team members can be distracted just running the conversation and they don’t want to search in different screens and systems while trying to react to what the customer is saying,” notes Bísková. FREDA’s ability to take notes of the call, and identify key words from the conversation, can then result in robust actions being taken. “If you are running the conversation, and the customer is saying ‘I will not pay an invoice because I have not received a copy’ FREDA will immediately pull the copy of the invoice and create it in the template and send it out,” says Bísková.
“She is mostly there to support, to pick the right data, show it on the screen, and consolidate the past history – which allows team members to state with clarity the past and current position. Ultimately, it ensures the conversation is data-driven and clear.”
The long view
Of course, reaping the benefits of a transformation project requires a long term view and a willingness to constantly monitor and improve. Adriana Modan- Pavel says that the best outcomes are achieved through innovative and pragmatic partnership, where both sides bring a willingness to collaborate. “On the one hand,” explains Modan-Pavel, “we have the knowledge of the product as well as a deep understanding of the client’s industry benchmarks with relevant or similar footprint or revenue. We arrive with this knowledge together with our product knowledge and we collaborate.”
In practice, that can take different forms. “Post implementation,” explains Modan-Pavel, “we often run workshops, and we also offer monthly interaction where we monitor exactly how things are going in terms of them securing value from our product. In addition, we have quarterly business reviews, we have workshops that we put together and where we define this journey.”
All the same, Modan-Pavel points out, it is important to remember that even for businesses that commit to a full digital AR transformation project, there remains the need to focus on continually improving processes and policies.
“All those things need to be carefully planned in a journey,” she says. “So, for instance, the workshops drive the direction – and then with the monthly calls we just see how we are progressing, because our tool also delivers analytics and that’s what’s helping us understand how close we are to the value that we have aligned on.”
Hullait makes a similar point, noting that deploying new technology is only worthwhile if it helps to change both internal performance and end user experience, which is something HighRadius delivers with aplomb. As he puts it: “When you look at all of that and you’re on the brink – why wouldn’t you do it?”
Finance Director Europe /
www.ns-businesshub.com 33
The right digital transformation strategy for the CFO office
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