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The Hackett Group:
15 Recommended Metrics to Evaluate Order To Cash Processes

How does this ebook help me?
This eBook contains The Hackett Group’s top 15 Order to Cash success metrics benchmarked against the results achieved by world-class GBS organizations. Considering ‘efficiency’ and ‘effectiveness,’ each performance indicator is described through the best practices of top-performing companies along with the outcomes they drive.
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Key Takeaways

Learn what it means to be a world-class A/R for GBS organizations
Benchmark against world-class GBS A/R performance results using these 15 metrics
Understand the best practices followed by top-performing GBS A/R to stay ahead of the curve
Get a sneak-peek on how HighRadius dotONE helps O2C functions improve by benchmarking against industry peers

Table of Contents

Credit Management Metrics
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Billing & Payments Metrics
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Cash Application Metrics
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Deductions Management Metrics
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Collections Management Metrics
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Order to Cash Metrics
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HighRadius dotONE Performance: Driving a High-Performance Culture by Benchmarking KPIs against Industry Peers
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What Drives World-Class A/R Performance for a GBS organization?
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Chapter 01

Credit Management Metrics

1. Average Days it Takes to Complete New Credit Reviews

Average Days it Takes to Complete New Credit Reviews

Best Practices from World-Class GBS Organizations:

  • Implementation of best-of-breed online credit applications
  • Automating correspondence for missing information such as bank/trade references, and backups
  • Providing real-time tracking of application statuses


  • Improved customer experience with greater visibility
  • Reduced manual errors

2. Automated Versus Manual Credit Modeling Tools

Automated Versus Manual Credit Modeling Tools

Best Practices from World-Class GBS Organizations:

  • Automating stakeholder correspondence for all credit decisions
  • Integrating services with country-specific and industry-specific credit agencies, public financials, and insurance bureaus
  • Automating the capture of fields from the credit application form


  • A standardized credit operation across various platforms
  • Improved productivity with high-value customers

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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.