Let us first understand what customer-centricity is. It is a business strategy that focuses on offering a great customer experience both before and after the sale to increase profit and achieve a competitive edge.
“The way organizations deal with their customers in a crisis is likely to leave lasting memories in customers’ minds.”
Moustapha Ould Ibn Mogdad, Market Focal Point Manager, BMS
Gartner says that nearly 90% of organizations have a chief experience officer or an equivalent role to improve the overall customer experience. Improving customer experience has been a high priority for 76% of top executives. Hence, GBS leaders must focus on tracking CX.
The customer experience should be on the priority list of AR teams. Because on the product side,
The SSON global 2020 report survey found that 65% respondents say cloud-based technologies either form or are actively in the process of forming most of their tech stack by standardizing the process through a centralized platform and shifting from on-premise to a cloud solution.
Benefits of shifting to cloud over on-premise
“In today’s world, data is the new oil. We live in a world where we have trillions of data available to us. But if we are not able to leverage that data to our benefit, it serves no purpose.”
Moustapha Ould Ibn Mogdad, Market Focal Point Manager, BMS
Analytics leads up to an efficient data management system where we can track and deliver on our customer expectations.
How can a cloud-based end-to-end platform serve as a single source of truth?
“Even without the pandemic, Shared Services leaders were planning to adopt digital technologies, and COVID has only sped up the process.”
Moustapha Ould Ibn Mogdad, Market Focal Point Manager, BMS
McKinsey stat shows how COVID-19 pushed companies to their technology tipping point and transformed business forever.
“One of the most and highly used technologies right now in AI for OTC is HighRadius technology, especially FREEDA, which helps the collections and cash application and all processes.”
Moustapha Ould Ibn Mogdad, Market Focal Point Manager, BMS
FREEDA is an Artificial Intelligence-enabled Digital Assistant for Order to Cash and Treasury teams. It is capable of answering questions and helping with work just like a knowledgeable colleague, or reliable resource.
“I can advise you on a personal note to move to a cloud-based solution. It is the easier and the more sophisticated way to do business, especially when you have multiple locations, and different time zones to deal with.”
Moustapha Ould Ibn Mogdad, Market Focal Point Manager, BMS
According to Moustapha Ould Ibn Mogdad
Since the pandemic, the Shared Service Centres have had to quickly adapt to the ‘new normal’. To improve customer experience, GBS leaders around the world have to rethink their operational strategies. Now, it is really important to move away from an on-premise solution to a cloud-based AI solution to ensure that customers can seamlessly connect with A/R systems and have a pleasant experience.
Watch this session by Moustapha Ould Ibn Mogdad, Market Focal Point manager, Bristol Myers Squibb to learn how the adoption of digital transformation in your A/R makes your order to cash processes more customer-centric.
HighRadius Integrated Receivables Software Platform is the world's only end-to-end accounts receivable software platform to lower DSO and bad-debt, automate cash posting, speed-up collections, and dispute resolution, and improve team productivity. It leverages RivanaTM Artificial Intelligence for Accounts Receivable to convert receivables faster and more effectively by using machine learning for accurate decision making across both credit and receivable processes and also enables suppliers to digitally connect with buyers via the radiusOneTM network, closing the loop from the supplier accounts receivable process to the buyer accounts payable process. Integrated Receivables have been divided into 6 distinct applications: Credit Software, EIPP Software, Cash Application Software, Deductions Software, Collections Software, and ERP Payment Gateway - covering the entire gamut of credit-to-cash.