Order-to-cash process automation with Atlassian

Order-to-cash stretches across functions and organizational units, involves customer interactions and receiving and fulfilling customer requests for goods and services and getting paid for them. The process includes all the steps an organization will carry out from the time it receives an order to the point the organization receives payment for the order.

Can Atlassian Jira Service Management be helpful in this process? Yes, we had automated the O2C end-to-end process many times. From a customer perspective, it looks like a sales portal where you as a customer can state your need and then track the status and solve all the possible issues you might get (for example, delivery wasn’t in time or the bank rolled back your payment or whatever else).

But in the background, there is much more — since O2C is a kind of cross-functional activity, the order that was made by a customer will create tickets in different organizational units (aka Jira projects) and will keep the customer informed if there are any updates. And of course, SLA is here to help us to stay with customer expectations.

In the picture, you can see the high-level description of O2C process, and there is much space for optimization. For example, you may automate contract creation and e-signing for standard orders. Or, you may proceed with small disputes to chargeback service automatically since handling it would cost more than a simple chargeback.

All of these cases strongly depend on your business but you definitely can’t underestimate the value of being clear and predictable to a customer.