Order-to-Cash process management for the Indian subsidiary of an Australian multinational

Our client, an Australian Medical Devices manufacturer, decided to set up and manage the Order-to-Cash (O2C) process for its Indian operations to help scale-up the support function and facilitate business growth. The crucial elements of the project included the process design and management of the sales and customer support functions as well as enhanced acceptance of the online customer interface platform.

The Nexdigm team created a comprehensive process which accounted for all key factors: People, Processes, Technology, Customer, and Performance Indicators (KPIs). The result was a 56% reduction in cycle time from order placement to product dispatch, improved customer satisfaction levels and after-sales support while delivering service accuracy levels at 99%.

We also managed to increase online case conversion from ~60% to ~ 90%, while significantly reducing manual intervention and process costs. Our structured process also enabled scalability to the client.