Exception Handling: Standard vs Non-Standard Deals

In this episode, Markus Zirn, Jason Pikoos, and Stephen Attanasio explore the complex world of order to cash (O2C), covering everything from lead generation to cash collection. They emphasize early data capture, reliable data sources, and process flexibility for optimal efficiency. From process mapping to incremental development, they offer guidance to keep your processes resilient and adaptable. Additionally, they discuss the potential impact of generative AI on O2C and the importance of designing processes to evolve with business needs.

Timestamps

*(00:00) Episode Start
*(03:46) Introduction to order to cash
*(11:29) Exploring end processes from opportunity to renewal
*(15:05) Automating RMA processes for faster customer solutions
*(16:29) Advice for automating order to cash processes
*(24:18) Understanding maturity levels in order to cash
*(30:24) Strategies for exception handling
*(35:13) Role of Generative AI in exception handling
*(37:32) Optimizing data architecture in order to cash process
*(42:33) Agility through automated order generation
*(47:47) Jason and Stephen's advice

Episode Key Takeaways

• Document and map your order to cash processes: Begin by thoroughly documenting your current O2C workflows and creating clear process maps. This proactive step helps identify inefficiencies and areas suitable for automation, laying the groundwork for effective implementation.
• Design your order to cash process backward: Craft your process by starting with the end goal and working backward to ensure vital data capture and smooth information flow.
• Implement automation incrementally: Start automation projects with small, achievable tasks to demonstrate immediate benefits and build momentum. Incremental automation allows for quick wins and enables adaptation to changing business needs and evolving processes.

Top Quotes

“You really want to crawl before you walk, and then you run. And that really is critically important. Starting with the basics, building a strong foundation for which you can further build upon. You can't get to the more bespoke and complex process automations and integrations until you really have that strong basis to build from. Not just from a technical perspective, but also from an organization perspective. You need to show the value first in integrations and automations. You need to show what you can do.” - Stephen Attanasio

“Order to cash is going to evolve. So don't bother trying to guess every possible outcome and automate every possible outcome that may or may not exist. Oftentimes the best thing to do is create some degree of flexibility, so don't hard code everything into the system. But also make sure you have technology that is flexible and easy to adapt. It's a reason why we've always enjoyed Workato, because it is a very easy product to evolve.” - Jason Pikoos

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