Executive Perspectives: Digital Transformation Enhancing the Customer Experience

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Joe Genautis

Joe Genautis

Chief Information Officer

Joe is responsible for BGRS’s information technology functions, including strategic leadership of technology development and operations, infrastructure, compliance, and security. Joe’s professional experience includes 30 years of leadership roles driving the strategic direction of multinational organizations’ business platforms, technology architecture, security, and compliance. He leads all the digital transformation initiatives designed to enhance BGRS’s clients’ and their mobile employees’ experience.

Technological innovation has been one of the key drivers of significant organizational change in recent years. It certainly makes for an exciting time to be leading an information technology function in any industry. Many corporate clients we partner with recognize that the new ways of working represent technology innovation opportunities. They are assessing how to keep pace and deliver strong business results in a fast-changing environment. They are re-evaluating their talent mobility strategies, decisions around data management, and partnering with providers who can deliver an outstanding customer experience, underpinned by a robust technology architecture.

As a long-term service partner to some of the world’s largest organizations, and informed by our vision, by your side, looking ahead, BGRS is doing very much the same. We are leading the transformation with more data-driven, configurable digital tools that provide our customers more control and autonomy. BGRS’s multi-year technology strategy focuses on leveraging cloud technology, systems integration, intelligent automation, and a personalized data-driven customer experience.

BGRS’s multi-year technology strategy focuses on leveraging cloud technology, systems integration, intelligent automation, and a personalized data-driven customer experience.

One key area of investment focus in recent years was building resiliency within our entire global platform. Our systems are replicated across multiple data centers and a robust infrastructure to ensure seamless service delivery and business continuity under various scenarios. We were recently brought to successfully prove the platform’s resiliency to an unprecedented level when migrating our entire global workforce to remote working across 12 customer experience centers, in seven different jurisdictions in a matter of just under 2 weeks.

Another of BGRS’s key strengths from a technological perspective is operating from one single integrated platform. We follow a very agile approach to both technology development and implementation. Our operating platform was developed, and is constantly enhanced, in close partnership with our clients. Consolidated systems and the ability to pull reports from a global data warehouse, provide deep analytic capabilities to both our internal teams and to our clients. Furthermore, our ability to federate systems is a significant driver of the completeness of service delivery, data flows, and a seamless client and mobile employee experience.

Adopting an integration platform as a service model allows us to scale the number of connection points linking our suppliers’ platforms and clients’ human resource information system (HRIS) into BGRS’s technology ecosystem. For example, we’re actively partnering with our clients and the leading HRIS providers to leverage robust connectors enhancing data security, accuracy, and process efficiency.

We offer preference-driven choice across multiple service touchpoints, from guided to self-serve mobility offering, underpinned by an omni-channel cloud-based support.

In the area of digital engagement, our focus is on creating a tailored customer experience. We are developing and deploying configurable solutions that optimize the mobility journey, often in partnership with leading external technology providers, such as Microsoft, Amazon Web Services, or ZenDesk. We offer preference-driven choice across multiple service touchpoints, from guided to self-serve mobility offering, underpinned by an omni-channel cloud-based support.

An excellent example of partnering with our clients was the deployment of a digital core/flex solution, automating the delivery of flexible policy benefits. This has had the dual benefit of providing flexibility for the business as well as transforming the customer experience for mobile employees.

One area critical to enabling BGRS to be more human by becoming more digital is intelligent automation. Deploying robotic process automation (RPA) in the areas such as expense processing and supplier invoicing, has reduced processing cycle times and improved accuracy, thus allowing our customer experience delivery teams to spend more time guiding mobile employees. BGRS’s Information Technology teams are working in close partnership with BGRS’s Process Optimization Center of Excellence to build more capacity through process optimization and deployment of artificial intelligence, machine learning, and RPA.

Across industries, organizations’ supply chain management functions are also accelerating their drive to digitize. With BGRS’s network of 1,900 service partners across 40 service categories in more than 140 countries, a robust, digitized supplier partner ecosystem is critical. We have deployed application program interfaces (APIs) in key areas of the mobility supply chain such as immigration, destination services, temporary living, household goods transportation, home sale title and equity, to name a just few. An integrated supplier ecosystem allows BGRS to drive improved responsiveness, greater choice and flexibility in service delivery, tightened compliance and contractual controls, while fostering a high-performance supplier culture.

BGRS’s financial stability, market leadership position, size, and a diverse portfolio of global clients directly supports the depth of our expertise in all functions, including Information Technology. Dedicated Client Success Teams are focused on technology innovation, adoption, and leading active consultation, joint product development, and proof-of-concept exercises in close partnership with our clients.

In summary, our focus is on continuously architecting a powerful, configurable, human-centered digital ecosystem, reflecting the needs of the diverse mobile employee populations in today’s workplace.

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