The client faced several process complexities due to its vast operations across several countries with differences in local procedures followed, languages, and legal requirements. Process variations created non-standardization, limiting visibility and significantly increasing the cost of operations. The client wanted to assess the various versions of processes in place across countries, identify the optimal process, and standardize, centralize, and automate to lower costs and improve efficiencies.

To begin with, the client wanted improvement and automation recommendations for two processes – cash collection and route settlement & billing. They needed a clear and granular understanding of how various users across countries approached the same process. If conducted manually, this process mapping would be a mammoth task with an extensive scope. Language barriers would also severely limit the team’s capacity to manually identify process variations. They wanted a partner who could help them with process discovery and provide appropriate recommendations to optimize the right processes.