Client

A less than truckload (LTL) service provider with extensive North American coverage

Challenge

The client faced several issues during the order to cash process, such as a need to improve turnaround time and increasing the availability of accurate information for drivers and terminals.

EXL Solution

Embedding analytics allowed the client’s operating model to be transformed. This resulted in an improved staffing model and a better approach to volume forecasting.

Staff performance was also increased through the implementation of a training simulator and OCR-based data entry. Lean Six Sigma techniques were also employed to increase the number of bills processed per hour through skill-based routing.

Results

  • Turn Around Time (TAT) 100% Met
  • Service Level 95%
  • Productivity Improvement 46%

The redesigned processes lead to an optimized order to cash process, reduced costs and substantial improvements in efficiency.

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