SOLUTION

Order2Cash Automation

Automation of processes to improve the quality of the private security service.
IBM Business Process Manager Standard, IBM Could Pak for Business Automation (CP4BA).

Habber Tec has developed a solution based on the IBM Could Pak for Business Automation, especially Business Process Manager Standard, technology, which implements a management system with the aim of automating processes to improve the quality of the private security service, reducing the economic impacts of delays in collection, billing and provision.

CLIENT

Prosegur is a world leader in the private security sector in its three business lines: Prosegur Security, Prosegur Cash and Prosegur Alarms. The company needs to remain as leader in its sector in the five continents where it operates and transform its business in the face of new market challenges.

The provision of the private surveillance service in Prosegur is one of the areas in which this digital transformation has begun, because it includes a large number of internal processes, from opportunity to collection, through the offer, request, billing and management of order, among others and made by different departments.

We have adapted the Order-to-cash solution for Prosegur based on  IBM Business Process Manager Standard, IBM Could Pak for Business Automation, which comes to establish order throughout the process of providing the private surveillance service of this important security company

With the solution the process was automated and allows Prosegur to manage, integrate and modernize Order-to-cash applications, improving the quality of service offered to the customer and their billing.

BUSINESS PROBLEM

The provision of the private surveillance service in Prosegur includes a large number of internal processes, from opportunity to collection, through the offer, request, billing and order management, among others and carried out by different departments. Most of the activities have been carried out manually, due to the complexity of this and the multiple agents involved, encountering the following impacts:

Interactions between different actors are informal and supported in email.

There is no traceability of customer requests, the status of each one is not known, from the initial dialogue with the customer.

Inefficient communication and loss of information for the allocation of hours and the billing of services, generating delays in the issuance of the bill and, in some cases, no billing of services rendered.

Deficiency in urgent requests: the lack of systematization causes, in some cases, the Operations department to plan the service late.

Delays and / or non-compliance with the regulations on notification to the State security forces of the surveillance services, with the consequent economic sanctions.

There is no order management process associated with requests that causes delays in payment dates.

The quality perceived by the client about the request process is poor, due to the lack of interaction and knowledge about the status of the request.

BUSINESS OPPORTUNITIES

In this situation, Prosegur needed a tool that would allow the development of an integrated management system that involves all the activities, managers, contents and controls for the automation of the processes. Prosegur decided to limit the initial scope of the project to the Order-to-cash processes (from request to collection).

TECHNICAL DETAILS

The project is organized in six incremental and iterative development cycles, following an agile methodology, adapted to the IBM Business Process Manager Standard, technology of the Cloud Pak for Business Automation (CP4BA) platform. In each of these cycles, the details of the tasks were collected, automatisms were identified, new functionalities were implemented and the product was shown with the functional increases, validating it for delivery as a final product. Solution features:

Implementation of service request process.

Organizational model and allocation rules.

Customer SLA definition and internal SLA.

Implementation of compensation process for cancellation of services.

Integration of customer data and contract with the CRM.

Integration with billing systems

Implement customer notification system (email).

Implementation of service life cycle monitoring process.

Order control process implementation

Mobile interface for Security and Operations.

Control panel.

Extension use to end customer for self-provision.

IMPLEMENTED IBM TECHNOLOGIES

IBM Business Process Manager Standard, technology of the Cloud Pak for Business Automation

COMPETITIVE ADVANTAGES

Unification of communication channels in Order-to-cash processes.

Governance in the processes: control over the set of services provided is assured.

Traceability of all requests.

Improvement in Prosegur’s response time to urgent requests

Facilities for the client: a self-service page for the client.

Improved billing effectiveness.

Decrease in penalties.

Prioritization of requests to comply with the service level agreements (SLA) agreed with the client.

Automatic generation of annexes to commercial contracts with customers, complying with current regulations.

RETURN ON INVESTMENT

This solution allows any client to have a return on investment in:

Billing increase

Decrease in default

In the case of Prosegur the benefit measured is around 15% reduction in the cycle time due to truthfulness of information and collaborative work.

CONCLUSION

This solution is reusable to any company in the private security sector, which offers surveillance services and wishes to improve its processes to reduce costs and optimize service quality.

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