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Planning for the future: Artificial Intelligence at Ivanti
Technology Category
- Analytics & Modeling - Predictive Analytics
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Ivanti faced significant roadblocks in their operations due to siloed processes and lack of centralization, leading to limited visibility into operations. The collections process was heavily manual, consuming over 50% of analysts' time in tasks like dialing for dollars, writing emails, and requesting escalations. There was no centralized repository for tracking reminders, emails, notes, or P2Ps, resulting in a lack of ownership among teams and no visibility for C-suite members to analyze business unit performance. Additionally, there was no standardized strategy for work list prioritization, and cultural and language barriers caused delays in collecting payments. The cumulative result was minimal access to real-time data, making it difficult for collectors to focus on critical accounts.
About The Customer
Ivanti is a Utah-based IT software company specializing in IT security, IT service management, IT asset management, unified endpoint management, identity management, and supply chain management. The company provides solutions to customers worldwide, aiming to streamline and secure IT operations. Ivanti faced challenges in their collections process, which was manual and labor-intensive, leading to inefficiencies and delays. The company sought to leverage artificial intelligence to automate and improve their collections process, enhance visibility, and enable digital transformation in their operations. Ivanti's goal was to reallocate analysts' time to higher priority tasks and achieve better results through automation and AI-driven solutions.
The Solution
Ivanti implemented an AI-enabled collections solution provided by HighRadius. The solution automated the prioritization of work lists, improved collector productivity, and automated dunning across all accounts. It also implemented reporting frameworks at employee and CXO levels, enabling real-time tracking of performance and ownership of accounts. Dashboards were used to monitor metrics like the collector efficiency index (CEI), cost of AR operations, and DSO reduction. The AI solution provided accurate predictions of accounts payable based on consumer payment behavior patterns, helping Ivanti assess high-risk customers and prioritize contacts accordingly. The solution also automated the capture and recording of customer calls, notes, and P2Ps, saving analysts' time for more critical tasks. Additionally, it provided real-time tracking insights into payments and was user-friendly with support in multiple languages, simplifying cross-country correspondence for collections.
Operational Impact
Quantitative Benefit
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