Case Study

Streamlined workflows with intelligent automation.

Multinational computer technology company.

“Case         “Case

Industry
Technology
Services
Business Process Transformation
Customer Engagement Transformation
Digital Transformation

The Challenge

Our client’s key concern was cost reduction with a target of a 20% savings in its overall order management process. Their order-to-cash (O2C) functions were widely dispersed and individually "siloed" across the complete cycle from an order being placed, to fulfillment, to shipment, to customer receipt of order, to invoice, to receipt of payment from the customer. Order processing (OP) errors accounted for almost 40% of all issues, but without a system in place to identify and mitigate problems, those errors were creating a domino effect that was interfering with accuracy and efficiency throughout the entire cycle.

The Sutherland Transformation

To break down the silos and establish cost-effective, collaborative, and customer-centric communication processes, we proposed, designed, and implemented an integrated approach-consolidating eleven geographies to seven, and implementing standardized, improved workflows, and intelligent automation.

The transformation also included a complete overhaul of their disparate processes. Additionally, we implemented robotic process automation (RPA), a new business rules engine, new O2C workflows, fully consolidated and controlled accounts receivables, and ongoing global O2C issue tracking.

Sutherland became our "common conveyor belt" for our complete order-to-cash (O2C) process from order placement to shipment, to receipt, to invoice, to payment. This allowed us to have better end-to-end collaboration, and make impressive quality and efficiency gains.

The Results

By implementing the solution, the client has seen dramatic, positive results, including:

  • Improved cash collection cycle times with better cash flow
  • Order management (OM) costs reduced 20% by developing and implementing a new headcount (HC) model, automating 66% of the total HC required
  • Significantly enhanced overall operational efficiencies resulting in a 23% net savings in total cost of ownership (TCO)
  • Sutherland continues to identify new areas to innovate, improve processes, and increase collaboration
Headcount (HC) Automation
66%

Leveraged Robotic Process Automation (RPA) to optimize overall HC model

Cost Savings
54%

Decrease in dissatisfaction rates, saving $7 million quarter over quarter

Order Management Cost Reduction
20%

Reduction in order management costs with new automation to headcount ratio model

End-to-End Visibility
30%

Improvement on A/R issues due to better Order Processing