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  • Frictionless customer experience – integration of front and back office
  • Business efficiency - automation
  • Increased agility - low code
  • Informed decision making – contextualised content

Toshiba’s Newgen Enterprise solution  simplifies your complex, content-driven business needs with one comprehensive low code digital transformation platform. By integrating front and back end systems, Newgen eliminates the ‘siloed’ approach customers find so frustrating and replaces it with a seamless end-to-end experience, with contextualised content, and automated processes for speed and efficiency. 

What is Newgen?

The Newgen platform helps organisations to overcome the silos within their business and enable information flow between customer facing front end interfaces and back office existing systems. It uses a low-code approach to rapidly automate processes at scale and orchestrate packaged systems. Newgen deliver contextual content to enable customer self-service and give staff a ‘smart workdesk’ with the tools and information they need for informed decisions and outstanding customer support. 

Workflow automation

The need for workflow automation

In today’s workplace, expectations are shifting. Customers want to engage digitally, and demand a frictionless, but personalised service. They won’t tolerate ‘that’s the responsibility of a different department’ - they just want a seamless, end-to-end self-service experience. Internally, staff want to work collaboratively, across departments, and with tools that empower them to make smart decisions. They don’t want to be tied to the office – they need to work anywhere, anytime. The operations team want to rapidly deploy new products and services without being hampered by siloed IT systems. As market requirements change, they must have the agility to move rapidly, to stay ahead of the customer demand curve. The Newgen platform helps organisations to meet all these demands, and transform the customer journey. 

Workflow automation

 
 

Holistic automation

Holistic automation of the end-to-end customer journey

Customers want to deal smoothly and seamlessly with your company, and you want an efficient, agile and innovative organisation. The key to both is process automation. Process automation must be holistic, ensuring that it encompasses the whole customer journey and experience. The Newgen platform enables holistic automation which includes: 

  • Business process automation – bridge silos and deliver an omnichannel experience
  • Contextual content services – content embedded in processes
  • Customer communication services – real-time engagement 
  • Artificial intelligence and analytics – for speed and accuracy
  • Low code development – rapid application development for agility and innovation
 
 

Low code for speed

Markets are changing faster than ever, and a shift in customer demands can mean you need to adapt your systems and processes to meet their new requirements. There simply isn’t time to do this using traditional application development – companies who try to do so find themselves left behind. Newgen’s Low Code approach enables rapid application development to adapt and innovate at speed. The Newgen approach includes:

  • Process modeller/workflow designer – for modelling process development and adaptation
  • Business rules engine – ensuring that processes are aligned with business policies and decisions
  • Omnichannel interface builder – user-friendly and responsive interfaces - for portal, mobile or tablet. 
  • Microservices based architecture – composition and re-use for rapid development
  • Configurable content and communication – deep automation and intelligence for embedded, contextual content
  • Low code AI – visual modelling of complex decision models

 

 

Low code automation

 
 

Automation at scale

Automation – at scale

Automating a process is one thing – automating hundreds, or even thousands, is another challenge. If your organisation has multiple processes to automate and transform, the Newgen platform can help. It is designed for automation at scale, using:

  • Low code approach across the board – process, content and communication.
  • Automated deployment cycle – prototyping and support for agile methodology.
  • Microservices based architecture – for rapid development at scale.
  • Pre-integrated platform – seamless integration within the platform and with external systems.
  • Modular architecture and loose coupling – platform components co-exist with other applications, and run-time integration.
 

 

 
 

Orchestrating packaged systems

Legacy and core systems are difficult and expensive to change, so many organisations want, instead, to make them more responsive to business needs, but without ripping and replacing everything at the back end. Newgen’s platform helps businesses to orchestrate their existing systems – such as supply chain, ERP, inventory management, finance, HR and procurement – so that they can play their essential part in the end-to-end customer journey. It helps businesses to harness the data that sits in those systems and surface it through modern interfaces that enable staff and customers to interact through a single, end-to-end process. 

Packaged systems

 
 

Continuous innovation

Continuous business innovation

Staying competitive means staying ahead of the game – knowing what customers want and having the agility to adapt processes to meet those requirements. The Newgen platform enables continuous improvement and rapid innovation. Businesses can define KPIs that are tightly linked to operational parameters, monitor performance and rapidly introducing changes and new developments where required. They can use Newgen’s AI and business rules to drive rapid innovation and continuously iterate for improvement. 

 
 

Delivering a frictionless customer experience

  • Integration for seamless end-to-end customer experience
  • Automation at scale for business efficiency
  • Low code for increased agility  
  • Contextualised content, for informed decision making
  • Innovation and continuous improvement

Newgen – integration of information flows, automation at scale, content in context.

