Transforming the digital customer journey through order-to-cash optimisation 

Nets A/S is a Nordic digital payment service provider servicing merchants, banks and corporates. Executing a growth strategy through acquisitions in the European market, Nets requires efficient processes along with satisfied customers.

Challenge

The customer satisfaction index showed that customers wanted better invoicing services from Nets. Specifically, customers were requesting:

• Simplicity
• Transparency

… reflecting a need for increased efficiency and effectiveness across the order-to-cash process.

Approach

Together with the key stakeholders across the company, three themes were identified as the key drivers in ensuring increased customer satisfaction:

• Enhanced operating model: Implementing a proactive management of customer-related invoicing quality issues and development initiatives as well as ensuring a strong collaboration across the operating model with a clear definition of roles and responsibilities.
• Simplified commercial invoicing: Establishing commercial transparency throughout the process and simplifying commercial standards.
• Improved technology infrastructure: Improving efficiency of the technology infrastructure by launching new and more simplified IT architecture and harmonising processes.

Impact

The order-to-cash transformation project ensured:

• Improved commercial transparency
• Improved customer satisfaction
• Reduced cost on quality-related invoice matters
• Reduced risk of revenue loss
• Reduced spend on technology resources

To realise these benefits, change management was included in the project scope early on to cater for the full change scope and coordinated dialogues across the functional areas, programme and business units.