About the Company

Our client is a global leader in intelligent communication experiences, helping businesses worldwide connect with their customers and employees seamlessly. With a strong commitment to operational excellence and ethical business practices, our client sought a partner to enhance its collections efficiency, improve cash flow, and create a more predictable accounts receivable process.

The Challenge

Optimizing Collections for Financial Stability and Customer Retention

Effective collections management goes beyond chasing payments—it ensures a healthy cash flow while maintaining strong customer relationships. Our client faced challenges with inconsistent collections processes, rising overdue balances, and excessive manual effort in managing invoices and account statements. To address these inefficiencies, Sutherland was engaged to introduce structure, automation, and analytics-driven insights into the collections function for enabling accelerated cash recovery, reduced aging debt, and enhanced financial visibility.

Key Challenges:

• Increasing Aging Balances: Cash collection efficiency remained at 76%, consistently falling short of the 80% target.
• Manual Processing Bottlenecks: Generating Statements of Account (SOA) took 36 minutes per case, slowing down the collections cycle.
• Delayed Cash Recovery: The 90+ days overdue balance continued rolling forward, impacting financial stability and forecasting accuracy.
• Quality & Accuracy Concerns: Lack of standardized tracking led to errors and inconsistencies in invoice management.

The client needed a smarter, more structured approach to collections—one that streamlined processes, improved efficiency, and delivered measurable financial impact while freeing up internal resources for strategic initiatives.

The Solution

Smarter, Faster, and More Predictable Collections

Sutherland implemented a strategic mix of automation, analytics, and process optimization to enhance the client’s collections operations, driving efficiency, accuracy, and measurable financial impact.

Data-Driven Collections Strategy

To improve collections tracking and risk management, Sutherland developed informative dashboards that provided greater visibility into overdue accounts and high-risk customers.

Automating Statement of Account (SOA) Processing

To accelerate Statement of Account (SOA) processing and reduce manual efforts, Sutherland introduced RPA-driven automation.

Standardization & Process Efficiency

To enhance process standardization and tracking, Sutherland established a structured follow-up framework for overdue invoices.

Accuracy & Quality Control Enhancements

To improve accuracy and quality control, Sutherland implemented enhanced validation and error-reduction measures.

By integrating AI-driven automation, analytics, and process optimization, Sutherland enabled the client to streamline collections, accelerate cash recovery, and improve forecasting accuracy—delivering tangible cost savings and operational excellence.

The Outcome

Accelerated Collections, Improved Accuracy, and Cost Savings

Through its partnership with Sutherland, the client transformed its collections operations, achieving measurable improvements in efficiency, accuracy, and financial performance.

Higher Collections Efficiency and Reduced Aging Balances

Data-driven insights helped to improve more accurate cash forecasting and risk management, preventing accounts from rolling into higher-risk aging categories.

Given the enhanced visibility adding to structured follow-up process, collection efficiency has steadily improved, which brought enhanced financial stability to the client.

Faster and More Cost-Effective SOA Processing

The time required to generate Statements of Account (SOA) was reduced from 36 minutes to under 20 minutes per case, representing a 16-minute efficiency gain per transaction. This optimization led to $0.093M in cost savings per year, significantly lowering operational expenses while improving operations speed.

Greater Standardization and Process Control

Establishing a structured collections framework and automating the Statement of Accounts, provided faster and accurate reporting of outstanding balances. This not only enhanced clarity to customer it also reduced disputes, improved internal tracking and follow-up processes, making collections efforts more predictable and efficient.

Enhanced Accuracy and Reduced Errors

98%+ accuracy rate achieved with minimized processing errors, reduced customer escalations, and strengthened the reliability of the collections process.

That’s digital performance unlocked, and measurable results delivered!

Sutherland’s cost-effective, scalable solutions addressed critical challenges while consistently meeting and exceeding client’s expectations. This collaboration reinforced Sutherland’s role as a trusted and strategic partner.

A More Predictable, Scalable Collections Function

Sutherland empowered the client to take greater control over its collections process, ensuring invoices were promptly addressed and cash flow remained healthy. By implementing real-time visibility, automation, and a structured follow-up strategy, the collections team became more efficient, proactive, and results-driven.

What was once a manual, time-intensive, and reactive process has been transformed into an optimized, scalable, and financially resilient operation—enabling faster cash recovery, reduced aging balances, and improved overall efficiency.

Industry
Communications, Media & Entertainment