Optimizing Order-to-Cash Processes in MedTech

This guide details the steps taken by a global medical device company to optimize its order-to-cash process. The company faced challenges with unpaid invoices and customer disputes, which were symptomatic of deeper issues such as unclear ownership and fragmented communication. Recognizing the impact on customer relationships and cash flow, the leadership requested an assessment of the entire process. The analysis revealed that problems often arose before collections, during order intake and fulfillment stages. In response, Integrated Project Management Company (IPM) facilitated a reset of the business processes, collaborating with various stakeholders to define roles and establish consistent communication paths. Seventeen business processes were updated, enabling cross-functional ownership and active dispute resolution. The company is now better equipped to leverage technology to reinforce a more transparent approach, ultimately making it easier for customers to engage with them. This comprehensive effort has led to improvements in operational efficiency and customer satisfaction.