REASON 2

Incomplete Change Management

Replacing or overhauling a billing system impacts far more than just the technical workflows. Without a thorough change management plan, process gaps and inefficiencies can derail operations, leaving teams and customers frustrated.

What It Looks Like

  • Dependencies between departments are overlooked, leading to operational bottlenecks.
  • Teams struggle to adapt to new workflows, causing delays and errors.

Risks

  • Broken workflows can lead to revenue delays and customer dissatisfaction.
  • Compliance issues may arise as visibility decreases and audits become more challenging.

When to Spot It

  • Gaps become apparent during implementation and when attempting to scale the system.

How to Solve It

  • Map out the entire O2C process, focusing on how changes impact inputs and outputs.
  • Communicate changes clearly and provide ample training for affected teams.
  • Plan for behavioral shifts, ensuring teams are prepared to adopt new processes.