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ABSTRACT
It is commonly agreed that accounts receivable (AR) can be a
1. INTRODUCTION
The Order-to-Cash (O2C) process describes a composite business
source of financial difficulty for firms when they are not
process that comprises the necessary steps to fulfill an order for a
efficiently managed and are underperforming. Experience across
good or service, from order entry to payment receipt. While the
multiple industries shows that effective management of AR and
number and nature of such steps may vary depending on the type
overall financial performance of firms are positively correlated. In
and size of the firm, most O2C processes follow a similar high-
this paper we address the problem of reducing outstanding
level workflow as illustrated in Figure 1.
receivables through improvements in the collections strategy.
Specifically, we demonstrate how supervised learning can be used
to build models for predicting the payment outcomes of newly- Customer Order Credit Order Customer
Acquisition Management Management Fulfillment Billing
created invoices, thus enabling customized collection actions
tailored for each invoice or customer. Our models can predict with
high accuracy if an invoice will be paid on time or not and can Collections
Deductions/
Payment Cash
Dispute
provide estimates of the magnitude of the delay. We illustrate our Management
Management
Management Application
1 1 1 0 1| d = 61-90 days
15000 5 4 3 2 0| e = 90+ days
01111
10000 8007 10111
11011 86.76 86.1
5000 3285
11101
1044 50 4 3 2 0
741
0
01111
ontime 1-30days 31-60days 61-90days 90+days
10111
11011 81.84 89.3
Payment classes
11101
500 4 3 2 0
Figure 2. Invoice distribution of Firm A
The results show that by increasing the cost of misclassifying the Having all three feature sets together achieves the best prediction
90+ class, we can get the learning algorithm to focus on building accuracy; however this is only a marginal improvement over using
classifiers that are more accurate at predicting this class. In fact, the invoice and historical features. These results motivate building
with high enough misclassification costs the classifier can learn to separate models for prediction for returning customers; and shows
predict the 90+ class with more than 89% accuracy. As expected, that when customer information is available one can also build
this comes at a trade-off on overall classification accuracy. This good models for first-time invoices.
trade-off can be balanced based on the desired performance
objectives.
Table 7. Prediction accuracy of Firm A
The cost matrix can be specified based on the actual costs
associated with the incorrect prediction in practice. For instance, All Returning First-time
if a 90+ invoice is incorrectly labeled as on time invoice, then the Features invoices invoices invoices
associated cost includes the interest loss because of potential (accuracy) (accuracy) (accuracy)
customer debt. The loss due to misclassification need not always Invoice 68.38 70.77 70.64
be quantified by monetary value. For instance, if an on-time Invoice+Customer 73.33 74.66 79.48
instance is misclassified as a 90+ instance, it is likely that the Invoice+History 85.08 87.51 N/A
customer will be contacted even before the due date. Apart, from Invoice+Customer 86.24 87.56 N/A
the wasted cost of contacting a customer who is going to pay on +History
time, there is the additional risk of damaging the customer
relationship. The trade-offs between expected loss in revenue and
customer satisfaction are quite complex and vary from firm to
3.4 Unified Model vs. Firm-specific Models
For experiments in previous sections we built one model for each
firm. In our current modeling, we only concern ourselves with the
firm. However, in principle, we could build one unified model
misclassification of 90+ instances into other class labels.
combining the data from all firms. Building such a model could
However, the same methodology can be used to accommodate
help generalize better and learn behaviors and patterns that are
other cost-structures that may represent alternative KPI objectives.
common to all firms. Combining the data from all firms would
also provide a lot more training data, which usually improves
3.3 Prediction for New Accounts modeling. To test this conjecture, we build a unified model
As discussed in Section 2.1 we have focused primarily on combining all training sets, and present results using this model to
invoices of returning customers, because of the richness of predict for invoices belonging to each firm. We compare this
historical data that is not present in the invoice-level features. model with training individual models for each firm.
However, in some cases it may be possible to get additional
information on the customers themselves, which may make it The results in Table 8 indicate that building one unified firm
possible to even build models for invoices of first-time customers. model indeed achieves better prediction accuracy than using
separate firm models. This result suggests that these four firms
Invoice payment risk, to a large extent, may depend on the share common behavior and patterns which are overlooked by
customer’s financial capability and willingness to pay. Such individual firm models. This is especially true for Firm C and D,
factors may be influenced by customer credit worthiness, whose returning invoices comprise less than 10% of all returning
organizational profile, business market profile, etc. These factors invoices, and each individual prediction gains significant accuracy
are captured in a set of customer features, such as credit limit, improvement from the unified model. While there are certain
segment, and region. For Firm A, such customer-level attributes differences between the fine-tuning of the individual processes
are actually collected and are readily available for modeling. We (e.g., 54% of invoices of Firm C are paid on time, while only 25%
selected 9 such attributes after going through the same feature of invoices for Firm B are on time), there seems to be one
selection mechanism described in Section 2.1. dominant workflow in place with common process policies and
For Firm A, we now have three sets of features, namely invoice- customer responses. Hence, when data from multiple firms are
level, historical and customer-level features. We run experiments available, and there are no proprietary concerns about merging
as before, on four combinations of these feature sets, on three this data for modeling, there is much value in building a unified
versions of the Firm A data – returning invoices, first-time invoice model by combining datasets from all firms.
and all invoices. These results are summarized in Table 7. Results
show that having customer features boosts prediction accuracy
from 70% to 79% for first-time invoices. Though this accuracy is
not as high as when using historical features; it does demonstrate Table 8. Prediction accuracy of unified model vs. firm-specific
that the customer-level features provide some information models
regarding the collectibility of invoices. Test Data Accuracy of unified Accuracy of firm
We further investigate the effectiveness of having customer model model
features for invoices of returning customers. As seen in Table 7, Firm A 92.65 87.51
adding customer features to invoice features improves prediction Firm B 95.81 93.09
accuracy compared to only using invoice features, even for Firm C 77.26 66.21
returning customer. However, if we replace customer features Firm D 84.10 71.34
with historical features, there is an additional 13% increase in
accuracy. Clearly, historical features are more effective than
customer features in determining the outcome of invoices.
4. INVOICE PRIORITZATION arbitrary, so the absolute time savings may not correspond to what
In Section 3, we demonstrated how we can effectively predict the can be achieved in practice. Therefore, we also report the ratio of
outcome of an invoice in different settings. Being able to identify the average time savings between the two prioritization methods –
invoices that are likely to be delinquent at the time of creation which is presented in Figure 4. The results show that the
enables us to drive the collections process to reduce delinquency. advantage (per invoice) of having Model Prioritization increases
In this section, we present simulation results that show how our when a smaller set of invoices is selected – which represents more
invoice prediction models can help to improve collection likely delinquent invoices. Model Prioritization performs
performance. exponentially better while the selected invoice volume reduces.
As we increase the amount of invoices acted upon, the two
Our simulations are based on the assumption that preemptively prioritization policies will naturally converge.
taking actions (such as sending a reminder) on an invoice that will
be delinquent reduces the collection time. We have observed this Uniform Prioritization Model Prioritization
phenomenon in other studies, where such priming does indeed
35
reduce delinquency. Specifically, we make the simplifying
assumption that taking an action on an invoice will reduce the
30
time of delinquency (if any) by a fixed factor. Invoices that will be
paid on time are however unaffected by preemptive due diligence,
1 99 90+days 49.5 5
2 -19 On time 0
0
3 16 1-30days 8
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Percentage of invoices pressed