Transforming Finance - IBM & Verizon

IBM BTO Business Consulting Services in Krakow, Poland with a cooperation of IBM NCR India, provides business/financial services to external customers

Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):

For over 13 years, IBM and Verizon have maintained a strategic alliance focused on transforming international finance operations. This partnership spans 20+ countries and 80+ legal entities, managing complex transactions in 10 languages. Historically, the collaboration addressed challenges such as fragmented systems, unstructured data, and operational risks that impacted cash flow and customer satisfaction.

Past Performance and Achievements:

• Operational Maturity: Elevated finance operations from "Practicing" to "Leading" maturity levels.
• Financial Impact: Achieved an $11.7M reduction in aged debt (30% decrease) and approximately $30M in total cost savings.
• Innovation & Accuracy: Implemented AI and UiPath automation to achieve 100% accuracy in critical financial workflows and a 7-day reduction in dispute resolution lead time.
• Client Satisfaction: Secured a perfect Net Promoter Score (NPS) of 100 in 2025 and 100% same-day cash allocation.
• Expansion: Based on these successes, Verizon recently awarded IBM a $1.9M TCV deal to manage US domestic finance operations for the first time

Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1, 2023, the IBM and Verizon alliance has achieved transformative results in international finance through AI-driven innovation and operational excellence:

• Financial & Operational Impact: The partnership delivered approximately $30M in total cost savings and a significant $11.7M reduction (30%) in aged debt.
• Technological Innovation: By deploying a Predictive Analytics engine and UiPath automation, the team reduced dispute resolution lead times by 7 days and achieved 100% accuracy in critical financial workflows.
• Unmatched Client Satisfaction: In 2025, the partnership achieved a perfect Net Promoter Score (NPS) of 100 and reached a 100% same-day cash allocation rate, reflecting high trust and service excellence.
• Strategic Expansion: Following the success in international markets, Verizon awarded IBM a new $1.9M TCV deal, entrusting the team with US domestic finance operations for the first time
• Workforce Engagement: Success was underpinned by a "One Team" culture across India and Poland centers, with employee engagement scores rising from 3.81 to 4.42
• Process Maturity: The organization successfully moved from "Practicing" to "Leading" maturity levels, supported by continuous innovation in AI and automated risk assessment

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The significance of these achievements lies in the transition of a 13-year partnership from a traditional back-office model to a data-driven, "Leading" maturity organization. This transformation is unique due to its scale-managing 80+ legal entities in 10 languages-and its ability to outperform industry standards in precision and client satisfaction.

Industry and Past Performance Comparison:

• From Reactive to Predictive: While many BPOs focus on manual processing, IBM implemented a Predictive Analytics engine and UiPath automation, moving from "simple processing" to "intelligent prediction". This shift delivered 100% accuracy in critical workflows and reduced dispute lead times by 7 days.
• Exceptional Client Trust: Achieving a perfect Net Promoter Score (NPS) of 100 in 2025 is a rare benchmark in the professional services industry, significantly exceeding the previous service quality rating of 8.88/10.
  
• Operational Excellence: The partnership achieved a 100% same-day cash allocation rate and a 30% reduction ($11.7M) in aged debt, demonstrating performance that far exceeds the "broken processes" and "fragmented systems" that historically characterized the operation.
• Unprecedented Expansion: The most significant indicator of success is Verizon's decision to award IBM a $1.9M TCV deal for US domestic operations-the first time in the alliance's history that domestic finance has been entrusted to an external partner

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

The claims of transformation and operational excellence in this nomination are directly evidenced by the "Transforming Finance - IBM & Verizon Final" presentation. This documentation provides a comprehensive audit trail of the partnership's evolution from fragmented processes to a digitally-led powerhouse.

Key Evidence Found in the Attachments:

• Performance Metrics: The presentation provides empirical data for the financial claims, specifically detailing the $11.7M reduction in aged debt and the achievement of $30M in total cost savings. It also corroborates the 100% same-day cash allocation and the 100% accuracy in critical workflows through automated precision.
• Technological Validation: The document illustrates the shift from manual processing to "intelligent prediction," showcasing the specific deployment of the Predictive Analytics engine and UiPath automation mentioned in the nomination.
• Strategic Growth: Slide content confirms the milestone $1.9M TCV deal for US domestic operations, serving as the ultimate evidence of client trust and successful expansion.
• Culture and Satisfaction: The nomination's claims regarding workforce engagement are supported by the "Mood Marbles" data showing a rise to 4.42 engagement score, while the perfect 100 NPS and testimonial from Verizon's Sr. Director of International Finance Operations provide direct qualitative validation