This case-study from Schindler highlights the importance of delivering a strong change management program to ensure end-user adoption when planning your order-to-cash digital transformation roadmap. 4D Contact team have extensive experience supporting global businesses on their order-to-cash transformation journey. We provide a flexible outsourced receivables management solution which can help support your in-house team during the transformation period with great success at providing creative solutions to support user adoption when teams have found change difficult.
Schindler’s Swiss-engineered elevators, escalators and moving walks keep the urban world moving, safely, comfortably and efficiently, 24/7 worldwide. A forward-thinking business, with a major focus on sustainability, Schindler pride themselves of being in front of the game when it comes to adopting new technologies to drive efficiency.
Aware that on average over 20% of all the finance function costs are associated with order-to-cash process, and keen to deliver optimal efficiency within this process to reduce their cost-to-serve and DSO, the Schindler UK team invested in implementing in Square Marble’s credit and collections automation system Mia. The system would provide them with the data insight and analysis to make more strategic decisions on how best to manage each individual customer based on their historic payment behaviours avoiding unnecessary calls and nudging those accounts that would need it.
However, although the system was successfully implemented, Schindler found that post-implementation they were still not seeing the results they desired. Analysis of data from Mia uncovered how, despite a strong change management program, there was poor user adoption. The outbound voice team were still hiding behind spreadsheets and not picking up the phone when the workflows they had spent so long in planning perfecting, identified this as the next appropriate step. This meant they were still only touching their key accounts and the lower value customers remained untouched.
Conscious that change takes time to embed and that it was key to maintain business continuity, Schindler decided to bring in an outsourced solution to manage the lower value accounts, allowing their in-house team to focus on the areas where they could most add value – their key accounts and dispute resolution. This meant their team would have the time and resource to use the system at its best to manage their key customers and see the results it could deliver, whilst, flexible and scalable, the outsourced solution could use the insight MIA provided to clear through the lower value accounts backlog.
“With results-driven customer contact being their primary, not secondary, function, 4D Contact produced an increase in performance of 81% during the pilot project, as well as improving interaction with our valued customers.” Richard Clow, Head of Controlling, Schindler’s Lifts
Through strategically outsourcing the part of the business which they did not have the capacity to resolve inhouse, Schindler UK not only helped manage their front-line staff transition smoothly into a new way working, but also to achieve their overall objectives of improving their process efficiency and cash flow.
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