Quote-to-Cash Project

Genesys was facing a significant challenge in the order-to-cash process. Each month, they had roughly 1,500 disputes, resulting in delayed collection of $20 million in revenue.

Challenges:

  • Teams were not aligned on the root causes of the dispute types within the company’s control.

  • Customer satisfaction scores were 30 points lower than desired.

  • While, long-term changes were underway, short-term, human-focused solutions were needed to prevent further disputes.

The team began by running initial research, conducting stakeholder interviews, and crafting a disputes journey map. We then planned a three-day, cross-functional workshop, to explore, ideate and roadmap potential solutions.

During the three-day workshops, we used techniques like a Controllability Radar to visualize the 46 disputes most in company control, Problem Tree Analysis to deep dive on resulting effects and symptoms, and Place Your Bets prioritization to determine the best ROI for the effort to implement the ideas.

The outputs of the workshop were a defined set of actions, alignment on goals, improved collaboration and templated approach for the cross-functional teams to follow through on subsequent work.