Value-adding Business & Transformation Services

Taking Shared Services to the Next Level

Shared Services typically are already an important element in CxOs’ agendas, but today’s economic environment makes it crucial to prioritize it even higher. From Logistics, to Insurance, to Manufacturing and Retail: In all major industries increasing global competition – partially paired with regulation – puts companies under pressure. More than ever – businesses need to act and tackle the potentials of an efficient organization, streamlined processes and enhanced service delivery, leveraging the infinite but still growing number of digital solutions.

SSOs (Shared Service Organizations) are the key to realize those potentials for corporates across business units and regions. Observable trends in the Shared Services environment – such as SSO scope extension, standardized End-to-End processes or the intensified use of automation solutions – show that SSOs are moving ahead, revealing additional room for improvement (figure 1).

Fig. 1: Shared Service trends and Shared Service maturity levels

Capgemini Invent takes SSOs to the next maturity level positioning them as the company’s driver & enabler of continuous innovation & business transformation. We define the next level of SSOs as Value-adding Business & Transformation Services (VBTS). VBTS base their value-adding & transformation power on four major pillars: Global Sourcing Mix, End-to-End View, Digital Enablement and Autonomy (figure 2). These pillars enable VBTS to benefit from smart specialization, a growing integrated process ownership and platform based as well as digitized infrastructure. Serving as data hub between customers (internal or external), employees & suppliers and fostering insights-driven customer centricity & engagement, VBTS drives the evolution of the whole company, bringing it ahead of competition through value-adding & transformation services.
Depending on the SSO maturity level, this advanced service scope can range from Business Solution Services (e.g. marketing advisory, logistics quotation management) to Innovation Services (e.g. process optimization and automation services) until Next Generation Services (e.g. post-merger integration services).

Fig. 2: Main building blocks of VBTS

Besides driving value for the company, VBTS unveils tremendous efficiency potentials, while supporting core business’ sustainable success. Leveraging various Target Operating Model optimization drivers, VBTS enables companies to reduce run costs by up to 40%* (figure 3). Through profound automated & data-driven analysis such as process, organization, desktop or productivity analytics, combined with Intelligent Automation solutions, SSOs are able to sustainably unveil the existing efficiencies.

Fig. 3: Major VBTS efficiency levers

Our experience across all industries and company sizes reveals that there is always room for measurable improvements. The Capgemini Invent VBTS Transformation Approach differentiates itself through five main cornerstones (figure 4):

  1. Customization maximizes value:
    Considering VBTS as the highest possible SSO evolution level, we tailor our approach to your individual maturity level and desired target state. This allows us to define the right guidelines for your SSO transformation journey, to detail the right service scope for your SSO and to consistently plan concrete actions.
  2. Insights-Driven tools quantify potentials:
    We utilize diverse insights-driven and digital tools (such as Cost Discovery Scan or process mining) in order to rapidly create transparency on optimization potentials based on your specific data.
  3. Target Operating Model sets the stage:
    A target operating model is the central element & steering framework of any SSO. We apply proven and innovative tools & methods such as the Guide Deliver Receive methodology, to ensure implementing an efficient Target Operating Model according to the desired SSO key pillars (e.g. Global Sourcing, End-to-End-View, Digital Enablement, Autonomy, Value-adding & Transformation services).
  4. Automation@Scale optimizes efficiency:
    Digitalization plays a major role in today’s SSOs. We provide scalable automation solutions (e.g. leveraging RPA or Chat Bots) that perfectly meet your needs to ensure long-term success and efficiency.
  5. One-Stop-Shop allows an integrated journey:
    We accompany you throughout your SSO transformation journey – from strategy to design to implementation. Our Shared Service project track record in combination with the proven expertise from own SSOs as well as our BPO provider activities enables us to support you in the best way possible, executing transitions with our tollgate-based methodology.
Fig. 4: The Capgemini Invent VBTS Transformation Approach

* Based on Capgemini Invent VBTS project experience


Need for action

  • Shared Services are the key for companies in all industries to substantially increase efficiency in a challenging economic environment.

Next level SSOs

  • Various trends in the world of Shared Services, leveraging the potentials of digitalization, allow SSOs to mature. Value-adding Business & Transformation Services are the next SSO maturity level, enabling organizations to act and tackle the potentials of an efficient organization, streamlined processes and enhanced service delivery.

SSO Transformation Approach

  • Proven by our long and extensive track record with companies of all sizes across all industries, we successfully tailor our approach to your individual SSO maturity level. Applying a realistic approach, a pragmatic mindset and pure customer centricity, we sustainably create the highest value for your business.

Key Takeaways


key pillars enable VBTS to become innovation drivers & business enabler, bringing an organization ahead of competition through value-adding & transformation services: Global Sourcing Mix, End-to-End View, Digital Enablement and Autonomy


of run cost reduction can be unveiled through VBTS plus additional 3-5% savings p.a. through continuous improvement (based on Capgemini Invent VBTS project experience).


main cornerstones make the Capgemini VBTS Transformation Approach unique, taking your SSO to the next level: Tailored Target Setting, Insights-driven Analysis, TOM Excellence, Automation@Scale & One-Stop Shop.

Suggested Experts

Tobias Unger

Experte in AI, Cognitive Automation, RPA, Shared Services

Jannis Kachel

Expert in Digital transformation and innovation

Max Scheuermann

Expert in Digital transformation and innovation

Volker Darius

Experte in Robotics / AI und innovativer Organisationsaufstellung

Bastian Thöle

Experte in Digital Strategy