User-Friendly Digital Experiences for B2B Customers


Tracie Duncan

Senior Director, Credit A/R & Collections, adidas

Jason Herrington

VP, AR, Credit & Collections – Shared Services, EmployBridge


Interviewer: So here we're getting together. Here we've got Jason and Tracie to answer some questions and I'm gonna ask them a series of questions and get their answers, but please feel free if you have questions along the way. Just raise your hands, we'll try to keep it interactive and interesting. So first off, to cash, it's probably the most customer-facing after-sales. So, where do you think there's scope for improving that customer experience? Let's start with Tracie. Tracie Duncan: Everywhere. You know the sale happens, but obviously, it's not complete till the invoice is paid. And if that process is arduous for a customer, it can ruin the entire customer experience. So I think that especially as technology is advancing. It is our job first to make sure that we're invoicing our customers properly, that's the number one key. When I entered the world of credit that was the first thing that I was told by my boss. The key to successful credit is invoicing correctly. So if we start the process correctly and make sure we have the tools in place, then we can complete the process properly and make that as painless and user-friendly as possible.…

What you'll learn

  • Exploring the scopes, hurdles, and benefits of improving customer experience
  • Understanding the pain points of customers and channel them into solutions
  • Implementing the best practices to change management and transformational technology
  • Building trust between leaders and internal colleagues

There’s no time like the present

Get a Demo of Integrated Receivables Platform for Your Business

Learn More

Request a demo

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.