In our experience a key reason for process under performance is the lack of performance measures, including industry benchmarks and best practices. SEPSM diagnoses value-oozing process gaps and makes relevant recommendations to plug these leakages.  It also unearths key business insights through sophisticated process data analysis and decades of process experience which then enable a business to compare its processes to industry benchmarks.These insights we provide to clients, along with our deep execution expertise including change management, can deliver differentiated outcomes for the Intelligent Enterprises to out-compete others.

Some of the industry benchmarks are mentioned below:

  • Claims
    An insurance provider can release up to 50% of claim handler capacity & reduce overall settlement cycle time by 40% by enhancing claims segmentation and the adjudication process
  • Customer Service 
    A 30% reduction in call volumes can be achieved through analytics of customer calling behavior, effective usage of IVR & improving first time resolution.
  • Order to Cash 
    By cutting down on spoilage, pricing errors, fines and fuel surcharges by 50% - 75%, a $5 Billion CPG company can increase its annual earnings from $15-$20 Million.
  • Commercial Lending 
    A commercial lending organization can eliminate about 1/3rd of early stage delinquencies through focused early stage collections and eliminate administrative delinquencies by reducing booking, billing and cash errors.
  • Collections 
    For a typical $40-50 Billion in asset credit card issuer, analytics around agent measurement systems and customized training plans can impact losses by ~$100 Million.

Genpact, its logo and “SEPSM” are service marks of Genpact Limited.

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