Optimization of the order-to-cash process with a ticketing tool

Abstract

The central back office of the client has reached a size where processing requests made via email has reached its limit. It is no longer transparent who is processing what and for how long, resulting in a lack of oversight that can crucially hinder capacity planning. Using email for handling requests can lead to missing details, needs to be reviewed twice, and historization is missing for some cases leading to inefficiency and reduced service quality. The leadership decided to solve this problem with the implementation of a ticketing tool.