Reducing costs for an energy company by streamlining documentation

Client Overview:

As North America’s leading supplier of fuel, lubricants, and chemicals to key industries, our client is at the forefront of the Energy, Marine, Mining, and Industrial sectors. 

Business Challenge: 

In pursuit of scaling and optimizing their finance and accounting processes, the company faced significant challenges. High turnover among costly resources and inefficient procedures were major obstacles in their path to growth. Over the past five years Personiv has been instrumental in helping them achieve their financial goals by consistently hitting key milestone and building a track record of success and trust, ensuring the operational excellence is in place to manage their high growth. 

Solution:

Create a highly-scalable finance shared services model that optimizes the delivery, timeliness and accuracy of financial reporting saving the organization time and precious resources.

 Key Milestones:

• Centralized all Billing and AR operations to Manila 
• Identified critical accounts for reconciliation. 
• Expanded AP services to include vendor master data. 
• Process Optimization — developed Subject Matter Experts within the team. Process champions were identified for each functional area: AR, AP, GL, Cash, and more. 

ISO standard for AI Management Systems

eClerx achieves ISO 42001:2023 Certification for Artificial Intelligence Management Systems (AIMS)

eClerx recognized for driving ethical leadership in AI capabilities through GenAI360 platform

NEW YORK // Feb 05, 2025 //  eClerx Services Ltd (ECLERX.NS), a leading productized services company, today announced that it has received the prestigious ISO 42001:2023 certification, the world’s first international standard for Artificial Intelligence Management Systems (AIMS). This certification, awarded by Intertek, a leading global certification body and Total Quality Assurance provider, recognizes eClerx for implementing a comprehensive AI management framework that aligns with responsible AI practices and adheres to global regulatory standards for enhanced accountability and operational excellence.

eClerx is one of the first five global companies to achieve this certification, highlighting its commitment to ethical and responsible AI deployment. The certification underscores the company’s dedication to embedding strong AI management practices across its diverse services, ensuring AI initiatives are aligned with best practices in fairness, transparency, accountability, and risk mitigation.

The achievement is a key milestone for eClerx, particularly as it continues to evolve its GenAI360 platform, which focuses on delivering innovative solutions across content management, digital CX, customer care, code automation, and actionable business insights. The platform integrates more than 20 foundation models and executes use cases across text, image, video and audio. The platform integrates with eClerx’s domain specific applications and provides clients with enhanced operational efficiency, creativity and scalability.

Sanjay Kukreja, Chief Technology Officer, eClerx, commented, “We are proud and excited to receive the ISO 42001:2023 certification for Artificial Intelligence Management Systems, which reflects our strong continued commitment to ethical AI management and responsible deployment. This certification further validates our innovative approach with GenAI360, where we continue to develop innovative AI-driven solutions that prioritize transparency, accountability, and long-term business value. At eClerx, we remain dedicated to advancing the capabilities of AI while ensuring it is applied responsibly to drive positive outcomes for our clients and society.”

The ISO 42001 standard provides a clear framework for establishing, implementing, maintaining, and continually improving AI management systems, offering a structured approach to mitigate risks and streamline processes in AI-driven projects. This certification further strengthens eClerx’s position as a leader in leveraging Artificial Intelligence responsibly within industries such as financial services, retail, manufacturing, technology, and more.

For more information around eClerx’s Gen AI capabilities, visit https://genai360.eclerx.com

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 18,200+ people across Australia, Canada, France, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, the UK, and the USA.

Media contact

Prathibha Das

Head-Brand & Corporate Marketing

Prathibha.das@eclerx.com

Leveraging data for successful virtual interactions with customers

Ranging from contact center interactions, demographic information, and sales metrics, CX leaders regularly harness their customer data to deliver personalized connections and drive their digital transformations. As today’s global landscape demands fast and decisive action, nearly half of organizations in 2024 have increased their digital analytics budgets to continue receiving benefits. ¹

However, simply having a wealth of customer feedback doesn’t guarantee success, as the abundance of information can make it more difficult to find the best insights.

From ensuring the right data is easily accessible to maximizing its use with technology, here are four steps CX teams should take to draw the full CX potential out of their organization’s data.

