The Challenge
Reinvent the Customer-to-Cash Digitalization Value Chain
The world’s largest package delivery & logistics company faced a logistics problem of their own. They needed to transform their global customer-to-cash operations.
They faced high costs from manual legacy systems and suffered from the rigidity imposed by a mainframe environment. This negatively impacted their working capital and days sales outstanding (DSO).
The company was expanding in the European market and needed to introduce a customer service hub that could support more languages. They also wanted to improve their CX overall, reducing average handling time (AHT) and improving first-call resolution (FCR).
The ideal outcome had to include a global operating model for seamless transition and the full reimagination of the operating processes.
The Outcome
Delivering the Right Tech At Different Operating Stages to Get Results
That’s where Sutherland stepped in. Together, we reimagined a new, human-centric customer-to-cash process.
We established a global business services center in Alexandria, Egypt, with the agility to scale for business growth, and designed and executed an Intelligent Automation center of excellence.
Using Sutherland Robility, we automated 50% of pricing processes and cut the average handle time (AHT) by 60%. With Sutherland Extract, 70% of allocation processes in cash application were automated, and turnaround time was cut by 24 hours. We drove working capital improvements with Sutherland Analytics, and reduced DSO by two days.
This reimagining encouraged a holistic view across the operations that supported the customer journey, embraced collaboration, and delivered impressive business outcomes.
