A national logistics supplier was issuing more than 300 credit notes a month. The XeP3 software platform found that 56% of staff effort in its end-to-end billing and credit note process was lost to Noise, driven by billing failures, operational disputes and unclear ownership of resolutions.
The Approach
The XeP3 software platform was used to identify and remove the sources of “Noise”, not just the symptoms.
- Diagnose the system, not the people
- Mapped the entire Order-to-Cash process and quantified wasted effort at every stage.
- Fix root causes, not surface issues
- Introduced validation checks at order capture
- Simplified approval flows and clarified roles
- Strengthened data consistency and accountability
- Build behaviour into the system
- Set measurable behavioural change indicators (BCIs)
- Created simple dashboards for visibility and ownership
- Embedded ongoing review cycles to keep improvements on track
The Results
By addressing this Noise, the supplier was able to sustainably reduce the number of credit notes issued from 300+ to fewer than 50 per month.
The supplier sustained its success by monitoring and measuring these key BCIs as they implemented the changes.
