Transforming Accounts Payable for a Leading Print and Marketing Services Provider

Industry: Communications, Media, and Entertainment
Services: Data and Analytics, Digital Business Services, Digital Operations, Intelligent Automation

Client Overview

The client is a nationally recognized leader in print, mail, and marketing services. Catering to a diverse portfolio of businesses across the U.S., the company enables its clients to accelerate growth, strengthen brand visibility, and maximize marketing effectiveness. With a reputation for operational discipline and ethical standards, the client sought to modernize its Accounts Payable function to boost efficiency, minimize errors, and increase financial predictability.

The Challenge

Manual Processes and Poor Visibility Undermining Financial Control

Despite its strong operational foundation, the client’s Accounts Payable (AP) operations relied heavily on manual intervention. This resulted in inefficiencies, increased error risk, and led to missed opportunities for financial savings and cash flow optimization. Limited visibility into AP performance further hindered proactive decision-making and SLA compliance.

• Invoice Cycle Time:
  The SLA required processing 98% of invoices within three days, yet performance lagged:
  
  • 78% of invoices processed in <3 days
  • 20% processed in 4–10 days
  • 2% processed after 10 days
  • This shortfall caused SLA breaches, slowed vendor payments, and increased financial risk
• Error Rate:
  While overall accuracy averaged 99.5%, the remaining 0.5% of manual errors represented a consistent source of rework, payment delays, and vendor dissatisfaction.
• Duplicate Payments:
  • Recurring issue, especially with one-time vendors
  • Refund delays from vendors often strained cash flow
  • Significant loss of agent time in investigations and reconciliations
• Early Payment Discounts:
  Although $20K per month in early payment discounts was captured, analysis showed untapped potential to significantly improve this figure—representing lost savings opportunities.

Sutherland Solution

Automation, Analytics, and Standardization Powering a Future-Ready AP Model

Sutherland redesigned the client’s Accounts Payable operations using a comprehensive solution integrating automation, data insights, and robust process governance —delivering a faster, more accurate, and data-driven AP function.

1. Data-Driven AP Strategy
   • Real-time dashboards enabled visibility into overdue invoices, vendor discount tracking, and payment aging trends
   • Better forecasting prevented accounts from aging into higher-risk buckets, resulting in cash flow predictability
2. Automation-First Invoice Management
   • Deployed Robotic Process Automation (RPA) to streamline payment batch preparation, freight invoice downloads, vendor statement processing, and intercompany invoice automation
   • Introduced Prodigy AP and a vendor inquiry cockpit to centralize and simplify interactions
   • Delivered productivity savings equivalent to 7 FTEs, freeing capacity for higher-value work
3. Process Structuring and Standardization
   • Standardized Statement of Accounts and utility invoice tracking to ensure timely reconciliation and payments
4. Quality and Error Prevention Controls
   • Implemented audit checks and preventive action protocols to detect and eliminate errors early
   • Consistently maintained invoice error rates below 0.1%, exceeding industry benchmarks

The Outcome

Predictable, Scalable, and Insight-Rich AP Operations

Sutherland’s solution transformed the client’s accounts payable function into a more resilient, predictable, and financially optimized operation. What was once a reactive, manual process is now a streamlined, digitally governed function with real-time control and tangible business impact. Invoice cycle times improved significantly, with the percentage of invoices processed in under 3 days increasing from 78% to 90%, while those taking 4–10 days dropped from 20% to 9.5%, and invoices exceeding 10 days were reduced from 2% to just 0.5%. Accuracy also improved, as the error rate fell from 0.5% to under 0.1%, and a 99% duplicate payment avoidance rate was achieved through intelligent automation and process rigor. In parallel, the organization captured more value through early payment discounts, which grew from $20K to over $25K per month. Together, these improvements not only enhanced efficiency but also contributed to a stronger cash position and greater operational transparency across the AP function.

That’s digital outcomes delivered!
Sutherland’s ability to go beyond the initial scope and deliver measurable digital outcomes across cost, accuracy, and speed reinforced our value as a strategic partner in financial operations.