Define Your Goals & Objectives

Before CX teams can successfully analyze and employ any customer data to distill valuable insights, they must first clearly define what information they need and how they then want to use that information to make meaningful changes to their organization’s CX offerings. For example:

• Increasing personalization through identifying customer behavior patterns
• Optimizing operational efficiency by detecting potential bottlenecks in services
• Developing or modifying services based on customer demands and market trends

Having well-defined goals in advance not only provides needed direction for an in-house CX team or an external strategic partner but also means that they know the correct customer data to utilize within their models. Additionally, it helps ensure that any AI tools used in the analytical process are trained with relevant data, allowing them to give more accurate insights for current and future goals.

Ensure the Quality & Availability of Your Data

Once a target is set, the next challenge is ensuring your customer data is up to par. In 2023, 34% of CX leaders cited data issues as a top concern, often stemming from two main problems: data silos and poor data quality.

Usually occurring in back-office operations, data silos are the result of teams storing customer data in separate locations, preventing the entire organization from receiving a holistic view of their operations. These silos often lead to poor data quality, with duplicate or outdated entries skewing analytics.

Adopting an omnichannel approach will help centralize this information for employees, while also offering a more interconnected experience for customers. to centralize data and provide a seamless experience for customers and employees. Integrating automation solutions like Roboworx can further improve the accuracy and quality of data while also freeing up staff for higher-value tasks.

Utilize the Right Models & Tools

With the right customer data aligned to your goals, AI and machine learning (ML) tools can input this data into analytical models for actionable insights.

For example, if a CX team at a telecommunications company is tasked with investigating a surge in customer dissatisfaction, they can use a diagnostic model to find the root cause of this issue through past data. Then to predict any potential dips in approval in the coming months, they can rely on a predictive model that leverages current or real-time data.

AI and ML tools enhance efficiency by processing this data quickly, and generative AI is set to revolutionize this even further. Greatly improving the accessibility of data analytics, the self-learning nature of this technology provides CX teams with more relevant insights through auto generated summaries and visuals, as well as recommended next steps to take.

Turn Your Insights into Action

Once AI-powered models uncover insights, it is time to translate them into action. Additionally, tracking key performance indicators (KPIs) is essential for helping refine these data-driven campaigns. Passing along any insights and results to other departments is also important to ensure processes across the rest of the organization can see similar improvements.

For instance, eClerx helped one of the world’s leading banks solve an increase in customer churn. After utilizing AI-powered analytic models to understand why users stopped engaging on the client’s website, our Digital Marketing team devised several hyper-personalized campaigns. As the campaigns started, eClerx tracked the performance of each one, making changes when necessary to boost engagement. As a result of our team’s efforts to utilize their data, the client saw an increase of nearly $130 thousand in revenue over the first few months.

Build Your Customer Data Strategy With eClerx

Using customer data to plan out your company’s future is something many organizations are striving to accomplish, but it can be easier said than done.

Click below to get in touch with us and learn more about how eClerx’s Analytics teams and award-winning automation products can help you achieve your business goals.

References

1. Jacques, Pete, and David Truog. “Realign Your CX Budget For 2024 Change.” Forrester, 1 Aug. 2023.
2. CX Network. “How to Master Customer Data Analytics for 2024.” CX Network, AWS Marketplace, 20 Dec. 2023, www.cxnetwork.com/customer-insights/reports/how-to-master-customer-data-analytics-for-2024.

Maximizing growth and efficiency for a leading fuel supplier

A leading American energy supply company dealing in fuel management solutions, ranked among the Fortune 500, operates more than 1,700 gasoline stations and convenience stores across the Northeastern United States. With approximately $15.6 Bn in revenue, the company required a scalable operating model to improve energy supply chain analytics and fleet operations optimization, while maintaining efficiency across critical business functions.

As the sector continues to evolve, operational efficiency for fuel suppliers is becoming a high priority. Organizations are increasingly focused on strengthening supply chain visibility and leveraging data-driven insights to optimize business performance. For this leading fuel supplier, improving finance operations was a critical step toward building a more agile and resilient enterprise.

The challenge

The company faced significant challenges in retaining and recruiting skilled accounting professionals, resulting in high turnover, rising operational costs, and reduced productivity. Its accounting, accounts receivable (AR), accounts payable (AP), tax, and staff accountant teams were operating with limited capacity, creating inefficiencies across critical financial processes.

