Streamlined OTC Services Improves Customer Experience

Two subsidiaries of a multinational healthcare conglomerate outsourced their Order-to- Cash (OTC) business processes to an external vendor. The OTC vendor was far from meeting the client’s business expectations and high demands required to align with the sales and marketing needs and initiatives. Particularly in order management, the customer service reps had difficulty keeping up with pending orders, following up on orders, gaining the knowledge required to ensure quality and connecting relationally with customers. This led to poor customer service levels, a large amount of errors on customer orders, inadequate productivity and a daily backlog of orders.

On the Accounts Receivables (AR) front, customer accounts were aging because AR analysts were not able to properly reconcile accounts with the appropriate collections data. The analysts were not able to make the required collection calls and in many cases, frustrated the customers because of the lack of data or information on the accounts. A huge backlog of unrealized revenue built up as millions of dollars in aging grew past 90 days overdue. As a result of the backlog, orders were held daily for investigation causing delays in shipment and impacting the hospitals and physician offices ability to do business.