Initial situation: B2B customers complained of long lead times, whilst internal O2C and P2P processes were inconsistent and inefficient.

Objective: To reduce lead times, establish clear responsibilities and identify digital solutions.

Result: Optimised end-to-end processes, established guidelines, increased efficiency and a foundation for automation. KPI comparisons indicate an expected reduction in process lead times of 15–30%.

Existing workflows were analysed using process mining, and inefficiencies and media breaks were identified. In close collaboration with the departments, responsibilities, handovers and information flows were defined. Quick wins at critical customer touchpoints were implemented. The result is a consistent process model for O2C and P2P processes that increases efficiency and provides the basis for future automation.