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Bill Gosling Outsourcing is a multinational service provider of contact center solutions with operations in Canada, Costa Rica, the Philippines, the UK, and the U.S. Originally, the company was looking for an HR system that could also help transform finance management, which was overly focused on administrative tasks. Finance team members felt they could bring more value to the business by providing insight to enable executives and managers to make decisions. They hoped to make finance processes more productive through automation and help the business respond faster to changing client requests.

Reinventing finance and HR.

Bill Gosling Outsourcing decided to move forward with ²ÝÝ®ÊÓƵ Financial Management and ²ÝÝ®ÊÓƵ Human Capital Management. CFO Joe Fanutti says, ¡°I saw that ²ÝÝ®ÊÓƵ could be an analytics system that allowed me to deliver people-related and financial insight to decision-makers.¡± The company decided to rethink its approach to how a finance system should function and explore how finance could use ²ÝÝ®ÊÓƵ to enable decision making and bring agility to the business.

Analytics to power the business.

After adopting ²ÝÝ®ÊÓƵ, Bill Gosling Outsourcing automated many routine processes, reduced turnover, and improved its reporting. Finance and HR managers soon expanded on the initial use cases for the system. They began using ²ÝÝ®ÊÓƵ to perform predictive analytics and meet clients¡¯ needs proactively. In a next step, the company improved labor cost forecasting and management and realized complete transaction processing automation. ¡°After we automated transactions in ²ÝÝ®ÊÓƵ, finance managers gained time for analyzing data and can offer guidance to the business,¡± Fanutti says. ¡°²ÝÝ®ÊÓƵ analytics let us look at data in a multidimensional format, not just in a linear manner like in traditional ERP systems.¡±

• Automate transactional and routine processes

• Perform predictive analytics to provide decision guidance

• Connect finance and HR systems, data flows and insights

Bill Gosling Outsourcing uses ²ÝÝ®ÊÓƵ Prism Analytics to assess finance, people, operational, and other data in client scorecards and determine the business value and profitability of each account. HR and finance continue to refine predictive analytics and planning aiming for a level of insight and automation that enables more innovation while eliminating remaining manual routine actions. David Rae, chief executive officer at Bill Gosling Outsourcing, says, ¡°²ÝÝ®ÊÓƵ always delivers continuous innovation with new functionality, which in turn enables us to keep innovating our business.¡±

Continuing transformations.

Bill Gosling Outsourcing uses ²ÝÝ®ÊÓƵ at a strategic level, but still relies on it to make business activities faster and more efficient. Most recently, the company has increased its agility by advancing remote workforce management, including recruitment, onboarding, and training people entirely remotely. ²ÝÝ®ÊÓƵ enables Bill Gosling Outsourcing to continue its business transformation with the ability to adapt quickly and provide efficient solutions for clients worldwide.?

Connecting HR and finance systems and augmenting the skills of HR and finance managers are critical for the company in continuing to transform the business. Fanutti recommends, ¡°You need to link HR and finance processes to make them more holistic and intelligent, like we did in ²ÝÝ®ÊÓƵ. Then you can allow managers to contribute as business analysts, translating data into business insight.¡±

Improving forecasting and margins.

Bill Gosling Outsourcing found that ²ÝÝ®ÊÓƵ¡¯s analytical tools, together with finance and HR capabilities, offered many opportunities for business insight and process improvements. Managers use ²ÝÝ®ÊÓƵ to improve labor cost forecasting and management. The finance team can see and control margins anytime; not just following month-end closes. Kenny Johnston, president of Bill Gosling Outsourcing, says, ¡°One of the most important results we achieved with ²ÝÝ®ÊÓƵ was reducing the volatility of margins.¡±

Insight to power the future.

Deploying ²ÝÝ®ÊÓƵ helped the company automate and accelerate many routine processes. ¡°Instead of using 80 percent of finance time for transaction processing and 20 percent for analysis, we flipped this around,¡± says Fanutti. ¡°That gives us a much healthier balance to take the business forward.¡±?

With administrative burdens largely removed, finance and HR teams can take a greater role in ensuring the continued viability of Bill Gosling Outsourcing. Rae says, ¡°By performing predictive analytics in ²ÝÝ®ÊÓƵ to run financial and human capital planning based on key business drivers, we can ensure a great future for the company.¡±

Boosting the health of client accounts.

To understand current and historic data, Bill Gosling Outsourcing relies on ²ÝÝ®ÊÓƵ Prism Analytics and ²ÝÝ®ÊÓƵ Adaptive Planning. Measuring the true business value of accounts is an important use case for data-driven analysis. ¡°We rely on ²ÝÝ®ÊÓƵ to determine the health of our client accounts,¡± Fanutti says. ¡°In ²ÝÝ®ÊÓƵ Prism Analytics, we can combine financial, people, and operational metrics into a score card. We can review the data from various perspectives and improve account performance.¡±

Training to drive transformation.

With digital transformation speeding ahead, Bill Gosling Outsourcing decided to adjust its use of ²ÝÝ®ÊÓƵ Learning in employee training. Managers introduced automations to escalate compliance trainings and tighten timelines. These changes help team managers oversee employees¡¯ progress and keep them on track with required training.?

So far, of the 414 courses introduced in the last 12 months, average completion rates have gone from 21 days to 6.5 days. Currently, 99.99 percent of all required training is complete, with less than .01 percent being late. This includes compliance, client-specific, and company training.

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