PayEx is the Nordic region’s leading provider of billing and financing services. Supporting customers with a full spectrum of solutions, including rating and billing, invoice and accounts receivable management, debt collection, credit management, and financing.
Challenge:
Manual processes, organizational dependencies and order fulfillment challenges Customer orders were managed by a manual delivery process utilizing disparate systems with regular data inconsistencies. As fulfillment needs grew, the potential to improve customer satisfaction through faster and more accurate delivery became obvious. The challenge spanned organizing for efficient process flow whilst maximizing system automation to support reliable delivery.
Solution:
A strategy based on a common data platform was deployed, whereby a realtime data platform was established on cloud infrastructure. The order fulfillment process was selected as a first business area to improve. Initially we analyzed existing processes to define requirements and solution design. Each sub process was provided automation support utilizing event driven architecture combined with well defined service API:s and a shared orchestration tool. Rules based validation was implemented to manage errors and provide observable performance metrics end to end. Common orchestration tooling was introduced for a shared change process with a much improved feature change cycle. Finally the solution was integrated with ERP, enterprise workflow systems and core payment products in order to achieve seamless data consistency across the enterprise. In addition to automated order fulfillment, the lasting benefit is a robust platform for fast and accurate feature delivery going forward.
Results:
Manual work items that took up to 15 minutes to execute have been reduced to seconds. Organizational dependencies and mistakes have been reduced significantly resulting in reliable customer experiences and a less stressful work environment. Each process can be traced in real time to give insights regarding delivery quality and progress. Human talent has been freed up from manual intricacies to scale delivery capacity with improved customer satisfaction.
