This illustrative onboarding story follows a supplier that sells on invoice. It describes a proposed pilot, rather than a completed customer rollout. The starting point is one customer account and a team that wants less time spent reconstructing what happened.
The starting point: records in different places.
The customer’s LPO arrives in a message, delivery evidence lives in a folder, and finance keeps the invoice balance in a spreadsheet. Before following up, someone has to bring the records together again.
Start with one account the team knows.
Choose a customer with a small set of open invoices. Agree who checks the supporting documents, who reviews payment records, and who speaks to the customer. Reconcile the opening balance before testing a new workflow.
- Confirm the customer details and invoice references.
- List the quotations, LPOs, and delivery notes that belong to each sale.
- Check the opening balance against the team’s existing records.
Connect the documents before reviewing the payment.
In the sample account, INV-0022 totals KES 65,000. A KES 25,000 payment leaves KES 40,000 outstanding after review and allocation. The document trail and allocation should explain that balance to the next person without another round of messages.
Review the improvement together.
At the agreed review point, repeat the same account checks. Compare the time needed to find a supporting record, explain a balance, and prepare a follow-up. Record problems as well as improvements. A clearer workflow is useful only if the team can trust and maintain it.
What we would measure.
These are proposed checks, not achieved results. Agree the sample, definitions, and review period with the business before starting.
Find supporting documents
Time the existing lookup process
Repeat with the connected account
Explain the balance
Count records and people consulted
Check whether the account provides the context
Prepare a follow-up
Record time and missing details
Compare like-for-like follow-up tasks
Customer outcomes have not been measured for this example. Verified results can be added after an agreed pilot review and customer approval.
Start with one useful workflow.
See where your team fits