Client

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

Challenge

The client struggled with accurately entering billing information, creating complications in downstream processes within the order to cash cycle. Though their billing audit compensated for this by ensuring a higher degree of accuracy, it was a costly and non-value adding process.

EXL Solution

EXL leveraged analytics to conduct gap analysis, and designed a predictive model to identify and prioritize customers for audit. A control plan was deployed to promote greater adherence to standard operating procedures during the audit process.

Tech wrappers such as B-prompt, AssistME and AssessME were also implemented, as well as Lean Six Sigma methodologies to improve audit and quarterly shipper effectiveness.

Results

  • Top line impact from timely and accurate revenue
  • booking $37m
  • Reduction in Error% 25%
  • Improvement in Audit Timeline Same day

By redesigning billing audit procedures through stratification and efficiency sampling, the process became a value-creating activity. Audit effectiveness and billing accuracy were improved, and revenue was further protected and enhanced.