Technology Leader Streamlines SAP Order to Cash Process

Overview

The global healthcare technology leader was looking to streamline their order to cash process. First, they wanted to focus on customer master data quality, reduce duplication and manual data entry errors. They were also looking to gain visibility into their customer creation and change process to decrease overall processing time. The goal was to have 85% of customers created / changed in less than four hours and standardize the current inefficient intake process.

Key Challenges

The global healthcare technology leader was struggling with:

Multiple intake forms and systems

Duplicate customers

Poor data quality

No visibility into customer create or change process

Long processing time

Results

The global healthcare technology leader implemented three customer create forms by country (U.S., LATAM, Canada) and one Americas customer change solution. The customer change solution actually has 8 specific change forms that are part of the overall change solution. These forms validate data against SAP, standardize the intake process per type of request and provide visibility into the customer create / change process. This has resulted in better customer service, internal alignment and satisfaction and reduced customer create / change processing time. The data and integrity team and customer service team loves these automated forms and process stating they are a game changer.

45^%

requests completed in <4 hours

100^%

gained visibility into customer create / change process

100^%

validated data put into SAP

0^%

manual data entry outside of new process

The new workflow for approvals is awesome! Our team worked closely with the CPS developers who were very knowledgeable and helpful with ideas for enhancements we didn’t even think about. With the new process, we created a standardized intake whereas previously there were multiple ways a request could be submitted requiring an abundance of back and forth communications. The new workflow eliminated the need for manual work outside the process, enhanced the Winshuttle users visibility to their tickets and reduced the number of user questions. We are closing requests quickly and there is no need to wait for our MDO team to update the data in SAP. There is no doubt that the new Winshuttle process is a game changer for our team.

Dottie, Manager-Customer Data Management

Global Healthcare Technology Leader