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NGA HR Illustrates Client Centricity with Boston Scientific

Last week, NGA HR held it fifth annual U.S. analyst event at which it described the key elements of its strategy, including a focus on foundational HR processes, helping clients on their journey to digital HR, and differentiating through flexible global delivery and technology platforms. NGA HR also placed significant emphasis on ‘client centricity’ across every sector it operates in.

To illustrate client centricity, medical device manufacturer Boston Scientific described its relationship with NGA HR in some detail. The company has been a legacy Convergys client since 2003 (the Convergys HRO business was acquired by NGA HR in March 2010). Boston Scientific has 13 manufacturing facilities and 25k employees worldwide. Its strategic imperatives in support of growth include high performance, strengthening execution, and enhancing its global capabilities – all supported by HR.

Key elements of the NGA HR relationship include:

  • NGA HR spends a considerable amount of time with Boston Scientific to better understand the client culture
  • Continuous process improvements driven by effective governance
  • Technology improvements that have resulted in fewer NGA HR support staff being needed. This has had a positive financial impact for both the client and NGA HR, who share in the gains. Staff have been redeployed to other jobs
  • Support for large transformations, including moving to SuccessFactors from PeopleSoft
  • Most importantly, ongoing dialogue regarding how to make operational efficiencies to support Boston Scientific’s business imperatives. Important conversations have also taken place on how to support geographic expansion, including growth in China and other parts of Asia.

NGA HR also monitors and improves customer satisfaction in several ways, including:

  • Customer connection points, including one global account manager with overall client responsibility across all regions and a client operations leader that manages delivery across all countries and operations centers
  • Proactive account planning with quarterly business reviews
  • Customer satisfaction surveys, which have shown an 11% improvement in average CSAT score in the last 2 years, and a 10 point improvement in net promoters scores in the last year
  • A drive to make each client ‘referenceable’, including quarterly reviews of referenceable status and what NGA HR can do to ensure a positive reference from the client.

‘Client centricity’ is one of those phrases that seems almost unnecessary. Making the client the center of attention is important to every service provider’s business. What matters is how this is executed, and based on evidence from clients such as Boston Scientific, NGA HR seems to be executing well.

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NGA HR at a glance

  • Serves 8 million employees globally
  • Provides HR and Payroll services in 145 countries, of which 80 are run in NGA HR service centers by NGA HR employees
  • Has performed 1k implementations
  • Has 8k employees in 35 countries, speaking 25 languages. 3k employees are dedicated to HCM technology, with delivery on 8 platforms, including cloud-based HR platforms
  • Has >150 HRO clients
  • Gained 117 net new clients in fiscal year 2017, including 42 enterprise clients which have >15k employees in > 3 countries.

In June 2016, NelsonHall published a comprehensive ‘Cloud-Based HR Services’ profile of NGA HR.

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