The dividing lines between outsourcing and Cloud Computing are becoming increasingly blurred with Indian BPO giant Genpact taking a lead, externally and internally.
From an external perspective, Genpact is to offer mid-market clients a Cloud-based alternative to back office outsourcing through an alliance with NetSuite, while internally the firm has turned to SuccessFactors to beef up its performance management capabilities.
Through the partnership with NetSuite, Genpact will use its global IT programme management and ERP consulting teams to provide NetSuite implementation services to mid-market companies and divisions of larger companies around the world. Essentially the firm will be able to offer its traditional 'big ticket' BPO services to large enterprise customers, while pitching the Cloud-enabled BPO platform to smaller firms, a relatively unexplored market for Genpact.
“I've always thought that BPO is an incredibly interesting market,” said NetSuite CEO Zach Nelson. “Companies run their business processes on Netsuite, so why not run NetSuite if you are a BPO provider? I don't do BPO. If you said to me 'can you take this giant SAP hairball and run it more efficiently for me?', I'd run away screaming.
“Genpact is going to build a BPO practice on NetSuite to service their customers. We've been talking about this for a year with Genpact, about the changes in the BPO market and how Genpact could change the market from traditional BPO. They're building a platform for BPO based on NetSuite.”
Biplab Adhya, VP of Software Services at Genpact, added: “We have a history of innovation. We can use a platfom like NetSuite that can cater for enterprise level processes, not just silos of CRM and ERP, and make them available on demand to customers. The platform is the enabler. We can also offer this to midmarket companies that lack the skills to take advantage of BPO.”
Genpact is also 'eating its own dog food' with an internal commitment to Cloud Computing by signing up with SuccessFactors for performance management optimisation. To date, Genpact has deployed the software in 14 languages across 12 countries.
“It is our goal to be a global ‘Employer of Choice’ that provides its employees with rewarding careers and recognizes top talent,” said Indira Sovakar, Genpact’s vice president of human resources. “We follow global best practices to ensure that our employees are meaningfully engaged and receive world-class training and development opportunities. We believe that it is critical to empower employees with the right tools and platforms to set objectives, track progress and manage their performance.”
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