8/9/2019 Order Management for Microsoft

1/2

Outsourcing

Custom BPO Services

Microsot teams with Accenture to achieve high perormance

Client backgroundFounded in 1975, Microsot is the worldwide

leader in sotware, services and solutions that

help people and businesses realize their ull

potential. Microsots EMEA Operations Center

(EOC) in Dublin manages the end-to-end

operational activities or its customers and

channel partners across Europe, the Middle

East and Arica. The EOC manages over 5.5

million orders each year and ships over 26

million units to 120 countries across the region.

Business challengeMicrosot needed to supply a consistent

managed service to support its growing business.

In addition, it wanted to improve the qualityo service that it provided to its customers and

partners, as well as its overall cost eectiveness.

How Accenture helpedAccenture High Perormance Business

research ound that integrated, standardized,

end-to-end, solutions are key to achieving

high perormance. Since March 2006, through

its Custom BPO Services order management

BPO oering, Accenture has provided such a

managed service to Microsot.

Accenture is delivering key operational activities

or Microsots Volume Licensing and Commercial

Services businessesMicrosots biggest revenue

earner in the multi-billion dollar EMEA region

including:

Contract, agreement and order processing

or volume licensing. Order management and billing for commercial

services.

Rebate and channel incentive payment

processing.

Customer care for all operational and

tools-related Queries.

8/9/2019 Order Management for Microsoft

2/2

These services are provided in six

languages in support o all relevant

sales locations and time zones by a

team o approximately 180 Accenture

sta rom Microsots EMEA operations

center in Dublin.

Accenture also helped implement

a orecasting and capacity planningprocess, enabling Microsot to ramp-up

sta to support peaks in business

volumes and related customer queries.

Microsot now has an alliance with a

single provider accountable or service

delivery and that drives an ongoing

improvement plan or urther success.

High perormance deliveredOverall productivity has increased while

the cost per activity has decreased.

Notably, this has been achieved within

a context o business growthas

evidenced by Microsots FY08 year

endthe largest ever in revenue and

volume or the EMEA region.

The Accenture team helped drive

improvements in customer satisaction

in critical areas, resulting in improved

overall customer satisaction scores.

In addition, Microsots annual Channel

Partner Satisaction survey was recentlycompleted or 2008 and the scores

were the highest so ar. Factors that

contributed to these improved scores

included:

Providing a four-hour turnaround on

phone prioritizations and eiciently

handling escalations.

Meeting transactional service level

agreements and improving accuracy.

Calling users to clarify issues logged

and to provide updates.

Implementing more frequent rebatestatements and improving the quality

o query responses.

Overall these scores place Microsot in

the upper quartile rom a perormance

benchmarking perspective against their

competitors. Teaming with Accenture

has positioned Microsot urther along

the road to high perormance.

About AccentureAccenture is a global management

consulting, technology services and

outsourcing company. Combining

unparalleled experience, comprehensive

capabilities across all industries and

business unctions, and extensive

research on the world's most successul

companies, Accenture collaborateswith clients to help them become

high-perormance businesses and

governments. With more than 186,000

people serving clients in over 120

countries, the company generated net

revenues o US$23.39 billion or the

fscal year ended Aug. 31, 2008. Its

home page is www.accenture.com.

Copyright 2008 Accenture

All rights reserved.

Accenture, its logo, and

High Perormance Delivered

are trademarks o Accenture.