# Driving Operational Efficiency and Cash Flow Improvement in an Australian FMCG Group

A multi-entity Australian FMCG group was constrained by a legacy system that couldn't scale. Manual processes across onboarding, collections, and ERP integration were driving up costs and suppressing cash flow. Here's how end-to-end AR automation changed that.

Kuhlekt Team·2025·8 min read

30%

DSO Improvement  
60%

Less Manual Processing  
50–65%

Fewer Inbound Enquiries

## Executive Summary

An Australian FMCG group operating across multiple entities and store locations was constrained by an inadequate legacy solution that lacked the scale, flexibility, and automation required to support business growth. High volumes of inbound communications, manual account application processing, and fragmented payment and ERP workflows resulted in operational inefficiencies, increased costs, delayed deliveries, and sub-optimal cash flow.

The implementation of Kuhlekt's Invoice-to-Cash (I2C) SaaS solution delivered end-to-end automation across customer onboarding, approvals, ERP integration, payments, communications, and collections — resulting in a material reduction in manual processing, controlled headcount growth, improved customer experience, and a significant improvement in DSO.

## The Challenges

The FMCG group managed a large and growing customer base with high inbound traffic across phone, email, and SMS. This was compounded by a high volume of new account applications, all relying on manual and paper-based processes.

- **Manual application processing**  
  New account applications were not consistently processed or followed up in a timely manner, placing heavy pressure on administrative teams.

- **Paper trails and data fragmentation**  
  Documentation for multiple stores, sites, and payment details (including Direct Debit information) was managed manually, increasing the risk of errors and misplacement.

- **ERP delays and errors**  
  Following approval, accounts were manually created in the ERP, resulting in delays, data inconsistencies, and downstream impacts on order processing and delivery schedules.

- **Operational inefficiency**  
  Inbound traffic and ad-hoc processing stifled productivity, requiring increased staffing levels and driving up direct costs.

- **Customer dissatisfaction**  
  Delays in approvals, additional information requests, and lost paperwork negatively impacted the customer experience.

## The Kuhlekt Solution

Kuhlekt I2C was implemented as a single, integrated Invoice-to-Cash SaaS platform to address onboarding, account management, communications, and receivables end-to-end.

- **Digital credit applications**  
  Automated workflows and approvals replaced manual review and follow-up.

- **Direct Debit & card management**  
  Fully integrated with the payment processor, removing reliance on physical forms.

- **Automated payment scheduling**  
  Proactive handling of card expiry and failed payments, no manual intervention.

- **Client self-service portal**  
  Customers access invoices, statements, payment schedules, and payment plans without calling AR.

- **API-driven ERP integration**  
  Approved accounts created accurately and immediately — no manual data entry, no delays.

- **Automated communications**  
  Proactive dunning and collections outreach replacing reactive email and voicemail processing.

## Before vs After

| Area                    | Before Kuhlekt                                   | After Kuhlekt                               |
|-------------------------|------------------------------------------------|--------------------------------------------|
| Client onboarding       | Semi-automated, paper-based approvals           | Fully digital, automated workflows         |
| Credit applications     | Manual review and follow-up                     | Structured digital submission with automation |
| Direct Debit setup      | Physical forms, manual processing               | Integrated digital authorisation           |
| Payment scheduling      | Manual requests and updates                     | Self-service scheduling and management     |
| Card expiry & failures  | Reactive, post-failure handling                 | Proactive notifications and management     |
| Client enquiries        | High call/email volumes                         | Self-service portal reduces inbound traffic|
| ERP account creation    | Manual data entry with delays                   | Automated API-driven creation              |
| AR team focus           | Reactive processing                             | Proactive DSO and cash optimisation       |

## Outcomes

30%

DSO Improvement

Driven by faster onboarding, proactive communications, and automated collections.

60%

Manual Processing Reduced

Freeing administrative and AR capacity for strategic work.

50–65%

Inbound Enquiries Down

Across phone, email, and internal requests.

## Conclusion

End-to-end automation through Kuhlekt I2C proved to be a critical enabler of a well-managed, profitable, and controlled FMCG operation. By replacing fragmented manual processes with an integrated platform, the business achieved meaningful reductions in cost and complexity, improved cash flow, and delivered a better experience for both customers and staff. Kuhlekt enables the business to scale with confidence — ensuring growth no longer comes at the expense of efficiency or control.