State of Order to Cash

2-minutes Summary

• GBS leaders are making the ‘big shift’ from the Order to Cash outsourcing model to captive centers. They consider poor working capital, operating expenses, and customer experience as the key concerns for making the big shift to adopt a captive strategy.

• 60% of SSO/GBS leaders claim AI-powered integrated O2C applications are the future of technology to scale businesses globally. Leaders are focussing to invest in software that can eliminate operational silos and promote cross-team collaboration such that O2C processes interact with each other.

• DSO data from the top 20 most admired shared services identified by SSON indicates a rising DSO trend in 2021-22 due to the pandemic and its economic impact. The data shows a progressive improvement in the DSO rates between 2018-20. This points to the lack of technology adoption across SSOs.

• There is very low recognition of the impact of data analytics to standardize global process and boost revenue growth. This may be due to a lack of access to real-time and quality data for making informed decisions.

• Credit data aggregation from multiple agencies is one of the most important priorities across GBS. The other critical investment areas listed by GBS leaders in the survey are EIPP and deductions.