Challenge
Billing discrepancies, unclear contacts, and unresolved invoices were frustrating customers at a global medical device company. Some accounts had reached credit limits that blocked new orders. A collections problem had become a customer experience and revenue risk.
Response
PMO Partners assessed the full order-to-cash journey, following work from order intake through fulfillment, invoicing, and payment. Cross-functional teams examined upstream breakdowns, clarified ownership, and established consistent ways to classify and resolve disputes.
Outcome
The engagement updated or created 17 business processes, with further improvements underway. Shared measures and regular reviews gave teams clearer responsibility and visibility into root causes. The company also established a stronger process foundation for its technology investment, helping systems reinforce better work rather than manage recurring symptoms.
An edited client story. Outcomes and figures describe the reported engagement, rather than a promise of results for another organization.