5-Day Reduction In Days Sales Outstanding

Impact Achieved

$32M

Reduction in Open Disputes (from $94M down to $62M)

50%

Faster Dispute Resolution (Time Cut from 56+ to 29 Days)

43%

Improvement in Collector Productivity (5.8x More Calls & 2x More Emails)

5 Day Reduction in DSO

Past-Due Balances Reduced from 50% to 24% in 4 Months

 “By eliminating the blind spots in our collections process with AI, we cleared $32M in open disputes and cut past dues by 26% in just four months. This transformation has fundamentally shifted our team’s focus from the tedious work of chasing data to the high-value goal of recovering working capital.”

case-study-speaker

Catherine Braeuer,

Director,

Finning

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About Finning

Finning is the world's largest Caterpillar dealer, providing sales, rentals, parts, and service for equipment and engines. They serve diverse industries like mining, construction, and forestry, operating in Canada, the UK, Ireland, and South America, with a history spanning over 90 years.

Revenue

$8 Bn+

Employee Count

100,000+

Region

Vancouver, Canada

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Top Challenges

  • High Volume of Open Disputes: The company struggled with over 4,000 open disputes worth $32M, and the average dispute resolution time was a lengthy 56+ days, locking up significant working capital.
  • Manual Claim Backup Retrieval: Over 80% of dispute claims required analysts to manually retrieve backup documentation from more than 86 different customer portals, a process that delayed resolutions.
  • Siloed and Inconsistent Global Processes: Operations across Canada, the UK, Ireland, and South America were siloed, with each region using its own processes, spreadsheets, and unstandardized reason codes.
  • Poor Customer Coverage: Without an effective prioritization strategy, collectors could not engage all 150,000+ accounts monthly, which resulted in long-tail customers often going months without any contact.
  • Low Collector Productivity: A 178-member collections team worked with fragmented tools, which limited their outreach and resulted in productivity that was 43% lower than optimal.

Business Benefits

  • Reduction in Past Dues from 50% to 24% with a 5 Day Reduction in DSO
  • 80%+ of Claims and Backup Documentation Auto-Aggregated
  • 150,000+ Customer Accounts Covered Daily Through AI-driven Prioritization
  • 80%+ Dispute Claims Automated
  • 4000+ Disputes Cleared in 2 Months
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