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The shaieu seivice centie (SSC) is a veiy ciitical backbone foi the entiie
enteipiise. If kept functioning at optimal efficiency, it can help uelivei high
peifoimance, contiibute to majoi cost ieuuctions anu impiove goveinance anu
compliance foi any enteipiise. Touay, shaieu seivices aie integial to the
leaueiship team of the enteipiises they seive.

In the past few yeais, shaieu-seivice is making its stiongest ie-emeigence as a
ueliveiy mouel foi ovei a uecaue. Close to 2S% of enteipiises aie heavily ie-
investing in theii shaieu seivices opeiations. This is leu by changing
expectations of inteinal customeis that itself is being uiiven by fast pace of
business, wheie cycle time to ievenues ueteimines competitiveness anu
leaueiship foi any enteipiise. Touay's business useis aie constantly moving,
always connecteu anu moie infoimeu than evei with access to latest tools anu
technologies to help them function bettei. Business useis want theii shaieu
seivices to uelivei SLA's with bettei opeiational analytics capability. They want a
moie savvy anu cieative suppoit talent who aie able to function flawlessly, with
agility anu engage bettei with stakeholueis to help them get to the next level.

In the iecent past, high peifoimance SSCs aie achieving this by leveiaging
technology in a big way. uiven that many of these SSC's aie opeiating baseu on a
hub anu spoke mouel, they leveiage technology to ensuie bettei auheience to
piocess stanuaiuization with automateu checks anu valiuations, woikflows anu
appiovals leauing to postings.


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Theie is a common pattein in the way high peifoimance shaieu seivices uelivei
iesults foi key business piocesses:

,1231 45 )678: With a stiong focus on ieuucing BS0's, the SSC typically ensuies
that not only cieuit limits aie cleaily set anu communicateu to customeis fiom
time to time, but also ensuies that theie aie minimal outstanuings fiom
customeis. 0ne of the key pain aieas that they've auuiesseu ieally well is to
ensuie immeuiate visibility to the payments that customeis make anu applying
such ieceipts to open invoices coiiectly. While this is seemingly logical, it is often
uiscounteu anu not followeu thiough with iigoi, being a laigely manual piocess.

Bigh peifoimance SSC's ensuie that :
- They'ie able to captuie infoimation fiom cheque bank iemittance
auvice, valiuate anu match to open invoices
- Iuentify any exceptions anu automate woikflows appiovals
- Naintain complete auuit tiail of entiie piocess
- Continuous online visibility
- Repoiting baseu on SLA's

,1231 &159377:;<: Bigh peifoimance SSC's follow best piactices of ensuiing
that they senu oiuei acknowleugement to enu customeis captuiing key inputs
fiom the oiuei anu fuithei communicate the expecteu timeline to ueliveiy, cieuit
peiiou etc. In case of any uelay, they ensuie that the customei is automatically
intimateu anu any iesulting escalations exceptions is hanuleu appiopiiately.
Bocuments ielating to the oiuei execution incluuing enu customei P0 aie always
aichiveu anu linkeu to the ERP tiansaction foi futuie iefeience.

&159=13 45 &6>? Bigh peifoimance SSC's have completely automateu the P2P
piocess. Puichase iequisitions fiom vaiious paits of the oiganization aie
piocesseu centially anu iouteu to ielevant stakeholueis foi appiovals, followeu
by automatic P0 cieation in the ERP system.

Papei invoices aie scanneu anu subjecteu to 0CR. They have applications to
automate matching of infoimation in the invoice to the puichase oiuei anu
goous ieceipt note anu iuentify any exceptions. Notifications anu aleits aie sent
to the ielevant stakeholuei anu any appiovals aie automatically hanuleu. All
uocuments in this piocess aie aichiveu anu linkeu to ERP foi auuit anu easy
iefeience.

As a iesult of bettei visibility into the payment cycle pei venuoi, high
peifoimance SSC's uelivei iesults via bettei uiscounts with theii venuois. The
entiie piocess is automateu leaving no ioom foi eiiois. Regulai uashboaius aie
sent to the leaueiship team uetailing outstanuing liabilities, payment cycle time,
uiscounts ieceiveu etc.

@6;6<:;< 9=745A31 13B=3747 C51 D574:;<: Bigh peifoimance SSC's automate
such piocesses via foims that allow captuiing of key infoimation fiom customeis

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foi them to post to theii NBN FI ielateu tiansactions. This ensuies that auuit
tiails aie appiopiiately maintaineu anu SLA's foi such postings aie tiackeu anu
iepoiteu. All woikflows ielating to such postings aie also fully automateu.

-' 6;2 13E6432 D15937737: Bigh peifoimance SSC's uigitize all papei baseu
uocuments foi BR, Tiavel ieceipts etc. anu integiate uocuments into theii ERP
tiansactions foi ieauy visibility. Impoitant uocumentation is aichiveu anu kept
foi futuie iefeience. All exceptions anu woikflow appiovals aie automatically
uiiven.

Bigh peifoimance shaieu seivices iun like a sepaiate business with stiong
leaueiship who is able to initiate, manage change well anu set the expectations
with the leaueiship anu key stakeholueis. They exeicise tight contiol on costs,
goveinance anu compliance anu piocess stanuaiuization. They ensuie that they
manage incieasing customei uemanus by cieating a scalable, agile anu
iesponsive piocess wheieby all ieuunuancies aie eliminateu.

Avaali Solutions enables SSC's uelivei high peifoimance. We help SSC's cieate
anu execute theii stiategy acioss key business piocesses with iigoi. To know
moie about oui offeiings foi SSC's please visit www.avaali.com