Case Study: Global Food And Beverage Service Provider boosts efficiency with Genpact's digital workforce automation

A global food and beverage powerhouse creates a global digital workforce

Global Food And Beverage Service Provider, a global food and beverage powerhouse, wanted to transform manual, high-volume business processes that were error-prone and causing low first-pass yield, backlogs, unhappy customers, and compliance risk. The company also aimed to build digital global business services (GBS) and needed a partner with strong domain and technology skills, which led it to choose Genpact and its robotic process automation (RPA) capabilities.

Genpact implemented an intelligent automation program combining RPA and AI across procure-to-pay, order management, reporting, collections, cash application, and help desk operations, scaling from one process to 13 processes with 70 bots across 10 countries. The results included a 25%–40% reduction in cost per transaction, 35% fewer exception cases, 60% faster help desk response times, and 80% of invoices plus 65% of help desk queries processed by digital workers; in collections and cash application, 90% of transactions were processed with 99% accuracy.