Introduction

In the mature FAO market, organizations are increasingly seeking ways to move beyond cost savings and generate business and strategic impact. As a result, the piecemeal and functional perspective of Finance & Accounting (F&A) is transitioning into an end-to-end process-driven approach. Now, organizations are looking at Procure-to-Pay (P2P), Order-to-Cash (O2C), and Record-to-Report (R2R) instead of Accounts Payable (AP), Accounts Receivable (AR), and General Ledger (GL). Service providers are leveraging this scenario as an opportunity to augment their offerings and provide an integrated solution to clients.

In this research, we analyze the global O2C BPO service provider landscape in 2013. We focus on:

• Market overview and service provider landscape
• Position of 24 service providers on the Everest Group PEAK MatrixTM for O2C BPO
• Key insights on PEAK MatrixTM dimensions
• O2C solution characteristics

The scope and methodology of this report include:

• Over 670 active Finance & Accounting Outsourcing (FAO) contracts with O2C in scope
• Coverage across 24 O2C BPO service providers: Accenture, Aegis, Capgemini, Cognizant, Datamatics, Dell, EXL, Genpact, HCL, HP, IBM, IGATE, Infosys, Minacs, NIIT Technologies, Serco, Steria, Sutherland Global Services, TCS, Tech Mahindra, Wipro, WNS, Xchanging, and Xerox

Content

This report examines multiple aspects of the O2C BPO market. It focuses on service providers’ positions on the Everest Group PEAK MatrixTM while assessing their capabilities on the dimensions of market success, scale, scope, delivery capability, technology solution, and buyer satisfaction. The report also encompasses analysis of O2C BPO landscape and key solution characteristics.

Following are a few glimpses from the report:

• Market overview and service provider landscape
• We look at key industry trends such as overall growth, market segmentation & trends in terms of buyer size, and buyer industries. Market is dominated by large buyers and non-traditional industries
• We also look at the market share of different providers along with the leadership landscape by geography and industry. The top 6 providers have a combined share of over 60%
• 2014 O2C PEAK Matrix

Everest Group classifies 24 O2C service providers on the Everest Group’s proprietary PEAK Matrix framework into:

• Leaders – Accenture, Capgemini, Genpact, IBM, Infosys, and TCS
• Major Contenders – Cognizant, Dell, EGS, EXL, HCL, HP, Serco, Sutherland Global Services, Tech Mahindra, Wipro, WNS, and Xerox
• Emerging Players – Datamatics, IGATE, Minacs, NIIT Technologies, Steria, and Xchanging
• Service provider delivery capability assessment
• We assess the overall O2C capability of the service providers by evaluating them on six dimensions – market success, scale, scope, technology, delivery footprint, and buyer satisfaction levels
• Leaders outperform other players across nearly all the metrics assessed. However, the gap with Major Contenders is reducing
• Solution characteristics
• We look at the trends in process scope of O2C BPO contracts
• We also analyze the sourcing trends in terms of key delivery locations and leverage of global sourcing
• We analyze the developments in technology specific to O2C and observe a rising prevalence
• Evolution of contract pricing is also observed with the market moving towards non-traditional models