Order to Cash

Objectives

• Large multi-national was operating on two Enterprise resource planning (ERP) systems due to a recent business acquisition. This was causing frustrations, both internally and externally, due to staff not being trained on both systems and unable to help customers. Along with certain customers receiving two invoices.
• Business had a small budget and was not able to do a full big bang approach so needed to see how they could join up the two systems as they had one single CRM solution (Salesforce).

Solution

• Through implementing our three-stage program methodology we initially focused on understanding the current state of both systems from a people, process and tools perspective.
• Understand the design principles from a customer and business perspective on the key imperatives.
• Extensive business process mapping, we were able to suggest new ways of managing the process through better leveraging their CRM system.

OUTCOME

• New order to cash process was defined that enabled one invoice solution to the customer through the multiple legal entities linking it to the front office system to better serve customers through SFDC.
• Operating procedures defined and new ways of working rolled out.
• Staff morale improved along with CSAT.