Insights-Driven Business Services

Taking Shared Services to the Next Level

Imagine if Shared Service Organizations (SSOs) become innovation drivers & business enablers, supporting your business with best in class services and virtual workforce. We at Capgemini Invent take Shared Services to the next level through insights-driven analysis, innovative Target Operating Model expertise and scalable cutting-edge digital automation solutions – all based on broad and profound One-Stop-Shop Shared Service experience: from strategy to design to implementation. We make the SSO become the central transformation engine of the whole organization to take your company ahead of competition.

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 Insights-Driven Business Services (IBS). IBS base their innovation and efficiency power on four major pillars: Global Sourcing Mix, End-to-End View, Digital Enablement and Data Centricity (figure 2). Leveraging a growing integrated E2E process ownership as typical component of Integrated Business Services, IBS finetune the global SSO set-up, continuously enhance the digital capabilities as well as the utilized solutions and make data a central element of the service portfolio. Therefore, IBS move from labor- & capability-oriented services (pull) to proactively adding value, becoming a group-wide driver of continuous innovation and supporting the transformation of the group (push).

Depending on the SSO maturity level, this advanced service scope can range, beyond administrative back-office services, from industry-specific Operations Services (e.g. customs Center of Excellence, KPI and performance management) to Customer-facing Services (e.g. client contact center, sales analytics) until Transformation Services (e.g. ERP support, process automation as a service).

Fig. 2: Main building blocks of IBS

Besides driving value for the company, IBS unveils tremendous efficiency potentials, while supporting core business’ sustainable success. Leveraging various Target Operating Model optimization drivers, IBS 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 IBS efficiency levers
Fig. 3: Major IBS efficiency levers

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

  1. Customization maximizes value:
    Considering IBS 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 Mix, End-to-End-View, Digital Enablement, Data Centricity, Innovation & Efficiency Driver for Executives).
  4. Digitalization@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 IBS Transformation Approach
Fig. 4: The Capgemini Invent IBS Transformation Approach

* Based on Capgemini Invent IBS 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. Insights-Driven Business 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.

IBS 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 IBS to become innovation driver & business enabler, bringing an organization ahead of competition through innovation & efficiency power: Global Sourcing Mix, End-to-End View, Digital Enablement and Data Centricity.


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


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

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