For Global Logistics, accurate cash application is crucial for maintaining profitability. Our client faced the challenge of managing a high-volume, complex, and nuanced cash application process. While technology could handle a large portion of the transactions, there was a need to process exceptions manually at the lowest possible costs.
To address these challenges, ADEC Workforce implemented a hybrid solution that combined onshore resources in the USA and offshore teams in Kenya and the Philippines. Delivering part of the service from our Kenya centre allowed us to practice impact sourcing by bringing employment to local communities outside of Nairobi.
Our outsourcing solution delivered exceptional accuracy while handling significant transaction volumes which translated into millions of revenue correctly realized on an annual basis. We also reduced the overall costs for our client’s cash application processes and ensured a smooth transition.
Our Global Logistics client needed to optimize costs while ensuring excellent performance metrics for their cash application processes. Achieving 24-hour turnaround time was essential, as was reducing the percentage of unapplied cash to less than 3.0%.
Additionally, the client faced the challenge of managing significant volume growth and required resources with deep knowledge of their business, systems, and processes.
We designed a service that operates 24/7, efficiently managing high-volume transactions at a competitive cost structure. We created a hybrid solution that combines automation supported by manual verification and processing by utilizing our workforce onshore in the USA and offshore in Kenya and the Philippines.
Since starting the engagement in 2009, we have consistently demonstrated adaptability and flexibility during periods of change. For instance, when client employee numbers were reduced, we ensured seamless process continuity, maintained high metric performance, and achieved overall cost reduction.
Our outsourcing services have become integral to our client’s operations, consistently delivering on their key performance metrics. The percentage of unapplied cash, a crucial metric, consistently remained at 2.5%, surpassing the target of less than 3.0%. We also maintained consistent 24-hour processing times and processed over 10 million transactions annually.
In FY 2023, we continue to demonstrate the effectiveness of our solution, consistently delivering within set targets:
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