Teleperformance’s Transformation with ExFlow

Teleperformance is a global digital business services company, delivering the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

ABOUT TELEPERFORMANCE

Teleperformance is a global digital business services company, delivering the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

Teleperformance in numbers:

• Approximately 500 000 employees
• Services in 300 languages
• Operations in over 100 countries

Hanna Karlsson Continuous Improvement Manager at Teleperformance shared her success story on how ExFlow transformed Teleperformance’s AP (Accounts Payable) process, paving the way for global adoption and increased automation.

As Teleperformance continues to expand and optimize their operations, ExFlow and Dynamics 365 F&O remains a cornerstone of their journey toward enhanced efficiency and assured accuracy in their AP workflows.

CHALLENGES AND OBJECTIVES

Hanna described the challenge of streamlining invoice processing across various countries, each with unique legal requirements and operational intricacies. Her objective was clear – enhance efficiency, reduce manual workload, and align with legal obligations, all while maintaining a global standard of excellence.

EXPLORING THE BENEFITS OF EXFLOW

The Nordic companies in the Teleperformance group had been using ExFlow since 2011 and the process automation had been very good.

In 2020, a study was initiated by Matthew Cuthill, Director of Digital Transformation at Teleperformance, to comprehensively evaluate the benefits of ExFlow in order to decide if ExFlow was going to be part of the global template for the F&O roll-out. Teleperformance´s study compared invoice processing times and methods across different countries within their operations.

The study focused on three regions:

Country/region	Time spent per invoice	Solution
Nordic countries	4 minutes	ExFlow Data Capture (OCR) + ExFlow+ Dynamics ERP Standard
United Kingdom	11 minutes	ExFlow Data Capture (OCR) + Dynamics ERP standard
France	17 minutes	No OCR, Dynamics ERP standard

Based on the data and demonstrated efficiency gains from automation, Teleperformance decided to include ExFlow in the global template and roll out ExFlow Data Capture and ExFlow. After the rollout in France, three of the four people who were initially handling invoices were able to shift their focus to more strategic and varied initiatives within their company.

Hanna’s shared success story not only celebrates the efficiency gains achieved with ExFlow, but also illuminates the strategic foresight embedded in Teleperformance’s digitalization and automation strategy.

“ExFlow became the catalyst for minimizing manual tasks, aligning perfectly with Teleperfomance’s broader vision for a digitally transformed future,” Hanna explained. The integration of Power BI further empowered Teleperformance with enhanced data analysis and reporting capabilities, providing valuable insights for informed decision-making.

As of Q1 2024, 14 countries are live with ExFlow and F&O, and the team at Teleperformance is working intensively with rolling out the global template with many countries to come. To support this initiative, a shared service center in Kosovo is being used by Teleperformance to centralize functions for efficiency and better management.

The adoption of automation tools allowed staff reallocation to other financial support areas, indicating an increase in processing efficiency and an opportunity for staff to engage in more value-added activities.

OUTCOME AND RECOMMENDATIONS

The study highlighted the need for automation in the invoicing workflow, demonstrating how it can lead to significant efficiency improvements, providing better process control and enhanced regulatory compliance for finance teams.

It suggests further automation and the expansion of tools like ExFlow Data Capture and ExFlow across more regions and countries within Teleperformance’s operations would be tremendously beneficia

OUTLOOK FOR TELEPERFORMANCE AND EXFLOW

Crucial aspects for Teleperformance in the coming years will be e-invoicing and the adaptability to country specific mandates regarding both incoming and outgoing invoices. In Europe, Italy is first out, followed by Poland with KSeF, then France; all implementing country-specific CTC (Continuous Transaction Control) processes. SignUp and ExFlow are committed to supporting Teleperformance regarding both CTC, and e-invoicing.

AN EXAMPLE OF VALUE-ADDED ACTIVITIES: FRANCE

The shift from four individuals to one person handling invoices in France allowed for the redirection of human resources to more strategic endeavors. This granted staff enhanced compliance and control over their processes, while reducing the costs associated with inefficient workflows.

Enhanced Financial Analysis: Employees focused on deriving insights from financial data, influencing strategic decision-making.
Supplier Relationship Management: Strengthened relationships with suppliers, negotiating favorable terms, and optimizing supply chain processes.
Process Improvement Initiatives: Dedicated efforts towards streamlining financial processes and adopting best practices.
Compliance and Risk Management: Ensuring adherence to financial regulations and managing risks effectively.
Training and Development: Investing in employee skills and knowledge, fostering a culture of continuous learning.
Strategic Projects and Innovation: Contributing to innovation initiatives and exploring new technologies.

Based on the time study between Nordics, UK, and France there is a very clear benefit achieved from utilizing EDC and ExFlow for end-to-end AP automation.

CONCLUSION

Teleperformance’s success story with ExFlow exemplifies the power of strategic automation in achieving operational excellence. The study’s results underscore the tangible benefits of ExFlow, not only in terms of efficiency gains but also in empowering employees to focus on value-added tasks. This transformative journey, coupled with the insightful study on end-to-end AP automation, positions Teleperformance as a pioneer in leveraging technology for a competitive edge in the dynamic landscape of global business operations.