Transforming Quote-to-Cash at IBM

Published On:
September 30, 2021
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IBM optimized opportunity-to-order (O2O) and order-to-cash (O2C), but still struggled with data availability and cycle times due to the handoff between these processes. IBM then eliminated the handoff between O2O and O2C with its quote-to-cash (Q2C) organizational re-alignment, transformation, and Intelligent Workflow. The Q2C Intelligent Workflow is built on clean, readily available master data and cloud and AI technologies.

As a result of this transformation, IBM achieved:

  • 95 percent improvement in productivity for services invoices
  • 37 percent improvement in seller satisfaction
  • 13x ROI increase achieved through reduced cycle time
  • 25 percent increase in cash flow

In this case study from APQC and the Digital Supply Chain Institute (DSCI), you will learn:

  • Why IBM integrates AI directly into employees’ workflows instead of offering a chatbot or other standalone tools
  • How IBM’s enterprise-wide investments in improving master data management enabled Q2C transformation
  • What methodologies IBM uses to build employee engagement and accelerate innovation in Q2C