New Billing Processes Improve Accuracy and Customer Service while Reducing Costs

A Success Story: Recall Corporation

Dell Services provides daily business processing activities that successfully contribute to Recall’s overall fi nancial transformation initiative, improving customer service and billing accuracy while reducing expenses

The Challenge

Every month Recall visits more than 100,000 customer locations, providing a variety of document storage, secured destruction, and data protection services. Capturing the exact services rendered and accurately billing their customers, per contractual agreement, is a critical segment of their Perfect Order customer service program and sustains their competitive business model. As Recall grew through acquisition, they were focused on integrating these new operations and providing excellent customer service. However, the back-offi ce functions lagged with high staff turnover resulting in the billing process needing improvements and operational discipline to generate consistent accuracy.

The Solution

In June 2006, Recall engaged Dell Sevices to assist with their “Financial Transformation” project and develop a roadmap of related activities to improve billing processes and reduce administrative costs. As part of this initiative, Recall outsourced the majority of their North America Region billing processes to Dell.

Highlights of this engagement:

• Recall worked with Dell to establish a highly customized revenue management operation dedicated to Recall’s North America Region to support client billing in excess of $25 million each month at our company’s Chennai, India facility
• A joint transition team implemented standard operating procedures and accuracy service level metrics, resulting in improved internal controls, increased accuracy, and billing consistency
• The billing transaction processing remained within the Recall enterprise systems and secure IT environment

Highlights of the solution:

• Developed process discipline along with operating metrics
• Established a high-quality off shore business process delivery team

The Results

Recall has realized many tangible benefi ts and continues to expand their business processing activities with Dell Services.

Recall has:

• Increased accuracy: Now when customers challenge billings, the data details are more available and reliable which helps support the resolution of service delivery diff erences and improves overall customer service.
• Saved money: Reduced billing department expenses by 40 percent annually. Decreased total billing resources by 16 percent: Shifting the majority of billing functions to our Chennai operations center leveraged global delivery advantages along with energized staffi ng in a cost-advantaged location.
• Increased overall productivity: Consistent processing quality and continuous process improvements allowed redeployment of existing billing staff to more valuable
  corporate assignments.
• Built strong, long-term relationships: Collaboration between the Recall and Dell billing teams evolved into a true “One Team” eff ort.

The finance and accounting business processing solutions off ered by Dell help Recall manage the process, technology, and consistent quality delivery of business transactions, which helps meet the internal control standards required by their parent company, Brambles, a $4.3 billion Australian firm.

Why Recall Chose Dell Services

Improved, Consistent Process Quality: Recall needed a company to help them break organizational inertia and relied upon the Dell reputation for operational excellence and focus on process execution. We worked as a team to develop standard operating procedures and streamline business processes. By establishing and measuring service levels for quality attributes, processes have become reliable.

Lower Cost Structure

As a global company with operations in 20 countries, Recall understands the value of a global delivery model. Dell fi ts into Recall’s requirements due to our overall value proposition, which focuses on improving quality while reducing costs.

Project Management and Governance

The Dell Services project transition and local governance model are key to Recall successfully utilizing well-trained off shore resources.

Technology and Security

Recall desired state-of-the-art technology, security, and controls over their confi dential business processing. Using secured access, existing enterprise systems were used for performing and storing transactional data. Our SAS70 – Type II audits indicate strong security and internal controls, which increases assurance that sensitive data, such as customer pricing information, remains confi dential.

For more information about solutions for your business or organization, contact your Dell account representative or visit dell.com/services.