Canon: Offshore Managed Services

Converga helped Canon outsource 140 full time roles and showcase its ability to assist large scale businesses improve their efficiencies.

Canon: Offshore Managed Services



The Business

Canon is the world’s leading imaging organisation that actively inspires with imaginative ideas that enable people to connect, communicate and achieve more than they thought possible.

The Challenge

Canon Australia wanted to improve business efficiencies, lower their overall costs, and demonstrate their confidence in Converga’s Managed Service capabilities.

The Solution

Converga invited Canon to collaborate with us in updating their process documentation, recruiting and training the new Converga employees that would be working directly with Canon. With this strong transition framework in place, Converga could ensure the best possible outcomes for Canon.

Canon key business stakeholders travelled to Manila for an early engagement meeting with the Converga Philippines team, to better understand the business and its culture. “Engaging business owners from day one and giving them a first-hand look at the people and the operations was absolutely critical to the success of the transition,” says Converga Program Manager, Shane Clarke.

To ensure a smooth transition from their current external service provider, Canon maintained existing open lines of communication throughout every stage of the project, and every role was tested and signed off at each stage before going live. “I’m loving the focus and ownership our Converga teammates have taken – visible in the results across all of our teams. It makes me feel proud and augurs well for our future success. Keep it Up.” says Rebecca Ullman, General Manager of Service and Operations.

The Results

The ‘go-live’ day (mid December 2016) was a complete success; the first phase was delivered on-time and within budget, with 33 full time employees fully operational in Manila across a number of ‘order-to-cash’ order entry, collections and reconciliation processes.

All aspects of the project were reviewed beyond just the processes themselves. We sought feedback on training, setup and induction processes from the local recruitment team in Manila, our IT team and the new employees. This feedback helps us make improvements for Canon and future client businesses.

Following this, Canon have transitioned over 5 phases and have 140 roles managed by Converga in areas such as:

• Finance and Accounting
• Accounts Payable
• Commercial and Analytics
• Contracts Administration

Because the Canon project was an internal partnership, it has allowed Converga to build a library of resources to take to market, as well as many live examples of successful transitions. “Our ever-expanding resource library is full of really useful tools and templates to manage transitions – making it as easy as possible for any company considering doing the same,” says Shane Clarke. “I could not be happier with the approach the Converga team has taken, and all the signs are positive for further great outcomes.”

Quote:

“Everyone became strong advocates for the project. To get that business buy-in at such an early stage was fantastic.” Shane Clarke, Converga Program Manager

“This was a brilliantly organised process with every small detail thought through and every question answered. Thanks to all involved. I was proud to be a part of it.” Nadya Tilbrook, Contracts Manager

“Great effort by the Converga team in getting us the right candidates. It is paying dividends with the team able to learn quickly and undertake required tasks.” Ashish Singh, Commercial Manager

“I am so impressed with the Manila team’s initiative. Very early on they created a FAQ so that their learnings and knowledge base could be share with others.” Jellen Adan, Logistics Manager

  • Facts at a glance:
  • Canon’s key business stakeholders travelled to Manila for an early engagement meeting with the Converga Philippines team to better understand the business and its culture.
  • Canon transferred some of its business processes to Converga’s Philippines office.
  • 33 full time employees fully operational in Manila across a number of ‘order-to-cash’ processes in Phase 1.
  • Over 5 Phases, Converga now managed 140 full time employees on behalf of Canon
  • Converga has a library of resources and experience to help other customers transition to OMS and proven examples of successful transitions with and proven examples of successful transitions.
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