Article

Order-to-cash transformation

NETS

Authors

Driving an enhanced digital customer journey by optimising the order-to-cash process.

Challenge

The Customer Satisfaction Index showed that customers would like to see better invoicing services from the company. Specifically, the customers were requesting more:

  • Simplicity
  • Transparency

… which reflected a need for more efficiency and effectiveness across the company’s order-to-cash process. Implement Consulting Group was chosen to assist with the transformation of the order-to-cash process.

Approach

Together with the key stakeholders across the company, three main themes were identified as the key drivers in ensuring increased customer satisfaction:

  • Enhanced operating model: More proactive management of customer-related invoicing quality issues, development initiatives and management of change requests as well as ensuring a strong collaboration across the operating model with a clear definition and implementation of roles and responsibilities.
  • Simplified commercial invoicing foundation: Established commercial transparency and simplified commercial paradigms.
  • Improved technology infrastructure: Improved efficiency of the technology infrastructure by launching new and more simplified IT architecture with SAP as the core and harmonising Nordic processes.

Across the three main themes, the solutions were designed in close collaboration with the key stakeholders in the company, ensuring ownership and engagement from day 1.

Impact

The order-to-cash transformation project ensured:

  • Increased customer satisfaction
  • Reduced cost on invoice quality-related matters
  • Reduced risk of revenue loss
  • Reduced spend on technology resources
  • Increased commercial transparency
  • Improved infrastructure agility
  • Reduced barriers to speed

To realise these benefits, change management was included in the project scope early on to cater for the full change scope and co-ordinated dialogues across the functional areas, programme, group and BUs.