It’s Not Rocket Science….oh, wait• 5 Business Units (Maritime, Aviation, Global Government,...
Transcript of It’s Not Rocket Science….oh, wait• 5 Business Units (Maritime, Aviation, Global Government,...
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Andrea Baker Director, Credit & Collections – Inmarsat.
It’s Not Rocket Science….oh, wait
INM
ARSAT – ICTF Presentation
© Copyright Inmarsat Global Limited 2015
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Satellites Included!
These things are expensive! How to build a new Global Credit & Collections Team
• History of Inmarsat • Challenges • Opportunity • The How • The Why
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Where it all began….
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From Inter-Governmental Organisation to the FTSE 250
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• 5 Business Units (Maritime, Aviation, Global Government, Enterprise and Corporate)
• 4 Major acquisitions in 5 years (all doing different things with the same customer base, in different ways)
• 3 Credit & Collection Teams • 2 Years to Integrate and get to Best Practice • 1 End to End Process • 0 Credit Policy…….
M&A of Lead to Cash Teams Across the Globe
Challenges by numbers
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• Initial Consultation/Observation Phase • Volumes and KPIs • People, Process & Technology • Introduce a Credit Policy • Build a Business Case for Credit & Collections SaaS
• Implement SaaS
Complexity was never going away – how to adapt and overcome Opportunity to Improve – 3 phase approach
Phase 1 9 months
Phase 2 12 months
Phase 3 4 months
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• People: Diverse Cultures? Far apart in distance but not in thinking…. • Set the common goal of excellence
• Recruit high quality staff – and let everyone know it
• Professional Training (plug for ICTF!)
Its all about the People The How - Talent & Quality from Start to Finish
St John’s Newfoundland • Global Credit Risk • AR • Collections &
Analytics • Americas Account
Management
Morayfield, QLD • APAC Account
Management
City Of London • Corporate HQ • Director • EMEA Account
Management • EMEA AR
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Process: Simplify, Be Brutal, What Really Counts? • Lead To Cash Community Engagement (making the Head of Sales joint GPO!)
• Understand the customers as well as the sales teams do……
• Understand how C&C fits in the wider Finance & Company Objectives
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• Technology: Too many options results in overuse of Excel and Email!
• Did you hear about the one where a Credit
Controller had to talk to 3 Rocket Scientists to put 1 customer on hold?
• 12 Satellites + 10 Billing Systems + 1
vanilla SAP = An interesting array of Technology, none of which designed to support Credit & Collections
• Reward your staff with systems that help
them
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INM
ARSAT >
ICTF Presentation
© Copyright Inmarsat Global Limited 2015
The Why….
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Thank-You
INM
ARSAT >
Global Gov > Questions
© Copyright Inmarsat Global Limited 2015