The organization needed a sustainable solution that could improve operational efficiency for fuel suppliers while creating a scalable support model. Standardizing processes, increasing operational visibility, and establishing a reliable talent model were essential to improving performance and supporting long-term growth.

Our strategy

The company partnered with eClerx to transform its accounting operations through a customized delivery model designed for scalability, process excellence, and improved efficiency.

eClerx established a dedicated team of accounting professionals in Manila with expertise in U.S. accounting standards, enabling a smooth transition of responsibilities and ensuring consistent service delivery. The engagement focused on streamlining workflows, improving process governance, and building a more resilient operating framework.

Key components of the strategy included:

• Process optimization: Redesigned and streamlined accounts payable and accounts receivable workflows to improve accuracy, reduce manual effort, and accelerate processing cycles.
• Technology enablement: Leveraged automation solutions and accounting platforms to enhance efficiency and improve operational visibility.
• Dedicated talent model: Built a 100% dedicated accounting team to provide specialized expertise while reducing dependency on a competitive local hiring market.
• Scalable operations: Created a flexible operating model capable of supporting increased transaction volumes while maintaining quality and consistency.

The results

Through this transformation, the fuel supplier improved the scalability and efficiency of its finance operations while reducing costs and strengthening operational resilience.

The engagement delivered measurable business outcomes, including:

• 60,000+ monthly transactions processed
• 32% reduction in invoice processing time
• Approximately 50% annual cost savings
• Improved operational scalability and process consistency
• Reduced impact of talent shortages and employee turnover

By creating a more efficient operating foundation, the organization was better positioned to support future growth and continue optimizing its broader energy operations.

Sustainability benefits

Improving operational efficiency can also support broader sustainability objectives. By streamlining processes, reducing manual intervention, and improving resource utilization, organizations can reduce unnecessary operational waste and strengthen ESG reporting capabilities.

For fuel suppliers and energy companies, efficient operations create a foundation for better decision-making across the business. When combined with initiatives such as fuel management solutions, energy supply chain analytics, and fleet operations optimization, organizations can identify opportunities to reduce fuel consumption, lower carbon emissions, and improve the utilization of fleet and operational resources.

eClerx launches DataEdge360, a competitive data insights platform

New York // Jul 8, 2024 // eClerx announces the launch of DataEdge360, a groundbreaking data insights platform designed to empower distributors and retailers with unparalleled access to competitive product data. With DataEdge360, users can access competitive data to conduct comprehensive analysis of competitors’ pricing strategies, product offerings, and market share, unlocking new growth opportunities.

Transform Data into Growth with DataEdge360

Saurabh Sharma, Global Product Lead for DataEdge360, stated:

“At eClerx, we understand the challenges that distributors and retailers face in today’s competitive landscape. DataEdge360 is the culmination of over 20 years of experience in the wholesale distribution, retail, and manufacturing space. Our platform provides access to data from over 850 websites, accurate price benchmarking, and comprehensive competitor catalogues. We are excited to offer this cutting-edge tool to help businesses make informed decisions and drive significant growth.”

Kuldeep Yadav, VP Customer Success – Manufacturing & Distribution Industry, added:

“DataEdge360 is a game-changer for industrial and electronic components distributors. By offering in-depth insights into competitors’ pricing, product placements, assortments, and content strategies, our platform equips pricing, product, finance, eCommerce, and procurement teams with the intelligence needed to stay ahead. We anticipate that our clients will see substantial improvements in market share, profitability, and customer satisfaction.”

Empowering Informed Decisions for Product Strategy

Key uses of DataEdge360 include:

• Price and Promotion Optimization: Gain a comprehensive view of the competitive landscape to inform pricing decisions.
• Product and Assortment Management: Optimize product assortment, introduce new offerings, and discontinue underperforming products based on competitor data.
• Product Content Optimization: Identify areas for improvement in your product content by benchmarking against competitors.
• Product Placement Strategy Enhancement: Analyze competitor placement strategies to optimize your own product placement and enhance the customer experience.

Unleash the Power of DataEdge360

DataEdge360 equips distributors and retailers with the power to outpace competitors to achieve significant growth in their business. Visit dataedge360.io to watch a video of the platform and start your journey with a free 14 day trial.

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 16,800+ people across Australia, Canada, France, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eClerx.com  

Press contact press@eclerx.com