Global Courier Boosts Payment and Collection Efficiency With RPA

Sutherland had previously partnered with the client to execute their accounts receivable operations for another regional business unit, offering multiple internal tools to enhance and support their daily business requirements.

Facing this new challenge, the team deployed a customized version of its Prodigy AR platform featuring multiple technologies to help digitize as well as automate the client’s payment and collection processes.

One digital point solution included Sutherland Robility — an innovative enterprise automation software — to help improve payment allocation efficiency and TAT. Leveraging embedded predictive analytics, automated customer detail capture enabled account prioritization based on risk and propensity to pay analysis. The digital transformation also provided easier data centralization, indexing and payment allocation referencing.

The process was transformed with automation, a customer-centric, empathy-driven and proactive collection campaign. The transformation featured chat and email support with text alerts to increase upfront payment and VAT collections with faster customer outreach. Sutherland also provided back-office services to ensure collected cash was posted timely and accurately leveraging digital automation and process standardization.

The partnership with Sutherland enabled the client to become more profitable by collecting more cash, reducing write-offs and improving its customer experience. Overall, they achieved a 40% reduction in costs while improving collection rates by 70%, cash posting TAT reduced from 72 hours to 24 hours, and DSO reduced by 22% following solution implementation.