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Company: Accenture BPO Services of BC, Vancouver, BC
Company Description: Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year

Nomination Title: Accenture’s Back-Office Team (Revenue Cycle Operations)

    Tell the story about what this nominated team achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Accenture’s Back-Office Team (Revenue Cycle Operations (RCO)) is made up of
several groups of employees, including Billing, Credit & Collections,
Payments, Security and Support Services.

Within our Billing team, we have employees who have dedicated their entire
career to working in Billing; which for some spans over 30 years.  Their high
standards and attention to detail result in consistent accurate invoices
delivered in a timely manner.  The team is quick to respond to customer needs
regarding invoice policies, procedures, explanations and corrections.  We
garner a high client satisfaction while managing our client’s large industry
customers totaling 600 million dollars a year in revenue.

Our Credit & Collection team is responsible for collecting unpaid balances
from both open and closed accounts, liaising with collection agencies, and
dealing with our client’s Key Accounts and high risk accounts with sensitivity
(approvals for disconnections, and bad debt collecting).  With upwards of 1
million dollars in accounts to administer, it is a testament to the fine work
of the credit agents that our client maintains such a fine reputation.

Recently, our Payments team successfully implemented a financial system
replacement project upgrade and helped our client with learning the SAP
system.  On a regular basis, this team complete traces to locate customer’s
misapplied payments in a timely manner so as to not detriment their credit
status on their accounts.  They maintain a high accuracy and timeliness rate
in payment processing of both utility and non utility payments 

And finally, our Support Services team helps to support the entire Back-
office.  From filing and sorting to creating copy bills and maintaining time-
off spreadsheets, the Support Services Team is the backbone of the business. 
This team is always ready to lend a hand when projects pop up.  They ensure
that the administrative tasks are completed in an efficient and timely manner.

Revenue Cycle Operations consistently exceeded all 14 service levels on a
monthly basis for our client.

Office Support surveys client for each service offered and achieved a
satisfaction rating of 98% overall.

Revenue Cycle Operations has implemented a working committee made up of
employees. The purpose of the committee is to drive change in the workplaces
which involve both system improvements and process improvements. Such
improvements include

•     Eliminated customer overview screen  for the credit group,
improvements help access our customer information saving approx 15-20 sec per
review
•     Implemented Business Process Exceptions Management improvements
resulting in a reduction of 20,000 items from the transfer exception list
•     Implemented new reporting which will allow for better forecasting and
evaluating credit action effectiveness
•     Implemented Operation excellence to all of Revenue Cycle Operations
•     Started our  Grow BPO (Business Process Outsourcing) campaign- Grow
BPO is about having pride in our achievements, capabilities and experience,
passion for our business and our people and a shared vision for how we will
grow.

•     Implemented our new Financial replacement project for billing and
payments and credit
•     Implemented changes to our Quality Performance Management tool with
full employee input 

Corporate Citizenship is at the heart of everything we do in RCO.  Our Events
Committee is an employee driven committee, made up of employees from each area
of RCO and is supported by management.  It is through the generosity, passion
and commitment of this team along with our employees that we have been able to
contribute time, services and donations to various charities and foundations,
including:

•     Heart & Stroke Foundation of BC & Yukon
•     Ronald McDonald House of BC
•     Stride Avenue Community School
•     Canuck Place
•     Children’s Wish Foundation
•     Youth Directions
•     Surrey SPCA
•     Vancouver Food Bank
•     Union Gospel Mission
•     Terry Fox Foundation
•     Burnaby Christmas Bureau
•     CIBC Run for the Cure

To give an example of how we’ve demonstrated our commitment to the community,
in December 2010, we:
•     collected over $800 and donated over 10 boxes of food to the Food Bank
•     collected $850 for the Union Gospel Mission which will provide 261
Christmas meals to the homeless
•     donated several boxes of winter clothing for at-risk youth living on
the streets
•     donated over 85 toys to the Burnaby Christmas Bureau Angel Project

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

As the lead of Revenue Cycle Operations, Maureen Lachnit has dedicated over 30
years to her career at Accenture.  She started as an Application Clerk and
continued her journey through various departments.  Maureen strives to keep
her team focused on Accenture’s Core Values and fully supports initiatives
like our RCO Events Committee.  She is committed to helping engage our
employees and provide staff with opportunities for growth. Maureen first
priority is the employees. Maureen’s motto is “always do the right thing, if
you take care of your people, the business will succeed”. Her keen business
sense drives improvements and innovations and ensures we maintain and exceed
client expectations and satisfaction.  Maureen helps to make Accenture a great
place to work.