CXG Business Process Outsourcing

BACKGROUND

Please describe your company and your position there.

I'm VP for Managed and Shared Service at a SAAS company in the Business Spend Management area serving customers in all industries and globally.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire CXG Business Process Outsourcing?

We are growing fast and we have the need to ramp up fast resources in various managed and shared services areas. Ramping up an own legal entity in a European lower cost country would have been to time consuming. Beside this our internal hiring process and managing our employees is not as fast as the process is now. We are now able to react on about 6 different roles within 4-6 weeks and we continue to add more roles.

SOLUTION

How did you select this firm and what were the deciding factors?

We considered multiple BPOs in several countries. From the very beginning we had a good feeling about working together with CXG. The team was very professional on the one side but also just a friendly and nice team to work together. Beside this CXG is specialized on BPO which was obvious when we compared the prizing with more IT focused service providers.

Describe the project in detail and walk through their service package.

We established in the meantime several teams supporting different managed and shared service requests. One team trains our AI engine in regards to an automated invoice processing. Another team trains a AI engine which is classifying unclassified spend data. We have a team building data models to process customer spend data, classify it with the above mentioned AI and visualize the results for our customers to get deep insights in their spend data.

Another team is responsible for Supplier Enablement which means enabling WebShop connections, Purchase Order sending and Invoice receiving via the interfaces to our BSM solution. We will soon add a new team helping customers to get most out of the supply chain simulation solutions they are using.

How many resources from the vendor's team worked with you, and what were their positions?

About 30 team members are working in the above described areas. The role names are AI Trainer Invoice Smash AI Trainer AIC Consultant, AIC Data Analytics Consultant Supplier Services Consultant Supply Chain

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

The cooperation with CXG is very successful. We started with a team of just 3 resources in one area and we enhanced the team in just 3 years to the above described roles and size. The CXG hiring team is always able to backfill positions normally within such a short time that the new hire is onboarded before the leaving employee left. This helps a lot to ensure no disruption in the service delivery.

How effective was the workflow between your team and theirs?

The different team are managed directly by a respective team lead or supporting manager from our side. We have regular meetings with the CXG leadership team aligning regarding new hires, required hardware and forecast questions. Working with the CXG team members works very well even during the pandemic via zoom sessions.

What did you find most impressive or unique about this company?

We are working as one team and managing challenges together. Moving the team from office to work from home, keeping the team motivated and mentally healthy was and is not an easy task. But the CXG team manages all these things perfectly and I would think that the majority of the team feels very well treated and supported.

Are there any areas for improvement or something they could have done differently?

There's not much I would add here. There are more things on our side we could have done better and I'm thankful for the patience CXG had several times with us.