SUMMARY:
Our client had developed an expense claim system in 2014 as an interim solution to manage expense claims. However, the temporary solution soon turned into a permanent solution and was proving to be more of a problem than a solution. As we investigated further, we became aware of several more issues that led to delayed expense payments and reduced customer satisfaction.
KEY CHALLENGES:
The expense claim process and system had several issues such as:
- Poor data visibility and accuracy: Providing senior management with accurate and up-to-date reports was a not possible through the existing system.
- Expensive delays: Receipts that were meant to be processed months ago suddenly surfaced, and often had to then be billed back to a client. This led to increased dissatisfaction for all parties involved.
- No way to trace: The submitted expense claims were often lost and could not be traced without manual intervention from the IT Support team.
- No real integration: The existing expense claim system was not integrated with the current finance system.
THE ANALYZE SOLUTION:
By applying our expertise in business and process analysis, we were able to clarify and formalise the critical requirements for a new pricing system. Along the way, we also identified an opportunity to streamline the expense claim process, defined the necessary actions to be taken and guided the
implementation of the expense claim system to reduce inefficiencies and improve the turnaround time of the expense claim payments.
After handover, we ensured that the client was able to:
- Implement the recommendations given, resulting in a more efficient process.
- Provide more accurate reports and information to senior management and auditors.
- Reimburse employees in a shorter space of time due to the introduction of the payment voucher process and payment reports.
- Follow up on discrepancies due to the introduction of an exception report and audit report.
- Track the status of all expense claims (which was unavailable before the introduction of the new expense claim solution).
- Reduce the cost of expense claim processing as some inefficiencies within the expense claim process were eliminated.
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