This journey began in when KONE selected Appian as their business process management (BPM) platform. The KONE Process Manager connects business units and the company&#;s Shared Services Center. In , KONE moved its platform to the cloud and acquired innovative technologies, including artificial intelligence.
To optimize both customer-facing and internal workflows, KONE uses Appian low-code to bring people, processes, and data together in an app that acts as an orchestrator, automatically assigning tasks to the right people at the right time. The Appian Low-Code Automation Platform (which runs on Amazon Web Services) extracts data from KONE&#;s source systems, removing the burden of logging in and out of multiple systems to find the right data and offering real-time insights into each process.
Appian IPA capabilities combine the power of BPM, machine learning, and robotic process automation (RPA) with the speed of low-code development. By taking over repetitive, routine, and manual tasks, this combination of technologies allows KONE employees to focus on what matters most&#;their customers.
&#;We were missing the orchestrating layer between people and systems. Our KONE Process Manager, built on the Appian platform, brought clarity to operations, simplified daily work, and provided a platform for subsequent service-enhancing capabilities,&#; says Lulu Zhang, Head of Digital Enabling Technologies at KONE Enterprise IT.
With improved visibility and more connected employees, KONE has been able to respond more quickly to customer requests, free up capacity for other business activities, and differentiate itself through faster, more responsive service within internal teams and to customers.
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Since its implementation, the KONE Process Manager has connected 4,500 users in the processing of over one million service requests each year.
How Genpact helped KONE overhaul shared services to support new strategic goals
Who we worked with
KONE, a global leader in the elevator and escalator industry, whose mission is to improve the flow of urban life.
What the company needed
To better align finance and accounting (F&A) to KONE's business goals under a new and improved leadership team, the company needed to automate, harmonize, and standardize operations to:
How we helped
Genpact joined forces with KONE to:
What the company got
An award-winning, scalable business process platform &#; KONE business services (KBS) &#; that runs F&A operations through a collaborative hybrid operating model to:
Challenge
Reimagine shared services to conquer strategic goals and provide value-driven solutions
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KONE had already been on a long journey toward shared services transformation and was ready to transition to a global business services operating model. Under its new leadership, KONE renewed its strategic goals of driving superior experience for its employees and customers while thriving in today's volatile business environment. It was time to move away from focusing on transactional efficiency to allowing business needs and customer requirements to drive decisions. To fix the disconnection across end-to-end business processes, KONE worked with Genpact to help deliver this outcomes-focused F&A overhaul.
Our F&A experts and KONE worked together to identify what needed to change. A decentralized operating model, inconsistent scopes, different regional business requirements, a lack of visibility into processes, and unclear ownership of roles were undermining how well-shared services could support KONE's goals of ease, efficiency, and high-quality experiences.
The Solution
A one-stop F&A shop built on tighter collaboration and end-to-end process ownership
We knew we needed a new approach for shared services. After an initial consultation phase, we reorganized our delivery team to align with KONE's expectations and priorities. Working together, we brought in nearly 50 stakeholders to develop a clear vision for KBS. Armed with these insights, we designed a new operating model and realigned processes, roles, and ways of working &#; all built on a strong foundation of data, technology, and analytics.
Together, we built a team of strategists and process experts to speed up the go-live date to better support the company's business units. We helped KONE establish four centers of competence &#; quality, data and automation, project management, and people and communication &#; to help standardize best practices across all F&A operations. These centers also helped the company define what success looks like for KONE.
We also established a center of excellence to accelerate KONE's automation journey to build reliable operations, drive harmonization, improve end-to-end metrics, and automate three key processes: R2R, S2C, and S2P.
The scale of these changes meant changing mindsets as well as processes. So we shared a steady stream of early and visible successes to help bring stakeholders along.
The Impact
Toward ease, efficiency, and better experiences
At the heart of KONE's transformation lies a committed leadership team supported by a strong partnership with Genpact. With an end-to-end focus on processes, governance, and captive and outsourced shared services joining forces, it now has a one-stop shop for F&A operations, ensuring seamless integration with KONE's core businesses. Automation and standardization have freed up approximately 40% of full-time employees for more customer-focused tasks and improved the employee and supplier experience. Thanks to a more resilient operating model, the company's balance sheet is more stable, meaning it can make faster, more accurate business decisions to drive harmonization and bottom-line impact.
And key metrics like paid on time, invoicing efficiency, queries per invoice, and unallocated cash have improved.
Today, our collaboration is getting noticed beyond the walls of KONE. The company won a Shared Services Outsourcing Network award for business transformation. What's next? Together, we're exploring the opportunities from AI-powered solutions to bring even greater resilience and ability to finance, making it truly fit for the future.
Learn how KONE makes the world&#;s cities better places to live.
Discover how we&#;re enabling the future of manufacturing using deep industry and process knowledge, advanced data, and digital capabilities.
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