Genpact (NYSE: G) is a global professional services firm delivering the business outcomes that transform industries and shape the future. Fusing real-world expertise and collaborative innovation, we make businesses work better – breaking down boundaries, creating simplicity from complexity, and building ecosystems of impact. Guided by our experience reinventing and running thousands of processes for hundreds of companies, our Global Fortune 500 clients come to us for digital-led innovation and digitally enabled operations that dig deep into data to turn insight into action. And we do it all with purpose. From New York to New Delhi and more than 30 countries in between, our 100,000+ team is passionate about our relentless pursuit of a world that works better for people.

Genpact began in 1997 as a business unit within General Electric. Then, in January 2005, we became an independent company, bringing our process expertise and unique DNA in Lean management to more companies. We became a publicly traded company in 2007. Since December 31, 2005, we have expanded from 19,000+ employees and annual revenues of $491.90 million to 100,000+ employees and annual revenues of $4.0 billion as of December 31, 2021.

Businesses that can quickly turn insight into action are leading the way. We give companies the radical transparency they need to make data-led decisions and deliver business outcomes that shape the future.

We're transforming our clients

We help businesses realize meaningful change in their organizations and meaningful change in the world.

We partner for success

We build on the lessons learned by our people and our peers. Our partnerships with industry-leading businesses inspire our clients to innovate and automate, reimagine operations, and accelerate outcomes.

Transformation that goes beyond the bottom line

We're committed to helping our clients make the biggest possible impact on the world.

Our purpose guides us. It's our North Star. Our compass. Ensuring that we make an impact far bigger than just our bottom line.

We amplify the impact our clients make on the world while helping workers prosper, communities thrive, and industries run in harmony with the environment. It's our promise to harness the power of technology and humanity, to help you – the pioneers and visionaries – reimagine, reinvent, and create meaningful transformation that moves us forward. Explore the sustainability services we bring to companies like yours.

We're also committed to advancing our own environmental, social, and governance (ESG) goals, contributing toward a sustainable and more equitable world. Learn about our programs in our latest sustainability report.

This is our passion. Our purpose.

We're working to create a better world for people, businesses, communities, and the environment. This is how...

Better business

From getting protective equipment to frontline workers to keeping supply chains flowing during a crisis, we partner with clients to make a meaningful difference to their businesses, communities, and beyond.

Better together

We're creating a diverse, equitable, and inclusive world where everyone can celebrate their authentic selves. Because it's only by recognizing each other's uniqueness and diversity of opinion that we can innovate and make transformation real. Together, we are better.

Better communities

When we come together, moments become movements, effort becomes empowerment, and help becomes hope. Our corporate social responsibility encourages and empowers our people to create a huge impact through many small acts of compassion. We're designing a world that works better for all.

Better planet

We're passionate about creating a more sustainable, resilient world. Because when societies, economies, and the environment flourish, people thrive too. That's what guides our decision-making: a planet that works for us all.

When you work with the world's most innovative companies, you create transformation lessons for all businesses. Learn from our latest work.

The vision

Ciox Health wanted to realize its vision for digital transformation in healthcare by:

• Revolutionizing how it shares urgent medical information securely by building CioxHealthSource, its cloud-based data-management platform
• Driving operational excellence and centralization across multiple locations
• Streamlining data management to boost customer satisfaction
• Transforming from a services company into an information technology business

Developing a partnership

Ciox Health chose Genpact as its strategic partner to design, transform, and run CioxHealthSource, and source and deliver over half of the medical records exchanged in the US each year

Cora SeQuence, Genpact's suite of intelligent business process management technologies, is core to the platform

Realizing the benefits

With streamlined processes, HealthSource now delivers medical records faster, with greater accuracy and security

Ciox Health can now provide abstraction and other data and analytics services to life sciences clients

The challenge:

In the healthcare industry, information is power

For Ciox Health, every request for medical records represents a real person. And every data point informs the choices made by patients, providers, insurers, and life sciences companies. Each request is a vital step in a process that supports quality of life, treatment plans, and ­financial and legal decisions. Being able to access, review, and share accurate medical information at speed is essential.

