Enabling Digital Transformation of Customer-to-Cash Operations for the World’s Largest Package Delivery and Logistics Company

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

The client is one of the world’s largest package delivery and logistics companies, operating a global network that serves millions of customers daily. 

With an unmatched reach and trusted reputation, the company manages complex supply chain, delivery, and logistics operations across continents and continues to be a critical enabler of global commerce.

The Challenge

Reinventing Customer-to-Cash for Global Logistics Growth

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 to address inefficiencies in finance and accounting. Manual, legacy finance and accounting systems drove up costs, slowed processes, and created mainframe challenges, which impacted working capital and Days Sales Outstanding (DSO).

At the same time, expansion across Europe required a customer service hub capable of supporting multiple languages. Improving the customer experience was also critical — with a mandate to cut average handle time (AHT) and boost first-call resolution (FCR).

Sutherland Solution

Automating and Scaling Customer-to-Cash Operations

• Global Business Services Center
  Sutherland established a centralized Global Business Services Center in Alexandria, Egypt, to serve as the hub for customer-to-cash operations. Designed to scale with the client’s European expansion, the center provided multilingual support and standardized key processes such as account setup, first-call resolution, and collections — creating a foundation for consistency and efficiency across markets.
• Robility® for Intelligent Automation
  Robility® was deployed to automate recurring, rules-based finance activities. It targeted pricing workflows (quote follow-up, acceptance, profitability analysis, application completion), collections processes, and direct debit payment runs. By systematizing these labor-intensive steps, the platform reduced dependency on manual effort and ensured greater accuracy and speed.
• Sutherland Extract for Cash Application
  Extract® streamlined cash application processes, handling remittance management, invoice allocation, refunds, and CN allocation. Automating these activities reduced reliance on manual reconciliation and helped ensure more accurate, timely posting of payments across accounts.
• Sutherland Analytics for Finance and Collections
  Sutherland’s Analytics platform was applied to collections and credit management. Predictive models and dashboards were built to forecast delinquency, segment accounts, and prioritize collection activities. This allowed the client to take a more proactive, data-driven approach to working capital management.

The Outcome

Improved Productivity, Cash Flow, and Customer Experience

The transformation delivered measurable gains across productivity, cash flow, and customer experience. By embedding automation and analytics into the customer-to-cash cycle, the client achieved a 40% increase in productivity, with manual work reduced and cycle times accelerated across core finance functions.

Working capital performance strengthened significantly. Predictive analytics supported earlier identification of delinquency, improving collections, reducing overdue balances, and adding $150M in cash flow. The roll-forward rate dropped by 1.5%, and Days Sales Outstanding (DSO) improved by two days — giving the client faster revenue realization and stronger control over receivables.

Operational efficiency also reached new levels. Sutherland Extract® automated 70% of allocation processes in cash application, eliminating delays and reducing turnaround by 24 hours. At the same time, Robility® automation streamlined pricing processes, helping cut average handle time (AHT) by 60%. Multilingual support further improved first-call resolution (FCR), creating a smoother customer experience across European markets.

Together, these results reshaped the client’s customer-to-cash operations into a leaner, more predictive, and customer-centric model — one that balances efficiency with resilience and enables growth at global scale.