IP Communications

By Susan J. Campbell

TMCnet Contributing Editor

 

Genpact (News - Alert), a provider of globalization services and technology solutions, has announced a strategic partnership with Axeda, an on-demand remote service software company. This partnership was formed in an effort to address the remote service monitoring and management requirements of Genpact’s global clients.

 

The combined solution is expected to deliver end-to-end remote service management capabilities. As such, clients will be able to choose the Genpact Service Management Processes along with Axeda (News - Alert) ServiceLink remote management software. The resulting “Service On-Demand” Model will be capable of lowering current service management costs by as much as 30 percent.

“This partnership is an opportunity for us to reduce service costs and increase client satisfaction while growing our service revenue,” said Genpact’s Senior VP, Procurement & Supply Chain, Navanit Samaiyar, in a Thursday statement. “It brings forth the best of both companies — Axeda’s world-class on-demand remote service software and Genpact’s extensive experience in remote service process management.”

Genpact hopes that this partnership will enable the company to better serve its clients and speed the delivery of that service by reducing on-site service visits, lowering call volumes, increasing machine uptime and decreasing time necessary to complete deployment and issue resolution.
 

Clients should also be able to gain benefit from Genpact’s best-in-class services and global reach in extended aftermarket service offerings. These new offerings will include field engineer & parts dispatch, service billing & collections, managing key service metrics and analyzing the net promoter score of service operations.

Commenting on the partnership, Axeda President & CEO Dale Calder (News - Alert) said in the statement, “Genpact and Axeda have each led fundamental transformations in their own industries. With this partnership, Axeda will bring its proven remote service solution to Genpact’s expertise in remote process management. By combining our unique strengths, we will meet the demands of global clients.”

The two partnering companies have agreed to a joint go-to-market strategy which will provide a full range of service offerings to both companies’ clients. Teams from both Genpact and Axeda will be extensively trained in each other’s expertise in order to more effectively sell, implement and support the new Service On-Demand solution for existing and prospective clients.

In this day of slower economic times, companies must be able to deliver a better experience than the competition or easily lose a client when prices differ. By turning to an on-demand platform for remote service monitoring and management, Genpact can offer its clients the best of both worlds, while ensuring a better experience overall.