Challenge
A company had been operating decentralized service teams across Europe (DE, FR, IT, BX, ES, PL), resulting in inconsistent processes across territories.
Solution
Order to Cash Services was outsourced to Sony DADC European Service Centre.
Scope of the outsource services
- Master Data Management – pricing, customer and material master data creation & amendments
- Order Management – order entry, EDI order management, backorder management, call-offs, stock control hold management
- Return Management – return authorization, pro-active monitoring of the physical return inbound in warehouse, crediting
- Cash Collection & Credit Control – access to client´s bank accounts, daily payment reconciliation, age debt & credit hold management, pro-active credit limit management, month-end reporting
- Direct communication with client´s customers – (EU & APAC retailers) via e-mail and hotline
- Service language – English, German, Polish, French
Benefits for client
- Cost savings – Customer Service FTE costs – HC decreased by >10 FTE compared to the original set-up
- Process harmonization & optimization
Expert insight
“After the initial transition performed 10 years ago we managed to build a strong partnership based on trust thanks to our approach to continuous improvements and process optimisation. We have achieved tangible service team headcount efficiencies via process standardisation. By working jointly with the client we supported their customer landscape consolidation and remain committed to delivering services at the highest possible level in the upcoming years of our cooperation.”
Lenka Adamová
Retail Operations Manager
Sony DADC European Service Centre