Achieving a 30% DSO Reduction and £500K in Write-Off Savings: An Order-to-Cash Transformation for a Global Logistics Major

Achieving a 30% DSO Reduction and £500K in Write-Off Savings: An Order-to-Cash Transformation for a Global Logistics Major

Flow Trixs O2C Transformation Case Study

Learn how Flow Trixs partnered with a global logistics leader to digitally reimagine its Order-to-Cash (O2C) operations. By deploying a unified global operating model powered by intelligent automation and predictive analytics, the client achieved industry-leading collection performance, reduced bad debt, and strengthened cash flow, establishing new standards for long-term operational excellence.

Client Overview

As one of the world’s largest logistics companies, our client operates across more than 220 countries and territories, delivering over 1.8 billion shipments annually. With more than €80 billion in revenue, its UK B2C segment alone processes nearly 600,000 transactions each year. At this scale, maintaining efficient and responsive receivables operations is critical to optimizing working capital and ensuring customer satisfaction across diverse business lines.

The Challenge

High DSO, Manual Workflows, and Operational Inflexibility Across B2C AR

Despite its global reach, the client faced growing challenges within its UK Accounts Receivable (AR) function. The legacy operating model relied heavily on manual processes and fragmented systems, creating significant friction.

  • Inconsistent Collection Performance: Manual payment allocation and a lack of real-time visibility led to inconsistent and delayed collections.
  • Operational Inflexibility: Disconnected customer engagement channels and the absence of predictive insights hindered proactive risk management, creating workflow bottlenecks.
  • Mounting Financial Risk: Inefficient processes led to rising write-offs and increased bad debt. The inability to adapt to real-time data made risk mitigation difficult.

To remain competitive, the client recognized the need to digitally transform its Order-to-Cash ecosystem, not just for efficiency, but to create a resilient, data-driven finance function.

Flow Trixs Solution

Digitally Powered O2C Transformation with Intelligent Automation and Predictive Insights

Flow Trixs implemented an end-to-end transformation of the client’s B2C AR operations through automation, analytics, and process intelligence:

  • Global Operating Model: Transitioned the UK B2C AR to a unified, scalable framework across global operations.
  • Payment Digitization: Introduced secure IVR and web payment portals (PCI DSS Level 1) to improve customer self-service and reduce agent dependency.
  • Flow Trixs Intelligence Platform: Enabled centralized query management, real-time payment referencing, and faster dispute resolution.
  • Automation-Powered Allocation: Deployed smart bots for payment matching, cutting manual work and turnaround time drastically.
  • Predictive Analytics: Implemented risk-based segmentation and propensity-to-pay models to prioritize collections and improve cash flow.
  • Omnichannel Engagement: Integrated SMS alerts and chat-based support to accelerate contact resolution, especially during high-volume cycles.
The Outcome

Stronger Collections, Faster Allocation, and Reduced Write-Offs

  • Monthly collection rate improved from 90% to 105%, exceeding performance KPIs.
  • Days Sales Outstanding (DSO) dropped from 30 days to 20.8 days, a 30% reduction.
  • Auto-allocation turnaround improved from 72 to 24 hours, reaching 98.87% accuracy.
  • Monthly bad debt was halved from £120K to £60K, while annual write-off savings exceeded £500K.
  • 98% of customer calls were answered within 30 seconds, delivering a best-in-class AR experience.

This engagement evolved into a long-term partnership focused on continuous innovation, measurable results, and shared accountability.

The Result: Digital Outcomes, Delivered

Following the success of the O2C transformation, Flow Trixs became the client’s strategic innovation partner, leading ongoing digital finance modernization and enabling predictive, performance-driven operations that set new industry benchmarks.