by Evelyne Legaux on 11-02-2021
So, what is an O2C platform organization and how does it benefit your business?
Time has come for companies to move away from traditional organization structures based on product lines, geographies & functions.
Instead, companies should completely re-think their organization structure and put the customer at the core of a flexible ecosystem supported by a data-driven modular technology infrastructure & digitally enabled scalable processes. It is essential for an O2C platform to be adaptable to accommodate changing business requirements & accessible through web services.
In addition to the technology architecture itself, companies should consider changing their people organization by creating front-end multi-functional teams that manage the customer relationship & focus on creating the best customer solutions to optimize the latter’s experience, and agile decision-support teams who ensure scalable processes run smoothly & provide quick resolution.
Source: BCG, ‘Why O2C platforms are the future’ https://www.bcg.com/publications/2020/order-to-cash-platforms-are-the-future
When designing an O2C Platform, companies should consider the following guidelines:
Implementing an O2C Platform also comes with a number of challenges:
As previously mentioned & according to the Boston Consulting Group, transforming the O2C process can yield tangible & measurable benefits through transparency and automation:
The ultimate goal of implementing an O2C Platform for companies should be to turn an administrative process into a business driver through visibility over integrated real time data that helps create new insights into the 3rd party customer portfolio.