From over 1,600 locations across the US, the company helps clients manage, protect, and leverage health information. For decades, health information management relied on disparate systems, complex authorizations, and paper-based records. It also required manual processes for tracking, pricing, and delivering medical records across a vast geographical footprint.

As a forward-thinking company, Ciox Health recognized the need for digital transformation in health care and that health information needed to be digital information. “We needed to connect and streamline data management," says Pete McCabe, chief executive officer at Ciox Health. “But that is no easy task when you're dealing with incredibly sensitive medical information. Of course, protecting the privacy of patients is always our number-one priority."

To comply with regulations, Ciox Health must use secure methods to share medical information with an authorized requester in a timely manner. Medicare, a US federal health insurance program, can even penalize medical information providers for failing to meet ­ling deadlines. Addressing this requirement can be incredibly complex when "timely" is defined by national, state-level, and even contract-specific rules.

Ciox Health – formed in 2016 by unifying six regional companies – needed to adopt digital transformation in healthcare to transform how it delivered information to clients more quickly. It sought to increase productivity and efficiency by reimagining its processes and deploying a centralized solution across multiple locations.

The solution

A revolutionary medical information management system

In 2016, each unit inside Ciox Health relied on different processes and systems of record – a legacy from when it operated as various unique entities before consolidation. As a result, data-collection methods differed drastically across locations. It was also challenging to aggregate data and orchestrate reports for an accurate picture of performance.

Ciox Health turned to Genpact for support. A team of process consultants, technology architects, and Six Sigma experts visited multiple locations to understand the scope of the company's operations and make recommendations. To realize Ciox Health's vision, of a revolutionary medical information management system, we standardized and centralized data and processes. Plus, we embedded robotic process automation in certain tasks. These bots were built on Amazon Web Services – using solutions such as Amazon EC2, Amazon RDS, and Amazon Elasticsearch – so employees could refocus on higher-value work. After a successful pilot, this digitally enabled way of working was rolled out companywide.

The impact

Agile, digital solutions for healthcare across multiple locations

After thorough planning, Ciox Health employees quickly adopted the solution. In the 12 months since implementation across the US, the platform now has over 7,000 active users (with a goal to reach 10,000) and processes 40 million information requests each year. This boosts customer satisfaction by making sure that authorized requesters receive their information faster and with greater accuracy.

With more parts of its business and operations managed through the HealthSource platform. Ciox Health can now redistribute its workforce across higher-value projects and services.

This is just the start of company's journey with a digital-­first operating model.

“HealthSource is an essential part of our business strategy," says McCabe. “Having a fully scalable clinical data platform is key to improving information management for the US healthcare market and every patient that it serves. Working with Genpact helped us to create the foundation for the future."

The stakes for the future of digital healthcare are high. Three out of ­five hospitals and more than 16,000 physician practices in the US rely on the company – as do countless health insurance plans, law firms and, most importantly, the millions of patients those stakeholders serve. As Ciox Health enters the faster digital healthcare future, HealthSource will get the right data to the right people at the right time so every patient receives the care they need, exactly when they need it.

Who we worked with

Liberty Mutual, a Fortune 100 global insurer with 45,000 employees and 900 offices in 29 countries.

How we helped

• Built a team of cloud migration experts, ready to roll in one week
• Rapid migration of 31 applications
• Trained and certified 20 client resources in Amazon Web Services (AWS) to meet migration timelines

What the company needed

• To increase the efficiency of its policy and claims technology following a merger
• To modernize its technology by moving from on-prem to the cloud and adding cloud-native tools
• To reduce its operational costs

What the company got

• All 31 applications successfully migrated, several ahead of schedule
• Simplified IT architecture with a better user experience and increased application availability and performance
• Cost savings of $7 million per year
• Greater internal cloud capabilities and confidence during the migration and beyond
• An agile DevOps operational model post-migration

Challenge

A complex migration – in only eight months

A recent large acquisition had left Liberty Mutual with a problem – dated technology and a lot of data that needed integrating into its business in order for processes to run smoothly and deliver value to customers. It had approached a vendor to help migrate the acquisition's 31 applications to AWS as part of its wider digital-first approach to improve IT delivery and lower costs. Working together with the vendor, the client had hoped to manage the transfer quickly, but after eight months, only one application had moved. So Liberty turned to Genpact for help. Our work with the carrier on other projects had proved our digital credentials, plus we had worked with the acquired company in the past and knew its systems. But this new engagement was a real challenge now that valuable time had already elapsed. We had eight months to transfer the remaining applications and decommission the old data center – or miss a deadline that would cost the client millions.

