Crawford & Company, a global insurance provider, partnered with Akritiv to implement their end-to-end cloud-based accounts receivable (AR) and collections platform. Within the first year, Crawford saw over a 10% improvement in days sales outstanding across their U.S. operations. The Akritiv platform improved employee productivity, job satisfaction, and provided expanded reporting capabilities both internally and for clients.

1. PROCESS • ANALYTICS • TECHNOLOGY
Collaborative partnership with
major insurance institution results
in smart SaaS solution for AR and
collections and 10% improvement in
DSO within the first year
GENERATING INSURANCE IMPACT
Case Study
Client
Industry
Business need
Genpact solution
Crawford & Company
Insurance
Improve AR, DSO, collections, reporting,
and workflow
Business impact
• 14% decrease in DSO in test business
division within six months
• 10% overall reduction in DSO within one
year across the U.S. operation
• Significantly higher employee productivity
• Greater job satisfaction among the AR/
collections team members
• Expanded reporting: Internal and client
deliverables
Deployed Akritiv, an end-to-end
collaborative AR solution that provides
custom reporting capability, single-
source data, and enhanced visibility
into customer payment behavior for
more effective collections

2. Business challenge
This 70-year-old insurance company used
disparate systems and processes and a legacy
mainframe to conduct AR operations. With 50
collectors dispersed in multiple service center
locations throughout the U.S., Crawford &
Company required a solution that could help them
“touch” more invoices and accounts more often,
and that focused specifically on AR and collections
to improve productivity, reporting, cash flow, and
DSO results.
GENPACT | Case Study
Crawford & Company, a global provider of claims management solutions, was
exploring ways to improve its manual and disparate accounts receivable (AR)
and collections processes. At the same time, Akritiv, a Genpact company and
a leading Finance & Accounting solutions provider for companies that seek
to unlock working capital, boost productivity, and ensure compliance, was
ready to deploy an end-to-end, cloud-based Software as a Service (SaaS) AR
and collection platform and needed a large-scale test. Crawford & Company’s
Bruce Rosenblum, U.S. Credit and Collection Manager, aligned a win-win
opportunity with Akritiv through the power of networking and an active search
for ways to make his team more effective. This large global company and
this cutting-edge provider collaborated on AR and collection best practices,
then evaluated and tested Akritiv’s solution. In the first year of full utilization,
the Akritiv platform helped deliver more than 10% improvement in Days
Sales Outstanding (DSO), positive collections, and more engaged collection
employees.
Genpact solution
Akritiv is a cloud-based SaaS solution suite
of financial and accounting applications that
enable management of the full order to report
cycle. Hosted on SalesForce.com, which serves
more than 1.5 million users per day, Akritiv
automates data gathering and reporting and
provides enhanced workflow through a single,
user-configurable interface. Its dashboards gave
Crawford & Company visibility into end-to-end
AR and collection productivity throughout the
company’s U.S. operations.
• Test phase
Genpact approach
Crawford & Company was initially cautious
about embracing a new solution to improve AR,
collections, and employee results. After comparing
several software solutions, the company chose to
partner with Akritiv because of their innovative
approach to delivering an end-to-end Order to
Cash (OTC) platform. A demonstration of Akritiv’s
platform revealed an intuitive interface that
provided transparency into disputes, transactions,
and collector activities.
Crawford & Company took a two-phase approach
to deployment:
The company collaborated with Akritiv to
leverage Crawford & Company’s institutional
knowledge of AR through a “champion” they
had hired specifically to move the AR operation
forward. Akritiv was initially deployed in a single
business unit, which was self-contained enough
in its operations for an easily controlled test.
Within seven months, the system had produced
an AR and DSO improvement so significant that
the company decided to move up the scheduled
rollout of Akritiv to the rest of the U.S. operation
by six months.

