Lead-to-Cash Optimization | Process Improvement
Improving Lead-to-Cash performance by identifying bottlenecks, reducing rework and optimizing process execution.
Client Context
Carac is a mutual insurance company specializing in savings, retirement and life insurance.
The organization wanted to improve the performance of its Lead-to-Cash process across the customer lifecycle.
Challenge
Lead-to-Cash (L2C) encompasses all activities involved in converting prospects into paying customers.
This process covers the full lifecycle, including lead generation, sales, customer service, billing and payments.
The organization needed greater visibility into process execution, bottlenecks and inefficiencies affecting performance.
Approach
BPM CYT analyzed the end-to-end Lead-to-Cash process to identify inefficiencies and improvement opportunities.
This analysis focused on process execution paths, bottlenecks, rework and repetitive manual tasks impacting operational performance.
The engagement identified optimization opportunities across the full customer journey.
Outcome
The engagement identified ideal process paths and significant improvement opportunities across the Lead-to-Cash process.
Key improvements included reduced bottlenecks, lower rework and automation of repetitive tasks.
The initiative generated approximately €700K in savings.