ASHLAND, Mass.--(BUSINESS WIRE)--OnProcess Technology, a global pioneer in service supply chain management and optimization, today announced strong 2014 growth, including a 26% year-over-year (YoY) boost in new customers and 400%-plus increases in connected home and proactive triage engagements.
The company attributes these results, as well as recognition as a leading innovator by Everest Group and HfS Research, to its end-to-end service supply chain expertise, technology-powered services and use of advanced analytics to drive continuous improvement.
“Post-sales operations are critical to business success. They’re also incredibly complex and can be fraught with inefficiencies and errors that result in lost revenue, unnecessary costs and poor end-customer experiences,” said Ed Barry, CEO of OnProcess Technology. “Companies that want to turn their service supply chain into a profitable, competitive asset are increasingly relying on OnProcess. As our 2014 performance indicates, we’re seeing strong traction from businesses across industries and in all aspects of the post-sales process, from revenue enablement and customer triage, through dispatch, reverse logistics and invoice management.”
OnProcess 2014 Highlights
- Business Growth
OnProcess’ 26% uptick in new customers included leading brands such as Orange Business Services, Westcon Group, BrightHouse Networks, Zensar Technologies and Silicon Graphics International (SGI). OnProcess also saw strong YoY gains from businesses needing to quickly roll out and effectively support new offerings such as connected home engagements, which increased by 400%.
The company realized YoY revenue gains as well, with particularly strong results in broadband and third-party logistics verticals, which increased by 29% and 19%, respectively.
To support growth of new and existing customers, OnProcess doubled its global workforce to more than 2,200 people, added headcount to every global delivery center and opened new facilities in India.
- Services Expansion
Shared Services Model: OnProcess launched this new 24x7 turnkey offering, enabling emerging technology and medical device companies to rapidly provide low-cost, yet enterprise-grade, service fulfillment and reverse logistics services.
Propensity Analytics: OnProcess brought its analytics expertise to bear in its Propensity engagements, which identify end-customers who are more likely to experience problems by utilizing a predictive model so that actions can be taken to prevent issues and minimize churn. Propensity Analytics engagements nearly tripled in 2014 over 2013.
M2M: OnProcess saw growing interest in its M2M offering, which integrates machine log files into OnProcess analytics models to proactively identify install-based problems, accelerate resolutions and make smarter supply chain decisions.
Proactive Triage: Engagements in this area grew by 450% as businesses looked to OnProcess for help in reducing inbound customer care calls and costly trucks rolls, and improving customer satisfaction.
Control Tower Approach to Service Fulfillment: OnProcess’ acclaimed Control Tower approach helped companies who use multiple third-party dispatch vendors save money, increase revenue and improve customer satisfaction by centralizing and standardizing processes across all these organizations.
- Industry Accolades
Everest Group named OnProcess a ‘major contender’ in the 2014 SCM BPO Service Providers Landscape with PEAK Matrix Assessment. They credit OnProcess’ strong SCM-focused proprietary technology capabilities for helping it out-perform larger, generic outsourcers in market activity and industry-specific market share.
HfS Research named OutProcess a ‘high-performer’ in its 2014 Supply Chain Management BPO Blueprint Report, citing it as an innovator that thrives on technology and has strong vertical expertise in broadband, hi-tech and medical devices.
About OnProcess Technology
OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations – the flow of people, parts and services following the sale of a product. The company’s deep expertise, technology-driven delivery and continual analytics-based process improvement, enable clients to quickly optimize efficiencies, scale operations, grow revenue and profitability, and deliver superior customer experiences. OnProcess provides services in 26 languages and operates in seven global facilities, including its Massachusetts headquarters and offices in India and Bulgaria. www.onprocess.com