CUSTOMER STORY

How Genpact transformed proposal quality with an access-anywhere knowledge base

Key results

30%
Increase in efficiency
90%
Content usage

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. The company drives digital-led innovation and digitally-enabled intelligent operations for its clients, guided by its experience of running thousands of processes primarily for Global Fortune 500 companies across more than 30 countries.

One of the recent examples is the transformation of the BidPro (the bid and proposal team) team. The team was spending 80% of time on deals that represented just 20% of revenue. As is common across the industry, bids turned into fire drills and deal managers provided stock-standard responses rather than focusing on winning messaging.

The result? Poorly articulated value propositions. Inconsistent messaging. Low team morale. And disappointing conversion rates on deals they knew they should be winning.

There was no doubt that the bid-pro team was ready for a transformation. And one of the key catalysts of this transformation was content.

Here’s the story of how they did it.

Chapter 1: Building a strong content backbone

Content is at the heart of any strong proposal. While there were already different types of collateral available, proposal-specific content is a different ball game. It needs a differentiated approach. In addition to content “breadth and depth”, content also needs to be of the right quality.

By simultaneously broadening and deepening leadership-approved content, they were able to give bid managers the valuable content they needed to build out a standard proposal and could customize from there — improving the quality of the final submission, the way they always hoped to do.

The next big thing was ensuring content was available in multiple formats. 80% of their submissions were made in Microsoft PowerPoint, which meant the Responsive library needed to be compatible with PowerPoint.

The Genpact team partnered with the Responsive team to find a solution that could serve their unique needs. After multiple discussions and iterations, an optimum solution was agreed upon and the new capability was launched. With this, the proposal library became comprehensive, full of Q&A pairs, templates, boilerplates, infographics, and images.

Chapter 2: Making content easily accessible

Before Responsive, the Genpact team was managing content on a different cloud-based system. Since this content catered to different use cases, finding the right content was not easy. They kept hearing the same feedback over and over again — nobody could find relevant content, content was dated, and searching for content was a pain.

Responsive met their needs on both content management and search.

However, change is never easy. To simplify the process and provide a seamless user experience, the Genpact team implemented the Responsive LookUp subscription, giving the BidPro team direct access to the Responsive Content Library via Microsoft 365 programs like Word and PowerPoint.

In addition, people outside the BidPro team can download template slide decks directly from the library. Then, they can create the storyline using boilerplate content (also stored in the Content Library) and customize it to the client’s specific use case.

Using Responsive LookUp, the Genpact bid-pro team can now download template slide decks directly from the Content Library. Then, they can create the storyline using boilerplate content (also stored in the Content Library) and customize it to the client’s specific use case.

By strengthening content quality and creating easy access to the Content Library via Responsive LookUp, bid managers now have immediate access to pre-approved content they can easily add to their proposals. As a result, proposal quality has improved dramatically.

Chapter 3: Increasing efficiency by 30% by empowering a team of high-achievers

Before Responsive, the bid-pro team would repeatedly answer factual questions such as “What’s your address” and “What’s your D&B number”. As such, talented proposal professionals weren’t able to seize opportunities to advance their career.

“Since implementing Responsive, we’ve been able to do so much more with the same headcount. We’ve increased efficiency by at least 30-35%. We’ve diverted the effort and time to more value-added activities, creating a win-win both for the organization and the team members”.

-Shashi K, Assistant VP of Content at Genpact

Bid-pro team members are no longer grinding to complete repetitive tasks. Instead, they’ve been able to grow into content professionals who are experts in the subject areas they’ve helped build-out. “Not only are they creating real value for deal managers, but they’re developing important skills to advance their careers,” Shashi said.

Another key benefit of Responsive for a fast-paced organization such as Genpact is accelerating onboarding. With a rich repository of high-quality, pre-vetted content, new team members across the organization are able to create strong proposals without relying on their more-senior counterparts.

And like they say, the proof of the pudding lies in eating. The team is witnessing early success —over 90% of the content they’ve created is being used. Their content strategy is working. Going forward, they’re going to continue to use Responsive’s built-in analytics to track how their team is using Responsive LookUp for Microsoft Office to gain more insight into how their content is being leveraged.

Epilogue: And the journey of excellence continues

In addition to the outcomes envisaged, this transformation has also been recognized by the industry. In 2020, they were recognized by the Association for Proposal Management Professionals (APMP) as “Best Team of the Year.

And they’re not finished yet. As Sanjay Singh, Vice President, BidPro says, “And the journey has just about begun. The BidPro team is now planning to empower the entire sales team to create proactive proposals using standard content from the Responsive Content Library. A new phase begins.”

And they’re not alone. According to the 2021 Benchmark Report on Proposal Management, of organizations planning to respond to more RFPs in 2021, 82% will also complete more proactive proposals.

Powered with strong content and a drive to succeed, the Genpact BidPro team is perfectly poised for the next phase of its transformation. At Genpact, the future is bright.

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