Case Study: Staples achieves 20% reduction in bad debt with HighRadius Collections Cloud

20% Reduction in Bad Debt Collections Automation Journey with AI

Staples, The Work Life Fulfillment Company, faced a strained order-to-cash operation with seven collectors each managing 900–1,000 accounts, aging buckets up to 1,000 days, and time-consuming manual invoice tracing across 20 customer portals. The CFO set a target to reduce bad debt by 20% while maintaining ROI and covering two retiring FTEs, so Staples partnered with HighRadius and deployed its Collections Cloud / Collections Management solution to automate and streamline collections.

HighRadius implemented an AI-enabled Collections solution that produced prioritized worklists, consolidated customer data and portal information, automated reminders and dunning templates, and provided KPI tracking for analysts. As a result, Staples achieved a 20% reduction in bad debt, a 5–6 day reduction in DSO, a 27% drop in past dues and an 8% reduction in 60+ day aging buckets, significantly improving collector productivity and cash recovery.

Staples

George Uko

Manager Credit and Collections