Achieving 50% Cost Savings in AP and Collections for a Global Printing Technology Leader

Industry: Technology | Services: Digital Operations, Intelligent Automation, Data & Analytics, Customer Experience, Sutherland Prodigy

Client Overview

The client is a global leader in digital imaging and graphics equipment for the printing and healthcare industries. With over 7,000 employees and €1.8 billion in annual revenue, the company provides customers with mission-critical printing technologies and consumables worldwide.

The Challenge

Rising Operational Costs and Inefficiencies Across Finance and Customer Support

Despite a strong global footprint, the client was struggling with its growing operational inefficiencies across key finance and customer service processes. Manual invoice processing and collections workflows were driving up costs and delaying cash flow. Adding to the challenges was the organization’s lack of insight into customer behavior, which was limiting its ability to personalize service and proactively address issues.

Key challenges included:

• High cost of Accounts Payable (AP) and collections
• Lack of transparency into customer satisfaction drivers
• Manual, non-standardized finance processes
• Delays in clearing back orders impacting service levels
• Inadequate insight into team performance and productivity

Sutherland Solution

End-to-End Process Automation and Analytics-Driven Transformation

To address these challenges, Sutherland deployed a comprehensive, multi-tower digital transformation strategy. We initiated a long-term, 10-plus-year partnership, leveraging a team of 80 full-time experts (FTEs) from our Kingston, Jamaica center to overhaul operations across Procure-to-Pay (P2P), Order-to-Cash (O2C), Record-to-Report (R2R), and Customer Service                

Our solution included:

1. Sutherland Prodigy for Accounts Payable: Automated invoice assignment, digitized workflows and introduced real-time productivity tracking.
2. Sutherland Prodigy for Journal Entry (JE): Delivered automated JE workflow with digital archiving and audit readiness.
3. Customer Analytics: Leveraged order volumes, CSAT scores and order values to build customer segmentation models and inform customized service strategies.
4. Sutherland BI Reporting: Developed real-time dashboards for team performance monitoring and backlog tracking.
5. CSAT Intelligence: Instituted a structured customer satisfaction tracking process with integrated analytics to derive actionable insights.
6. Backorder Management: Created a reporting tool to identify and reduce backlog, holding warehouses accountable for timely delivery.

The Outcome

Accelerated Cash Flow, Enhanced Transparency and Elevated CX

Sutherland’s digital-first transformation delivered significant and measurable business outcomes, enabling the client to streamline operations, improve service quality, and gain agility across global markets. By integrating automation, analytics, and digital operations, our team helped the client reduce accounts payable and collections costs by over 50% and increase electronic payments usage to 95%, up from 80%. Cash flow performance improved through a higher volume of EDI transactions, while customer backorder volumes were cut by 50%, directly enhancing fulfillment efficiency.

Additionally, Days Sales Outstanding (DSO) improved from 45 days to 41, and customer satisfaction scores rose to 80% top-box CSAT, reflecting enhanced service experiences. To support faster, insight-driven decision-making, we deployed real-time performance dashboards that empowered leaders with greater visibility and control. This holistic transformation empowered the client to optimize cost structures, improve service levels, and drive operational excellence at scale.

That’s digital outcomes delivered!
The measurable digital outcomes delivered through our successful engagement have cemented Sutherland as the client’s trusted, long-term transformation partner, and we continue to drive continuous improvement across their global operations.