Case Study: Staples automates paper-based collections to reduce bad debt by 20% with HighRadius Collections Software

CPG Giant Automates Paper-Based Collections to Reduce Bad-Debt by 20%

Staples, a leading office-supply CPG with $8B in revenue, faced a heavily manual, paper-based A/R process and an aging ERP that couldn’t support workflows. A seven-person collections team each managed 900–1,000 accounts, manually prioritizing aging, tracking invoices across 20 customer portals, and spending significant time on repetitive tasks. To address this, Staples engaged HighRadius and implemented HighRadius Collections Software to digitize and streamline collections.

HighRadius implemented automated dunning, an auto-prioritized AI worklist, a single repository for customer interactions, touchless collections, and features like AI-based payment predictions and “Transfer to TPA.” As a result, Staples saw measurable improvements: a 20% reduction in bad debt, 27% reduction in past-due balances, a 5‑day reduction in Average Days Delinquent (ADD) and a 6‑day reduction in DSO, alongside higher collector productivity and saved man-hours.

Staples

George Uko

Manager Credit and Collections