Unlock your enterprise-wide information to unleash the power of OneOffice

Information flows constrained by the silos of the front, middle, and back offices are a significant drag on HFS OneOffice performance. Newgen, a content-centric digital transformation specialist, offers the kind of integrated technology that transformation leaders need to simplify information flows and unleash the potential of enterprise information across the OneOffice™ with its NewgenOne platform.

As HFS Founder and CEO Phil Fersht explained in 2016, “The onset of digital and emerging automation solutions, coupled with the dire need to access meaningful data in real time, is forcing the back and middle offices to support the customer experience needs of the front. Consequently, we’re evolving to an era where there is only ‘OneOffice’ that matters anymore, creating the digital customer experience and an intelligent, single office to enable and support it.”

Exhibit 1: NewgenOne enables enterprises to accelerate their journey to OneOffice by bringing together process automation, content services, customer communication management, and cognitive services on a unified  low-code platform

Source: Newgen, 2023

The NewgenOne platform brings together process automation, content services, and communication management

The NewgenOne integrated automation solution, with content management at its core, helps enterprises break down the silos between the front, middle, and back offices by simplifying the information (data) flows between those offices, functions, and departments. It brings together process automation, content services, communication management, and cognitive services on a unified low-code platform.

The NewgenOne platform includes the following:

• Low code capabilities , for application development
• Process automation, for end-to-end enterprise processes.
• Contextual content services, for creating an anywhere-anytime workplace.
• Omnichannel Customer Engagement, to provide personalized customer communication, consistent across channels.
• AI Cloud, for informed and autonomous business decision-making
• Integration Ecosystem, for data exchange across process, applications and systems
• Governance and Security, for keeping processes and information secure and compliant

Newgen’s wider product portfolio serves several markets, including low code, enterprise content management, business process management, and customer communication management. It often competes with various rivals, including Appian, Pega, Mendix, Hyland, Alfresco, and OpenText. However, its sweet spot is in solving enterprise-wide problems involving multi-channel content where there are advantages to be had from configuring workflows and orchestrating end-to-end outcomes—from customer onboarding to servicing.

Newgen is actively solving 550 customer challenges in 72 countries

Newgen, founded in 1992, is actively solving large-scale automation needs for more than 550 enterprise customers globally, with 3,000 employees across centers in New Delhi, Bengaluru, Mumbai, and Chennai, India; Singapore; Sydney, Australia; Dubai; London, UK; Tampa and McLean in the US; and Mississauga, Canada.

One example among many customer success stories illustrates how connecting offices and enabling information flows has transformed operations for a Newgen customer providing specialized automotive solutions with teams working across the UK, Australia, and New Zealand. The company deals with accident management, subscription car ownership, and professional services for automotive customers. It wanted a way to streamline its claims management process, invoice processing, and inspection management to cut the time taken and enable self-servicing. Many of the processes were manual, leading to errors and delays in claims processing, with data residing in a range of applications.

Newgen solved the challenges by implementing claims automation bringing workflow and communication in the NewgenOne system to deliver straight-through processing, adding invoice template generation and approval workflow, establishing a streamlined inspection management process, and launching a customer portal for data entry, document upload, and case status updates. It also cut risks through contract management and clause updates.

The Bottom Line: Seventy-three percent (73%) of enterprises need an integrated technology suite like NewgenOne to help unravel their information flow spaghetti to meet their innovation and growth ambitions.

According to our latest Pulse survey of 600 Global 2000 enterprises, almost three-quarters of enterprises are innovating toward end-to-end organizational alignment across the front, middle, and back offices, aka the HFS OneOffice ambition, in the next two years. Those enterprises need an integrated automation technology suite such as NewgenOne to help them connect the current information flow spaghetti. Transformation leaders and service providers focused on business services and industries with strong content-centric process automation requirements would be wise to add Newgen to their consideration set.