State of the Global Finance and Accounting Outsourcing Industry 2010

Introduction

The global outsourced finance and accounting (F&A) market was valued at $21.6bn in 2009. This report combines primary research on customer satisfaction with assessments of market activity to present a multidimensional view of the global outsourced F&A business process outsourcing market.

Features and benefits

• Results of the world's largest primary research project on customer satisfaction with outsourced F&A service provision. Complemented by analysis of ma

Highlights

This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors. The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tended to be the larger global outsourcing firms.The manufacturing sector has long dominated the F&A BPO (FAO) industry. However, the public sector and energy and utilities sector are expected to show an increase in F&A activity during 2010 and 2011.

Your key questions answered

• Which outsourced F&A service providers provide the highest levels of customer satisfaction?
• Which factors do clients consider most important when assessing satisfaction with outsourced F&A service delivery?

Table Of Contents

Executive Summary
F&A-focused service providers topped the 2010 customer satisfaction list
FAO is expected to pick up by the end of 2010
Suppliers are now outsourcing more complex F&A functions
European mid-market companies are expected to increase FAO
FAO maturity levels vary across industries
Players with better scale and scope of service dominate the global FAO market
Vendors are focusing on building technology capabilities to match the rising client expectations
Vendors are bundling FAO services to improve cross and upselling
The global FAO market is expected to reach $29bn by 2013

OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design

SURVEY FINDINGS 2010: OVERALL SATISFACTION
Overall satisfaction ranking
Large enterprise FAO
Accounts payable
Accounts receivable

SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Overview
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation

GLOBAL FINANCE AND ACCOUNTING OUTSOURCING CONTRACT ACTIVITY
Introduction
FAO has moved up the value chain
Labor arbitrage and new government regulations have driven demand for FAO
FAO is expected to pick up in the near future
FAO activity drops sharply in North America
Fall in contract signing activity during 2009
Limited number of megadeals
Manufacturing sector dominated FAO contract signing during 2009
Energy and utilities sees increased activity in 2010
The public sector has also seen increased FAO
The manufacturing industry's share of TCV has shrunk to 4% in 2010 from 61% in 2009
Top five players account for half of aggregate TCV during 2009
Increasing importance of technology-based process improvements
Offshore outsourcing services providers doing well
The manufacturing sector prefers offshore outsourcing
Broad scope service providers dominate FAO TCV
Vendors bundling F&A services with relatively mature services

GLOBAL FINANCE AND ACCOUNTING OUTSOURCING MARKET SIZE AND GROWTH
Overview
Global FAO market will exceed $29bn by 2013
Increasing occurrence of onshore/nearshore outsourcing to continental Europe
FAO deals are moving up the complexity scale
The US and UK expected to grow slower than other emerging markets
Growth opportunities exist in the financial services and the public sector
Manufacturing will continue to be a primary market

VENDOR PROFILES

Introduction

ACCENTURE
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

ADP
Business description
Revenue analysis
Clients
Major solutions and services
Key facts
Recent developments

API
Business description
Clients
Major services and solutions
Key facts
Recent developmentsIn August 2010, API entered into a strategic partnership with Avendra, which is a US-based provider of supply chain and procurement services. As per the partnership, API will provide automated accounts payable outsourcing services to Avendra's clients. The partnership has allowed Avendra to extend its current offerings and provide a comprehensive procure-to-pay process to its customers. Meanwhile, it has helped API expand its client base by leveraging Avendra's strong presence in the North American hospitality segment.

BNY MELLON
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

CAPGEMINI
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

DELL
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

GENPACT
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

HP
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

IBM
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

INFOSYS
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

ROSE FINANCIAL SERVICES
Business description
Clients
Major services and solutions
Key facts
Recent developments

T-SYSTEMS
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

TCS
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

XCHANGING
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

XEROX
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments

APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer