Andrea Baker Director, Credit & Collections – Inmarsat.

It’s Not Rocket Science….oh, wait

INM

ARSAT – ICTF Presentation

© Copyright Inmarsat Global Limited 2015

Satellites Included!

These things are expensive! How to build a new Global Credit & Collections Team

• History of Inmarsat • Challenges • Opportunity • The How • The Why

Where it all began….

From Inter-Governmental Organisation to the FTSE 250

• 5 Business Units (Maritime, Aviation, Global Government, Enterprise and Corporate)

• 4 Major acquisitions in 5 years (all doing different things with the same customer base, in different ways)

• 3 Credit & Collection Teams • 2 Years to Integrate and get to Best Practice • 1 End to End Process • 0 Credit Policy…….

M&A of Lead to Cash Teams Across the Globe

Challenges by numbers

• Initial Consultation/Observation Phase • Volumes and KPIs • People, Process & Technology • Introduce a Credit Policy • Build a Business Case for Credit & Collections SaaS

• Implement SaaS

Complexity was never going away – how to adapt and overcome Opportunity to Improve – 3 phase approach

Phase 1 9 months

Phase 2 12 months

Phase 3 4 months

• People: Diverse Cultures? Far apart in distance but not in thinking…. • Set the common goal of excellence

• Recruit high quality staff – and let everyone know it

• Professional Training (plug for ICTF!)

Its all about the People The How - Talent & Quality from Start to Finish

St John’s Newfoundland • Global Credit Risk • AR • Collections &

Analytics • Americas Account

Management

Morayfield, QLD • APAC Account

Management

City Of London • Corporate HQ • Director • EMEA Account

Management • EMEA AR

Process: Simplify, Be Brutal, What Really Counts? • Lead To Cash Community Engagement (making the Head of Sales joint GPO!)

• Understand the customers as well as the sales teams do……

• Understand how C&C fits in the wider Finance & Company Objectives

• Technology: Too many options results in overuse of Excel and Email!

• Did you hear about the one where a Credit

Controller had to talk to 3 Rocket Scientists to put 1 customer on hold?

• 12 Satellites + 10 Billing Systems + 1

vanilla SAP = An interesting array of Technology, none of which designed to support Credit & Collections

• Reward your staff with systems that help

them

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ARSAT >

ICTF Presentation

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The Why….

Thank-You

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Global Gov > Questions

© Copyright Inmarsat Global Limited 2015