3. Akritiv was then implemented across all U.S.
service centers, providing a standardized
workflow and single-source data to the
entire AR team. Within four months, Akritiv
was fully deployed, initiating further DSO
reduction across U.S. operations.
Akritiv’s reporting capabilities, which
provide user-configurable reports that can
be easily customized to accommodate their
own clients’ formatting and information
requirements, are especially useful. Crawford
& Company can now track the status of all AR
activities and user efforts, view unbilled AR,
and resolve disputes much faster. Akritiv’s
daily task lists help to focus collection efforts.
Managers can see exactly what each team
member is doing and which accounts need
attention. Using Akritiv, Crawford & Company
shifted from a strategy of collections
measured by the past-due dollar amount
to measuring by DSO and determining root
causes for payment delays.
Akritiv’s ability to seamlessly integrate with
Crawford & Company’s legacy systems and
automatically pull data into a single, global
information source accelerated reporting
to the point that the Credit and Collections
department is now a “go to” source of fast
information for other business divisions. The
best practices developed by users of Akritiv
for AR and collections in the U.S. are now
being shared across the global enterprise.
“Before, my collectors felt like they
were working on separate islands,” says
Rosenblum. “Now they feel like they’re part
of a village. We are very pleased with how
Akritiv has driven both productivity and
revenue while giving our people a tool they
really like to use.”
GENPACT | Case Study
• U.S. deployment
An intelligent enterprise actively seeks innovative
ways to get ahead—and stay ahead—of the
competition. Crawford & Company took a bold
step in pursuit of greater AR effectiveness that is
paying dividends across the entire U.S. enterprise.
• 14% reduction in DSO in the test business
division within six months
• 10% overall reduction in DSO within one year
across the U.S. operation
• Significantly higher employee productivity
• Greater job satisfaction among the AR/
collections team members
• Expanded reporting for both internal and client
deliverables
This collaborative project allowed Akritiv to “real-
world” test its software, which passed with flying
colors. In the years since Crawford & Company’s
successful implementation, Akritiv has helped
scores of businesses across the globe and in many
diverse industries achieve similar success in their
F&A operations.
Business impact
The engagement met the goals of two forward-
looking enterprises. Crawford & Company
recognized its AR deficiencies and was willing
to take a chance in order to retain competitive
advantage. Akritiv had a viable product that
needed a large-scale test. By partnering to
test the system’s abilities in a high-volume
business line, Akritiv proved its solution could
drive better cycle times and cash flow. In return,
Akritiv’s automated workflow, tighter controls,
and analytic capabilities delivered significant
business impact to Crawford & Company:

4. Genpact Limited (NYSE: G) is a global leader in transforming and running business
processes and operations. We help clients become more competitive by making
their enterprises more intelligent: more adaptive, innovative, globally effective and
connected. Genpact stands for Generating Impact for hundreds of clients including
over 100 of the Fortune Global 500. We offer an unbiased combination of smarter
processes, analytics and technology through our 62,000+ employees in 24 countries,
with key management based in New York City. Behind Genpact’s passion for process
and operational excellence is the Lean and Six Sigma heritage of a former General
Electric division that has served GE businesses for 15+ years. For more information,
visit www.genpact.com. Follow Genpact on Twitter, Facebook and LinkedIn.
© 2014 Copyright Genpact. All Rights Reserved.
About Genpact For more information, contact:
insurance.solutions@genpact.com
Akritiv, a Genpact (NYSE: G) company, is a leading Finance & Accounting solutions
provider for companies that seek to unlock working capital, boost productivity, and
ensure compliance. Akritiv Software as a Service (SaaS) modules include Order to
Cash (OTC), Procure to Pay (P2P) and Record to Report (R2R), which enable end-to-
end automation for key F&A activities including credit, invoicing, collections, cash,
payables, and financial close processes. Our solutions run on the largest, most secure,
cloud computing platform in the world, allowing for global collaboration by integrating
with existing ERP systems to provide real time visibility and improved control. As a
result, Akritiv clients have increased working capital 20%, shortened cycle times up to
50%, and reduced operating costs up to 45%.
Learn more at www.genpact.com/akritiv
About Akritiv
http://www.genpact.com/home/
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order-to-cash
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industries/insurance