The Declining State of Outsourcing Model Across Shared Services

Introduction

SSON released the State of Order to Cash (O2C) in Shared Services survey report in 2022, where they captured the responses of 70+ Global Business Services (GBS) and Shared Services Organization (SSO) leaders and identified a “Big Shift” taking place in the operational models across the O2C process in Shared Services.

The report claims that 53% of GBS/SSO leaders are moving most of their outsourced processes to captive centers and implementing technology solutions to improve efficiency across all the critical O2C operations. The report also examined the varying trends across Shared Service Organizations (SSOs) like inefficient working capital optimization, Operating Expenses (OPEX) management, and poor customer experience that exposed some critical gaps across outsourcing of O2C processes.

This summary blog captures the insights from the SSON survey and highlights why GBS/SSO leaders are shifting their priorities from outsourcing O2C operations to an integrated captive model for scaling their GBS organization.