The Challenge: Manual Processes, Missed Timelines
Every month, the operations team at the BPO was tasked with a time-intensive and error-prone process: collating timesheets across multiple projects, reconciling email approvals, cross-checking purchase orders, and calculating leave balances—all manually. Once validated, they had to enter this data into an in-house invoicing system, generate invoices, and route them to the respective client accounts teams.
The process spanned multiple touchpoints and involved numerous stakeholders, each adding a layer of complexity. Variations in client billing formats, frequent changes in resource allocations, and the need for absolute accuracy in every invoice only compounded the challenge.
For the Chief Financial Officer (CFO), this wasn’t just an operational bottleneck—it was a growing concern for the company’s financial health. Delays in invoice creation meant delayed payments, which directly impacted working capital and cash flow forecasting. Errors in invoicing led to rework and strained client relationships. The finance team, instead of focusing on strategic initiatives like margin improvement and cost optimization, found itself caught in a cycle of reactive firefighting.
As the company scaled its global operations, the legacy approach to billing was no longer sustainable. The leadership recognized that the only way forward was through intelligent automation—streamlining processes without compromising accuracy or compliance.
