’s how we did it:
• Standardized work delivery: Our solution makes
it easier to team, track and forecast resources’ work
effort and manage contract financials to improve
how we collaborate and deliver work. It carves up
the work into manageable components so that delivery
teams can create and manage cost plans, delegate
responsibilities and establish and track actionable
metrics. We can identify issues more quickly,
enabling them to be resolved in a consistent and
standardized way.
• Mitigated contract risk: We created a simple way
to track and manage contracts through shared data,
reporting and dashboards to mitigate risks and errors.
By providing a contract health score, we can help users
to follow the status of a specific contract
and identify next best actions to resolve issues.
Contributing to the health score calculation, our
next-generation contract management solution
also works in harmony with our forecasting, contracting,
risk planning processes. In particular, our sophisticated
contract risk review and approval tool, the Contract
Insights Platform (CIP)documents contract risks prior to
signature. These risks are then passed to our contract
management tool where they can be managed during
the delivery process.
• Enhanced billing production: We support billing
production requests for more than a half a million
client-facing invoices each year in a single, cohesive
flow across our various platforms. As a result, using
ServiceNow, Accenture has reduced the average
client invoicing production time from three days
to under 10 minutes, achieving significant cost
efficiencies and improving the company’s cash flow.
When tech meets human ingenuity
Deliver

7. Copyright © 2022 Accenture. All rights reserved
With more data available across
many systems Accenture people
have access to more insights.
One of the analytics tools that
was particularly helpful in the
early days of the COVID-19
pandemic came from the cross-
functional area of Legal. The
award-winning Accenture Legal
Intelligent Contract Exploration
(ALICE) tool has natural
language processing (NLP) and
artificial intelligence (AI) which
makes contracts more easily
searchable and translates with
high accuracy. What is more,
market leading analytics that
used to take more than 500 hours
can now be provided in 30
minutes, delivering greater
business value.
Here are some key technology
tools that became the vehicle
to value:
• Manage myBusiness is a
performance management
platform to help client and
portfolio leaders to make
informed, data-driven decisions.
• Manage mySales brings sales
processes and capabilities online
and integrates them to connect
the right people, assets and data
for more effective sales pursuits.
• Manage myPrice is a pricing
architect in-a-box that has
reinvented our approach to sales
and delivery integration.
• Manage myDeal is a central
platform that digitizes Accenture
contracts, optimizing workflow
and promoting transparency.
• Manage myEngagements
handles teamwork, tracks
and forecasts resources’
work effort and manages
contract financials.
• Manage myTeam uses
enhanced analytics and
business insights to drive
efficiencies, simplify processes
and improve productivity for
complex team management.
• Manage myRecords handles
new contracts, extensions
or terminations, manages
compliance in line with
information management
policy and has at-a-glance
progress updates.
• Manage myContracts offers
a simple way to track and
manage contracts through
shared data, reporting
and dashboards.
• ALICE, Accenture Legal
Intelligent Contract Exploration
tool uses artificial intelligence
to make contracts more
searchable and translate
with high accuracy.
• Client Business Projection is
a solution that brings sales
and revenue data together
to facilitate a new online,
automated and forward-
looking forecasting capability.
• Automated invoicing
solution supports billing
production requests in a
single, cohesive flow across
our various platforms.
When tech meets human ingenuity
By aligning and
integrating our
technology and the
support of our corporate
functions, our client
account and
management teams
can now better
focus on the direction
and profitability of
Accenture’s business.
ANDREW INCHLEY
Managing Director—Finance
Strategy and Enablement, Accenture

8. Copyright © 2022 Accenture. All rights reserved
A valuable difference
Our digital business services have brought
digital capabilities to our business leaders, client
account teams and supporting functions. We have
transformed how we work, creating experiences
that are individualized and intelligent and enable
successful outcomes with a robust change management
and adoption approach.
We have tackled internal inefficiencies and unleashed
the power of global connection. For instance, the critical
foundation for the digitization of our business was the
fact that we had a global single-instance SAP S/4HANA®
enterprise system which provides full data integrity
and a “single source of the truth.”
Now, our cross-platform technologies mean that our
client account teams spend less time on administration
and can work faster and more effectively.
• 213TB of enterprise data.
• 99% reduction in invoice production cycle from three
days to 10 minutes.
• 50K log-ins in the first month of launch of Client
Business Projection.
• 0% data entry spreadsheet errors (down from 30%)
due to automated invoicing.
• 24K contracts onboarded in Manage myDeal system
in the first three months.
• 97% accuracy in less than three seconds for win
opportunities with Manage mySales.
Transforming
how we work
With the support of
insights and accurate,
timely information, our
people are free to focus
on developing client
relationships and
innovating to grow
our resilience.
PENELOPE PRETT
Chief Information Officer, Accenture

9. Copyright © 2022 Accenture. All rights reserved
Copyright © 2022 Accenture.
All rights reserved.
Accenture and its logo
are trademarks of Accenture.
About Accenture
Accenture is a global professional services company with leading
capabilities in digital, cloud and security. Combining unmatched
experience and specialized skills across more than 40 industries,
we offer Strategy and Consulting, Interactive, Technology and
Operations services — all powered by the world’s largest network of
Advanced Technology and Intelligent Operations centers. Our
699,000 people deliver on the promise of technology and human
ingenuity every day, serving clients in more than 120 countries. We
embrace the power of change to create value and shared success
for our clients, people, shareholders, partners and communities.
Visit us at www.accenture.com.
Contact
Christina Demetriades
General Counsel
Europe
Andrew Inchley
Managing Director
Finance
Strategy and Enablement
Guy Maes
Managing Director
Business Performance Lead
/christinae-demetriades
/andrew-inchley
/guy-maes
Shane Marshall
Managing Director
Global IT
Client & Market Technology
Sara Porter
Managing Director
Sales & Pricing Performance
Amy Kempiak
Director
Global IT
Journey & Change Management
/shane-marshall
/sara-porter
/amy-kempiak