The Challenge: Expensive Outsourced SSO

The financial services team at Keurig Dr. Pepper relied on outsourcing Collections, Cash Application and other A/R functions to control costs. However, customer experience and receivables performance remained poor. Here is why: ? Degrading customer experience: Outsourced parties focussed on collecting dollars that led to multiple touchpoints and eventually unhappy customers. ? No standardization and transparency: Both these factors contributed to inconsistent processes and inability to even understand what was going wrong due to a lack of metrics. ? Increasing costs: With the increase in business, the costs kept increasing while the key metrics kept deteriorating.

The Solution: Single Platform for A/R

In order to eliminate the increasing customer dissatisfaction as well as to improve the A/R performance while giving real-time visibility to all the stakeholders involved, Keurig Dr. Pepper opted to inhouse their collection, cash application, and deductions operations on a single integrated receivables platform. Backed up by technology that standardizes your A/R processes, helps to track all metrics and reduces the customer touchpoints, the inhouse service model enabled Keurig, Dr. Pepper, to save $2.5M in annual savings while the volume, quality, and productivity have risen.

Best Practices to Increase Customer Satisfaction

Best practices suggested by Colleen Zdrojewski, VP, Financial Services, Keurig Dr. Pepper: ? Foster the culture of continuous improvement ? Optimize the use of technology ? Prepare a strong leadership team that is ready to embrace the new technology