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PROFILE: CAPGEMINI ANCHORING THE AMERICAS
A standout among the many BPO companies operating in Guatemala, Capgemini has positioned its state-of-the-art Finance and Accounting Outsourcing (FAO) service center to serve clients throughout the Americas
as a key component of its global Rightshore® delivery approach.
With more than 145,000 employees across 40 countries worldwide, Capgemini, one of the world’s leaders in IT services, generated revenues in excess of €10.5 billion in 2014 from its four core businesses: consulting, technology, outsourcing, and professional services. Capgemini delivers these services to many of the world’s most prestigious brands.
Rightshoring in Guatemala
Capgemini established its Guatemalan Finance and Accounting Outsourcing (FAO) center in 2008 as part of its Global Delivery Network, with 23 interconnected delivery centers delivering BPO services to more than 180 clients 24/7/365. The center boasts a well-educated workforce of more than 1,000 employees, who provide a broad range of services to such clients as Coca- Cola Enterprises, Nokia, Office Depot, and Unilever.
About 60 percent of the workforce is fully bilingual in Spanish and English or Spanish and French, making the FAO center an attractive option both for companies in English- or Spanish-speaking countries throughout the Americas and for Canadian firms with French-speaking clientele. More than half the workforce has at least a bachelor’s degree, many with training in financial subjects, making them highly acclimated to FAO services and adaptable to modern business practices. In addition, about half the workforce is currently taking college-level courses.
Expertise, Expectations ...
This high level of education makes it possible for employees to tackle a broad range of assignments. About 40 percent are involved in collection activity for three major clients—Coca- Cola, Veritiv, and Office Depot—and the center generally collects more than a billion U.S. dollars every month. It also demonstrates expertise in credit-to-cash processes and is capable of performing more complex assignments, including supply chain and high-end finance and accounting services.
Capgemini’s Guatemalan FAO center delivers more than simply a lower-cost alternative to onshore routine business processes; rather, it provides real value in terms of constantly evolving systemic improvements and innovations in those processes. The Global Enterprise Model (GEM) is Capgemini’s unique proprietary, industry-leading approach to delivering BPO services. GEM fundamentally ensures the optimal combination of resources, processes, and technology platforms for controlled transformation of our clients’ business operations.
... and Execution
Capgemini clients served by the Guatemala FAO center benefit from Guatemala’s cultural similarity to Canada and the United States and its ability to interact easily with customers in U.S. time zones. They also appreciate the workforce’s professional communication skills and neutral accent. And while the Guatemala center focuses on FAO and supply chain services, it is an integral component of Capgemini’s global BPO operation and has ready access to the firm’s global network of centers and expertise.
Characterized as a Center of Excellence, the Guatemala center has earned ISO 9001 and ISO 27001 certifications, as well as the 22301:2012 certification, which assures clients of Capgemini’s business continuity readiness. It’s been recognized within the industry with several prestigious awards, including Frost & Sullivan’s 2011 award for “Excellence in Globalization.” Clearly, Capgemini and Guatemala are building a partnership that shows great promise for company and country alike.
“ Capgemini has selected Guatemala as the strategic location to grow our Americas BPO operations as part of our global transformation agenda, given the people, infrastructure, and location strengths of the country. We are delivering great value to our clients from a constantly growing center and talented workforce.” —Gustavo Tasner, Vice President, Capgemini LatAm
FACTS
Capgemini
Employees: 1,000+
Clients: Global brands like Avon, Armstrong,
Coca-Cola, Nokia, SKF, and Unilever
Language skills: 60% of employees are bilingual
Scope of business: All FAO services, Order- to-Cash, Record-to-Report, and Supply Chain
Certification: ISO 9001, ISO 27001, ISO 22301:2012
SPECIAL REPORT
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