The Precision Playbook: GBS Process Excellence

Navigating Complexity with Precision

The shared services and global business services (GBS) is entering a new phase of maturity. Just over half of survey respondents from SSON Research & Analytics' State of Industry Report perceive their operations to be at a medium level of maturity, while only 25% rate themselves as advanced or progressive. Efficiency remains the foundation, but precision is the differentiator. Organizations that apply process excellence with surgical accuracy are not just optimizing workflows—they are enhancing service delivery, driving measurable business impact, and positioning shared services as indispensable enterprise partners.

SSON Research & Analytics' State of Shared Services & Outsourcing Industry 2025

Precision in Continuous Improvement

Process optimization continues to be a cornerstone of shared services strategy, with organizations focusing on end-to-end process improvements that streamline workflows and enhance the customer experience. The adoption of Global Process Owners (GPOs) is rising, ensuring accountability and continuous refinement in key areas such as procure-to-pay, order-to-cash, and record-to-report. Meanwhile, data analytics and AI-driven insights are helping organizations proactively optimize workflows rather than reactively troubleshoot issues.

Respondents list the most effective approaches to process optimization as people (skills and capabilities), technology (tools and solutions), and end-to-end process integration (the ability to overcome silos). In other words, taking a structured approach and driving cross-functional collaboration while taking advantage of modern technologies to knit together workflow. Moreover, leadership and control play a significant role, with 42% of respondents leveraging an overarching shared services mandate to ensure all stakeholders remain aligned toward end-to-end process improvement goals.

SSON Research & Analytics' State of Shared Services & Outsourcing Industry 2025

SSON Research & Analytics strengthens this focus on continuous improvement by providing a world-class data tool, the Metric Intelligence Hub™. With over 140 processes available for benchmarking by industry and location, organizations can access key metrics and insights to drive data-backed decisions and stay on top of evolving industry standards. This powerful resource enables leaders to optimize processes and unlock efficiencies across the board, leveraging real-time insights and actionable data to elevate their shared services operations. Plus, you can also build your own reports to compare against your peer group and the Top 20 Most Admired SSOs in the World!

The Precision Engine: Synchronizing for Seamless Execution

Process excellence isn’t achieved in isolation. Seventy-one percent of organizations regularly assess how their operations impact the broader enterprise. End-to-end integration—across finance, HR, supply chain, and IT—ensures that process improvements drive holistic business value rather than localized efficiency gains.

SSON Research & Analytics' State of Shared Services & Outsourcing Industry 2025

Precision Meets Customer-Centric Optimization

Nearly three quarters of respondents define value in terms of customer satisfaction. This shift underscores the evolution of shared services from transactional hubs to strategic business partners. By aligning process improvements with customer needs—whether internal stakeholders or end customers—organizations can enhance service experience and long-term business impact.

SSON Research & Analytics' State of Shared Services & Outsourcing Industry 2025

Enhancing Precision with Cutting-Edge Technology

In 2025, organizations are prioritizing investments in Generative AI (GAI), Robotic Process Automation (RPA), Artificial Intelligence (AI), ERP platforms, and Analytics. These technologies are not just tools but enablers of precision in process excellence. By integrating GAI and AI, organizations can enhance decision-making and predictive capabilities. RPA streamlines repetitive tasks, freeing up human resources for more strategic activities. ERP platforms ensure seamless integration across functions, while advanced analytics provide actionable insights to drive continuous improvement. Together, these technologies form the backbone of a precision-driven approach to GBS.

SSON Research & Analytics' State of Shared Services & Outsourcing Industry 2025

The Future is Precision-Driven

The best-performing shared services organizations recognize that process optimization isn’t just about efficiency—it’s about precision. By embedding continuous improvement, leveraging automation, and ensuring integration across functions, they are positioning themselves as indispensable strategic partners. The question for leaders is no longer whether to optimize, but how precisely they can fine-tune operations to drive the future of service delivery.

Build your Process Excellence Strategy with the help of these 3 essential resources:

1. Webinar: Global State of the Industry SSO/GBS Outlook 2025
2. GBS Value Check: A Rapid Instant Benchmark Revealing Your Positioning Against the world's best Global Business Services organizations
3. Download our metrics list for a comprehensive understanding of what SSOs are measuring

Until next time!

Naomi Secor, Global Managing Director, SSON Research & Analytics