 
 

Customer Stories

 

Country: Global

Industry: Pharmaceutical

A pharmaceutical industry leader

Astra Zeneca is one of the world’s leading pharmaceutical companies, carrying out research and development that have led to life changing medications and vaccines. They are justly proud of their reputation for excellence, their international presence and their global stable of customers. 

Business process challenges

However, when it came to operational efficiency and process management, Astra Zeneca faced some serious challenges:

  • Their multi-national operation had resulted in de-centralised core business processes, including invoicing, bill payment and document management. 
  • Many processes were manually managed, and involved duplication and double handling, leading to considerable levels of inefficiency. 
  • They had no end-to-end visibility of their processes.
  • They could not see the status of a process at any given time, or carry out analysis of its performance. 
  • These hurdles not only meant that the business was operating at less than optimal efficiency, but were adding unnecessary cost. 

Identifying priorities for change

Astra Zeneca approached Toshiba’s partner, Newgen for a solution to these inefficiencies. Working together, they identified the four processes that were the highest priority, and which could add the greatest business value by being remodelled, streamlined and automated: 

  • Procure to pay – including standard purchase order (PO), non-PO invoicing, vendor master forms, and blanket POs.
  • Sales order to cash – including invoice cancellation, and the incoming pay process.
  • Records to report.
  • Cash and bank process.

These processes touch 5,700 users across the company, in 30 countries, generating more than three million transactions. 

The Newgen solution

The solution that was implemented for Astra Zeneca is built on three key elements of the Newgen Product Suite – OmniFlow, OmniScan and OmniDocs. 

OmniScan has enabled Astra Zeneca to digitise all of their hardcopy invoices and receipts and to validate and de-duplicate the data before it is entered into Astra Zeneca’s ERP. Digitisation means that these documents can be processed using automated workflows, and the validation checking has significantly increased Astra Zeneca’s right-first-time (RFT) percentage and reduced errors. 

OmniFlow provides Astra Zeneca with real-time automated workflow, so that invoices and receipts are directly to the right person or department for processing and approvals. This eliminates manual handling and significantly speeds up processing time and efficiency and reduces cost. 

OmniDoc helps Astra Zeneca to manage documents efficiently, ensuring that they are accurately filed, can be searched and retrieved, and that they have the appropriate and compliant retention and archiving policies applied. 

The outcomes

The Newgen solution has streamlined the way that Astra Zeneca processes invoices, receipts and end of month journal requests in multiple countries. It enforces alignment with Astra Zeneca’s standard operating procedures (SOPs), and provides a single, unified platform for all 5,700 users in multiple geographies. Astra Zeneca’s staff are empowered by the solution to collaborate and co-ordinate with their colleagues across the world, with a single platform and end-to-end visibility and transparency. Astra Zeneca has the assurance that the platform is fully scalable and will grow with their business to support them well into the future.

Astra Zeneca was advised to roll out the solution in a staged approach for maximum stability and so that they could use the learnings from each stage to improve and streamline the next. Starting with Asia Pacific (APAC), Astra Zeneca’s largest region in terms of users (56%)  they then implemented in Middle East and Africa (MEA - 11% of users) before moving to the Americas (LATAM – with the remaining 33% of users). 

Making a difference – overall benefits & metrics

  • Overall streamlined processing of invoices, T&E receipts, month end journal requests in multiple countries in line with the company’s standard operating procedures.
  • Scalable and a unified platform - 5700+ users using the platform across APAC, MEA, LATAM
  • Smoother coordination and collaboration among stakeholders present in different countries
  • Digitizing the hard copy invoices and receipts 
  • Validity and de-duplication check at the very first stage before entering any data or invoice into ERP. Hence, Improved FTR (right-first time) percentage

Higher number of Transactions being processed in all regions post the implementation of the Newgen Solution.

 

Country: Australia

Industry: Automotive 

An Australian Automotive Solutions Company Transforms Multiple Processes with Newgen’s Low Code Platform

Background

The company provides specialised automotive solutions and services and has employees across New Zealand, Australia, and the UK. The solutions include accident management, subscription car ownership, and automotive professional service. The company is on a growth path through new business ventures and acquisitions.

Problem Statement

  • High rate of errors due to manual processing
  • Delay in claims processing
  • Time-consuming process of retrieving documents
  • Lack of a common platform and dependency on different applications

The Key Objectives

The company was seeking a modern system that could streamline the claims management process, invoice processing, and inspection management amongst others to reduce turnaround time and enable self-servicing. It wanted customers to be able to easily initiate web-based claims applications. Additionally, the firm needed a solution that could generate vendor and customer contracts as well as provide real-time status updates of vehicles, claims, accident replacement cars, and the realisation of revenue.