Solution

Cloud experts and a sprint effort to take it over the finish line

We hit the ground running. Within a week we had built a team of internal cloud experts to accelerate the application transfer, augmented with external experts for the sprint effort. The solution was built using DevOps practices that accelerated the development and provided continuous delivery with high software quality. As a result, in just over a month we had migrated two applications three weeks ahead of schedule. The early win increased client confidence, so we boosted this with AWS training for Liberty employees so it could accelerate the transfer of applications in parallel with our work.

Using our technical and functional knowledge of the acquisition's systems, our DevOps practice, and a technology stack including CloudForge, Bitbucket, and Cloud Foundry, we completed the transfers with a month to spare, and have since shut down the legacy data center. We hit our target – much faster than the previous vendor could.

Impact

Future-fit IT architecture and reduced operating costs

We accomplished Liberty's lead goal of migrating all 31 applications onto AWS ahead of schedule. And because we helped train its staff to become AWS experts too, app migration accelerated.

Full retirement of the data center plus license costs savings will save Liberty $7 million each year, with more in the pipeline. And because we delivered new in-house experts for free, we've saved the client an expensive hiring process and increased team morale.

In addition, the new digital-first system with its simplified IT architecture has improved performance, availability, and significantly enhanced user experience.

The big picture is also positive. Our setup and staff training means the client has greater flexibility to modernize and optimize applications. And now that Liberty has seen we can quickly deliver cloud projects within budget, it has asked us to do that job too.

Who we worked with

Garden of Life, a family wellness brand offering nutrition and supplements

How we helped

We worked across Garden of Life's customer experience (CX), product, and marketing teams to gain a deep understanding of its customer needs, to reimagine the customer journey online, and refresh the brand's digital experience

What the company needed

A direct-to-consumer (DTC) digital commerce strategy to immerse customers in relevant online content and resources and to build their product knowledge

What the company got

The new DTC digital experience delivered tenfold the number of consumer sessions and three times the conversions on its platform. Customers trusted the brand and content, driving up engagement, spend, and revenue

Challenge

For more than 20 years, Garden of Life, a subsidiary of Nestle Health Science, has been a trusted brand for full-family wellness. Garden of Life creates a wide range of supplements, probiotics, and sports nutrition products for all ages and all stages of life.

Though distribution channels have traditionally been centered on specialty stores and grocery, Garden of Life lacked a DTC digital commerce strategy. But it had an opportunity to modernize its existing digital commerce investment, create a stronger first-party relationship with the customer, and provide greater product knowledge and resources to its existing customer base.

Garden of Life's new digital investment needed to do much more than provide a sales portal for customers, so both content and commerce are at the center of the new solution. Rightpoint, a leading digital consultancy and Genpact company, led a multi-team strategic commerce implementation to implement a DTC brand refresh on Magento. A six-month-long discovery and customer journey mapping exercise took surveys of the modern cloud-capable commerce offerings and determined that Magento Commerce Cloud provided the quickest time to value and the greatest flexibility and met stringent IT security requirements.

Solution

The new DTC consumer launch of GardenOfLife.com was a multiphase project in collaboration with CX, product, digital marketing, brand marketing, and legal teams at Garden of Life, taking place over the course of a year. Rightpoint began by understanding customer needs and existing journeys and discussed challenges with the CX and support teams. Brand marketing, in collaboration with Carmichael Lynch, provided the roadmap for a brand refresh for the new digital experience.

The first of three phases focused on improving the site conversion rate and time on site and decreasing bounce rate. It also focused on meeting the expectations of current customers who rely on the content and nutritional information found in the legacy eCommerce site. Future phases will see increased functionality and modes of purchase including subscriptions, personalization, customer segmentation, and greater investment in content.

Impact

Following the new DTC consumer launch of GardenOfLife.com, the brand is far healthier compared to last year with a:

• 317% increase in revenue
• 11% year-to-date increase in average order value
• 1,000% year-to date increase in sessions
• 316% year-over-year increase in conversions