F I N A N C E A N D A C C O U N T I N G

eBilling: Keeping Up with Customer Expectations

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.

The execution challenge

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.

Pain vs. 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,

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.

Lower costs, faster payments

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.

Empowering relationships

“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

1710

55

27

-51%

-42%

Sending Bills

Traditional Web-billing and self service

Call Elimination Disputes

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.

Flexible to suit your business needs

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

Our solutions get results

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.

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, GenpactOrder-To-Cash Products and Solutions+1 650 641 1209tanya.johnson1@genpact.com

John Kern, Associate Vice President, GenpactOrder-To-Cash Products and Solutions+1 317 332 2107john.kern@genpact.com

eipp.solution@genpact.com

Visit us at http://www.genpact.com/home/solutions/finance-accounting/order-to-cash/ebilling