Date
04.03.15
Topic: A
Practical Approach to Customer Service Management (Order-to-Cash Process) –
Part 1/5
Forewords
I am a
customer service professional who had worked for a Fortune 500 company for almost
a decade. I live and work in Thailand and occasionally travel abroad to gain
both personal and professional experience. I started my blog because I believe
in the power of learning and sharing knowledge and experience and have some
spare time to share with dear readers how to integrate all theories, processes,
and techniques relevant to customer service operations.
I try to keep my content simple and straightforward to show the practical approaches to customer service operations with reference to textbooks on the subject. If any of you have any questions or would like to share with me your thoughts and insights, please feel free to drop me an email at p.manajitt@gmail.com. I am happy to listen to comments and respond to questions at my best. Also, please feel free to let me know any of my language errors for English is not my native tongue.
This article focuses on Order-to-Cash (OTC) process of customer service management for manufacturing companies with wholesale and retail sales with a definition of terms and detailed descriptions of how each unit of OTC process is managed. Please note that OTC process is unique to each business in each industry. The OTC process described here acts as an example for a particular company in a manufacturing industry.
Definition
Order-to-Cash
process to customer service management is a business process in which customer
sales orders are accepted, and processed. It involves accepting customer sales
orders, fulfilling orders, making delivery, billing, handling accounts
receivable, and collecting payment. It is usually compatible with Enterprise
Resource Planning, such as SAP and Oracle.
Order-to-Cash Process Flow Chart