Streamlining Multiple Processes with Newgen

The client implemented the below solutions, built on Newgen’s low code process automation platform

  • Claims automation system to streamline claims workflow and communication management under one system
  • Invoice processing for invoice template generation and approval workflow
  • Inspection management to streamline the inspection process
  • Customer portal for data entry, document upload, and access to the status of the case

Country: Dubai

Industry: Retail

Background

The client is a privately held Dubai-based conglomerate and has its operations and assets spread across the UAE. It operates across different lines of business, including real estate, hospitality, retail, food and beverages (F&B), leisure, healthcare, and entertainment.

Challenges Snapshot

  • Difficulty in tracking incomplete applications and generating reports
  • Disjointed systems
  • Long processing cycle times
  • Lack of visibility and control in the process
  • Difficulty in tracking incomplete applications and generating reports

Streamlined Accounts Payable Processes with Newgen

The implemented suite, encompassing Newgen’s intelligent process automation (BPM) and robotic process automation (RPA) framework streamlined the complete process. The client could seamlessly replicate human actions and automate repetitive tasks through the deployment of software bots, without modifying the existing infrastructure and systems. Also, the implementation enabled the client to interact with different systems in the backend for processing invoices, from purchase requests to purchase orders.

What the customer achieved:

  • 50% reduction in process cycle times
  • 27% reduction in exception handling
  • Dynamic queue and workflow management
 

Country: International

Industry: Insurance

Leading Specialty Insurance Group Modernises Customer Communications with Newgen's Omnichannel Customer Engagement Platform

Overview

The client is a leading insurance organisation, founded over 40 years ago. The organisation has been running business in over 150 countries, with offices across the United States, United Kingdom, Spain, and Ireland.

The organisation was looking for a centralised communication framework to automate document generation and customer communication within the new policy issuance, renewals & underwriting processes. The framework also had to ensure efficient distribution of documents/communication to the broker/customer over their preferred delivery channels.

Challenges to Effective Customer Communication

  • Legacy applications for preparing and producing documents
  • Decentralised and manual template development, including data import from Excel and status updates 
  • Ineffective management of multiple templates for various types of documents
  • Poor handling of multilingual communications, maintaining different versions of same template for multiple languages
  • Lack of audit trail and communications tracking
  • Manual process of sending emails to brokers/customers and archiving documents in existing document management system

Goals of the Project

  • Consolidate communications and documents from different lines of businesses into a unified platform
  • Eliminate risks and dependencies associated with legacy applications
  • Manage distribution of these documents/communications to the broker/customer over preferred delivery channels
  • Ingest metadata from various systems in multiple formats
  • Provide user-friendly interface to manage the outbound communication and meet specific case requirements

Country: International

Industry: Food and Beverage

End-to-end Contract Lifecycle Management for a Fortune 500 Food and Beverage Company

About the Client

Project Background

The US-based multinational corporation was looking for a way to deliver faster and efficient contracting to reduce the strain on legal, procurement, and other departments. The company decided to partner with Newgen to minimise risks of business losses and penalties by deftly and flexibly managing contracts.

The Roadblocks

  • Manual process of creating and managing contracts
  • Difficulty in centrally maintaining templates and clauses
  • No centralised document repository to store and retrieve contracts
  • Absence of notifications and reminders on contract expiry and renewal

Streamlined Contract Management with Newgen

Using Newgen’s contract lifecycle management software, the client was able to standardise, streamline, and automate the end-to-end process—from initiation, creation, negotiation, and execution to expiration.

The client achieved:

  • Standardised contract processes per enterprise policies
  • Improved accountability and transparency
  • Reduced documentation dependency through process optimisation

Country: International

Industry: Insurance

Leading Specialty Insurance Group Modernises Customer Communications with Newgen's Omnichannel Customer Engagement Platform

Overview

The client is a leading insurance organisation, founded over 40 years ago. The organisation has been running business in over 150 countries, with offices across the United States, United Kingdom, Spain, and Ireland.

The organisation was looking for a centralised communication framework to automate document generation and customer communication within the new policy issuance, renewals & underwriting processes. The framework also had to ensure efficient distribution of documents/communication to the broker/customer over their preferred delivery channels.

Challenges to Effective Customer Communication

  • Legacy applications for preparing and producing documents
  • Decentralised and manual template development, including data import from Excel and status updates
  • Ineffective management of multiple templates for various types of documents
  • Poor handling of multilingual communications, maintaining different versions of same template for multiple languages
  • Lack of audit trail and communications tracking
  • Manual process of sending emails to brokers/customers and archiving documents in existing document management system

Goals of the Project

  • Consolidate communications and documents from different lines of businesses into a unified platform
  • Eliminate risks and dependencies associated with legacy applications
  • Manage distribution of these documents/communications to the broker/customer over preferred delivery channels
  • Ingest metadata from various systems in multiple formats
  • Provide user-friendly interface to manage the outbound communication and meet specific case requirements
 

About Toshiba & NewgenONE

 

 

 

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