Digital Customer Operations

Order-to-Cash (O2C)

Order-to-Cash (O2C) should be a straightforward set of processes at the heart of any business – selling your product and collecting payment for the sale is the baseline for any commercial operation. For many businesses, however, the O2C process can seem frustratingly inefficient and disconnected. 

 

Keeping your customers happy and loyal

Coordinating sales, order fulfillment, invoicing, cash collection and application, and dispute management can be challenge to your business when these functions are spread across multiple teams. Disjointed or manual processes, inter-departmental friction and a lack of standardisation can drive up costs and lower customer satisfaction, not to mention the ubiquitous pressure of driving down the Days Sales Outstanding (DSO) figure.
 
On top of that, no matter what your industry sector, the way you interact with your customers is changing. Digital technology is creating a more demanding and fickle customer who is happy to take his or her business elsewhere if the product is not delivered on time, not as described and not supplied at the right price.

Digital customer operations puts your customers first

By integrating our platforms, know-how and insight, your business can benefit from an enhanced O2C solution that enables you to focus more on your individual customer, helping them to buy more, pay quicker and be an overall happier customer.
 
Digital Customer Operations combines coordinated sales, order fulfillment, supply chain, invoicing, cash collection and dispute management services. These services are underpinned by our Odigo contact centre platform, Analytics and Master Data Management to deliver an outstanding business value and enhanced digital customer experience.

Transformation, innovation and know-how

With experience from hundreds of O2C implementations and operations, our 7,000 collection, supply chain and customer interaction specialists can transform your entire O2C process end-to-end, delivering deep transformation together with insight and analytics 24/7/365 in 38 languages. We are proud of the value we continue to deliver to our clients and the results speak for themselves:
 
 
  • 6-day reduction in days sales outstanding (DSO)
  • 25% reduction in disputes lead time
  • 85% and 10% increase in customer satisfaction and customer loyalty respectively
  • 63% reduction in order management processing costs
  • 90% standardization in global order management processes
  • Reduction in invoice ageing from 120 to 30 days
  • More than 500,000 calls per day using the Odigo Natural Language IVR
  • 50% reduction in caller waiting time
  • 90% of calls routed on first contact
  • Over 5% improvement in First Contact Resolution (FCR)
  • 34–85% increase in call quality.

Contact Business Services

To find out more about how our Digital Customer Operations offering can boost interaction with your customers and drive reliability, profitability and loyalty, contact: businessservices.global@capgemini.com
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