Challenge

A business unit of a large Integrated Communications Provider (ICP) was experiencing difficulty with Receivables Management, specifically management of the number of days outstanding metric.  The volume was increasing and, while the impacted organizations were focused on the additional workload and pressure from the failing results, TMNG Global was asked to come in and analyze the overall operation to see if we could find root causes and assist with the implementation of irreversible corrective actions.

TMNG Global Solution

TMNG Global utilized its award-winning Quality Business Controls (TMNG QBC^®) methodology to assess business processes, systems and organization within the organization.  Some key findings helped point the team in the right direction.  The first was that the average time required for completing a disconnect order was in excess of 90 days.   As a result, financials reflected overstated revenue, accounts receivable, and a high number of billing disputes leading to additional efforts to resolve disputes.  Additionally, the average time between identification of dispute and resolution was between 90 to 120 days.  Initial analysis indicated process and communication inefficiencies were resulting in high idle time and poor performance. 

TMNG Global provided the company’s senior management with prioritized recommendations and action plans that would yield significant financial benefits to the company in the short term. TMNG Global then assisted the client with the implementation of many of the changes and in monitoring their impact on the organization’s financial performance.

Benefits to the Client

TMNG Global’s efforts identified changes to business processes, organization and systems utilization.  The impacts to Receivables Management in improved time to disconnect and process disputes had a positive financial gain of approximately $11M in annual revenue.