Protect cash and resolve customer issues earlier.
- Refocused collectors on active collection.
- Created a query and dispute team.
- Moved cash allocation to India and cash management to Guatemala.
Client results · Global finance optimisation
Transforming finance operations for a global biopharmaceutical organisation through operating-model redesign, process optimisation and clearer service accountability.
Continue to the starting position ↓The challenge
Fragmented responsibilities, inconsistent processes and limited visibility of demand were creating persistent service and control issues across the finance function.
Invoice queries contributed to overdue receivables. Workflow approval delays affected supplier payments. Key balance-sheet reconciliations and intercompany positions were not consistently resolved within target deadlines. Credit and compliance reviews were also occurring too late, delaying customer deliveries.
The complete transformation story
Working-capital pressure, late supplier payments, balance-sheet and intercompany control gaps, and delayed customer orders were affecting the wider business.
The review assessed performance, demand, capability, capacity, controls and the allocation of work across six shared service centres.
Activities were realigned around capability and time-zone coverage, with ServiceNow providing structured demand control and clearer case ownership.
Specialist teams, process simplification, automation, policy changes and stronger reconciliation disciplines addressed immediate and structural issues.
Planning, monitoring, escalation and process-owner engagement connected operational resolution with prevention.
The organisation gained clearer accountability, better demand visibility and a stronger platform for controlled continuous improvement.
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HHS perspective
Sustainable finance optimisation comes from aligning the operating model, processes, people, controls and technology around clear service outcomes.