Bosch Service Solutions GmbH, DBS Bank Ltd.,
F. Hoffmann-La Roche Ltd., IBM, MTN Group and Sanofi Recognized for
Their Cutting-Edge Digital Transformation Achievements
The Hackett Group, Inc. (NASDAQ: HCKT) today announced the
winners of its 10th Annual Digital Awards, which spotlight
companies that are on the cutting edge of creating competitive
advantage and delivering measurable benefits at scale using digital
transformation solutions. These leaders often combine intelligent
automation, advanced analytics and artificial intelligence (AI) to
hyper-automate end-to-end business processes.
The 2023 Digital Award winners and their win categories are:
Bosch Service Solutions GmbH (Contact-to-Resolution); DBS Bank Ltd
(Technology Function Operations); F. Hoffmann-La Roche Ltd.
(Plan-to-Source-to-Make-to-Deliver); IBM International Services
Centre Slovakia (Order-to-Cash); MTN Group Global Sourcing and
Supply Chain (Source-to-Purchase); and Sanofi (Talent
Management).
According to Vin Kumar, managing partner, AI and Digital
Operations practice leader at The Hackett Group®, “This year’s
winners demonstrate the real progress that’s being made as
automation becomes more intelligent. Step by step they have
increased their sophistication and their ability to provide real
value. Just a few years ago, the focus was on basic transactional
automation, which led to automating full end-to-end processes. From
there companies have moved to hyper-automation and beyond. Our 2023
Digital Award winners are building automation fabrics that generate
real insights about customers, suppliers, users, employees and
more, then use those insights to make better decisions. These
systems can understand and predict behavior patterns, which is a
major step forward.”
Advisory Associate Principal John Van Decker added that “We’re
also starting to see the green shoots of companies using true
generative artificial intelligence, building systems that can
extract and summarize information from external sources as part of
their work and provide greater decision-making support. Generative
AI will also make for more natural interactions with chatbots as
they move away from relying on structured interactions. It will be
very interesting to see how companies progress with their use of
generative artificial intelligence in the coming year.”
The following abstracts are drawn from the applications
submitted by these 2023 Digital Award winners:
Bosch Service Solutions GmbH – Winner, Contact-to-Resolution
– Digital Contact Centre: Transforming Customer Experience with
Data, Artificial Intelligence and Automation
Bosch Service Solutions was given a challenging assignment
– transform the performance of its contact center, which
handles over one million interactions and 18 services annually
across multiple communications channels with automation and
technology.
The Bosch team conceptualized and implemented Digital Contact
Centre, a sophisticated AI solution that incorporates robotic
process optimization, text and conversational AI along with
customer interaction technologies. The team trained the AI bot to
handle customer inquiries and digitize contact center operations.
Using natural language understanding (NLU), the new AI system would
be able to understand the customers’ concerns right away,
irrespective of the channel of contact from the customer.
In less than two years, the platform reduced average handling
time from three minutes to 20 seconds and first level handling time
from 7.9 to four minutes. Given this performance, it’s not
surprising that payback on the investment took less than 12 months.
And client managers see this as only the beginning. According to
one contact center executive, “Since the introduction of the AI
solution, the agents can take care of more complicated customer
concerns and offer a better premium service because more time is
available. The team has accepted the bot as another team member and
is so enthusiastic that they keep bringing in suggestions and ideas
for further developments. Truly a win-win-win!”
DBS Bank Ltd. – Winner, Technology Function Operations –
Evolve CloudOps
When companies first started adopting cloud technology, many
information technology (IT) strategists saw the cloud as the answer
to running systems much more efficiently. DBS Bank was no
different, though it realized early on that it needed to manage,
maintain control, and reduce complexity of the cloud technology
solutions it adopted.
To keep the complexity manageable, DBS Bank decided to build
Evolve CloudOps, a unified cloud platform. Designed and built by
DBS technologists, the platform was rolled out in three stages over
five years. The first iteration, in 2018, added mostly
infrastructure-as-a-service capabilities (IaaS) such as automation
of server builds. Next came platform-as-a-service (PaaS)
capabilities such as runbook automation. Finally, in 2022,
anything-as-a-service (Xaas) features were added, making it
possible for application teams to adopt new technologies into their
applications without additional coding.
DBS estimates that it took 18 months for Evolve CloudOps to see
a return on investment. Since Evolve CloudOps’ launch,
applications’ time-to-market decreased by 66% – from fifteen
working days to five working days – while the time taken for
infrastructure-to-market improved by 93%, taking just three weeks,
instead of 40. Evolve CloudOps has generated a return on investment
(ROI) of 131% to date.
F. Hoffmann-La Roche Ltd. – Winner,
Plan-to-Source-to-Make-to-Deliver – Generating Product Monitoring
and Manufacturing Reports
Manufacturing pharmaceuticals is a stringently regulated process
that requires extensive filings. Roche Pharma Technical Operations’
Digital & Operational Excellence team created a new digital
solution, ReMix, that streamlined the verification process from a
largely manual and paper-based system to a comprehensive digital
process.
The solution enables employees to take data-driven decisions to
generate value and drive efficiencies, whilst saving a huge amount
of time and ensuring compliance with stringent industry
standards.
IBM International Services Centre Slovakia – Winner,
Order-to-Cash – Agent Assist
When internal analysts examined the performance of the IBM
International Services Centre Slovakia in 2021, they learned that
IBM’s EMEA super users were getting bogged down by client requests
to help them with their integrated enterprise resource planning
(iERP) system – an SAP platform used by quote-to-cash teams
for processing orders. These high call volumes were distracting the
iERP super users from more complex work.
To cope with these challenges, the company decided to train a
chatbot to handle the simpler queries. The cloud-based system would
leverage the natural language capabilities of the company’s Watson
Services system to answer user questions and provide quick support
for simple issues. The answers to 2,000 basic questions were
uploaded and Agent Assist was put to work.
In its first month of operation in December 2021, Agent Assist
reduced client waiting times by 1,000 hours. By the end of 2022,
Agent Assist could handle over 90% of advisory questions. “The
chatbot has allowed our super-user team to focus on the most
complex issues while at the same time answering the simple problems
with drastically reduced waiting times,” said Carol Bruce, director
of Q2C Consulting for EMEA and UK.
MTN Group Global Sourcing and Supply Chain – Winner,
Source-to-Purchase – Procurement Cockpit (Px360)
MTN, a South African telecommunications company, buys billions
in goods and services every year for its 17+ operating companies.
MTN wanted its digital procurement transformation to align with
overall procurement transformation and focus on putting together a
holistic picture to bring actionable insights. This required
cross-pollination/aggregation of all data points from a number of
digital procurement systems.
MTN used open-source data science and machine learning libraries
to build an ensemble of algorithms that leverages data from various
tools and brings together one view for whole organization. Aptly
named as Procurement Cockpit (or Px360), the central procurement
intelligence platform focuses on 3 principles:
- Sourcing Intelligence: To identify projects that can be bundled
together to negotiation leverage. This is called Recommendation
Engine, a Google-like platform but only for sourcing events.
- Supplier Governance: There are very limited platforms that
focus on governance. MTN is taking supplier governance, due
diligence checks and process compliance to the next level using an
inhouse custom-made algorithm that scans all the data points and
identifies patterns for flagging potential non-compliances or
outlier transactions.
- Knowledge Library: Best practices across the organization are
automatically identified and templatized so that they can be
replicated in other functions/sourcing transactions as well.
Sanofi – Winner, Talent Management– Workday Job Change
Process Excellence
After Sanofi implemented a job change process in Workday
software in 2015, the implementation partner built it with a
horizontal organization in mind. The partner included a lot of
local exceptions in the 70+ countries where the company operates.
Many employees found the system frustrating: data quality was poor,
many actions required multiple approvals and payroll corrections
were often required.
To see what could be improved, the pharmaceutical giant set up a
pilot with QPR Process Mining to look at the existing job change
process. The pilot was considered a success, which led the
technical team to focus on how to make more significant
improvements instead of just mitigating bad performance. This led
the team to undertake a more holistic process redesign, integrating
AI and removing unnecessary steps. After using SAP Signavio BPM and
design thinking methodologies to imagine a better process, they
combined Signavio with QPR Process Mining to ensure conformance
during the roll-out.
One year after implementation, median process duration dropped
from 8.9 to 0.9 days, while average process duration shrank from 35
to 6 days. Now, process transactions are taking 90% less time to
complete, saving Sanofi’s People and Culture administrative
employees 2,800 hours a year, while saving the technical team’s
customers – the managers – 3,400 hours.
About The Hackett Group
The Hackett Group, Inc. (NASDAQ: HCKT) is a leading
benchmarking, research advisory and strategic consultancy firm that
enables organizations to achieve Digital World Class®
performance.
Drawing upon our unparalleled intellectual property from more
than 25,000 benchmark studies and our Hackett-Certified® best
practices repository from the world’s leading businesses –
including 97% of the Dow Jones Industrials, 93% of the Fortune 100,
73% of the DAX 40 and 52% of the FTSE 100 – captured through our
leading benchmarking platform Quantum Leap® and our Digital
Transformation Platform, we accelerate digital transformations,
including enterprise cloud implementations.
For more information on The Hackett Group, visit:
https://www.thehackettgroup.com/; email info@thehackettgroup.com;
or call (770) 225-3600.
The Hackett Group, Hackett-Certified, quadrant logo, World Class
Defined and Enabled, Quantum Leap, Digital World Class and Hackett
Value Matrix are the registered marks of The Hackett Group.
Cautionary Statement Regarding “Forward-Looking”
Statements
This release contains “forward-looking” statements within the
meaning of Section 27A of the Securities Act of 1933 as amended and
Section 21E of the Securities Exchange Act of 1934, as amended.
Statements including without limitation, words such as “expects,”
“anticipates,” “intends,” “plans,” “believes,” seeks,” “estimates,”
or other similar phrases or variations of such words or similar
expressions indicating, present or future anticipated or expected
occurrences or outcomes are intended to identify such
forward-looking statements. Forward-looking statements are not
statements of historical fact and involve known and unknown risks,
uncertainties and other factors that may cause the Company’s actual
results, performance or achievements to be materially different
from the results, performance or achievements expressed or implied
by the forward-looking statements. Factors that may impact such
forward-looking statements include without limitation, the ability
of The Hackett Group to effectively market its digital
transformation and other consulting services, competition from
other consulting and technology companies that may have or develop
in the future, similar offerings, the commercial viability of The
Hackett Group and its services as well as other risk detailed in
The Hackett Group’s reports filed with the United States Securities
and Exchange Commission. The Hackett Group does not undertake any
duty to update this release or any forward-looking statements
contained herein.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20231005397376/en/
Gary Baker, Global Communications Director (917) 796-2391
gbaker@thehackettgroup.com
Hackett (NASDAQ:HCKT)
Graphique Historique de l'Action
De Nov 2024 à Déc 2024
Hackett (NASDAQ:HCKT)
Graphique Historique de l'Action
De Déc 2023 à Déc 2024
