Order to Cash (O2C)
Established in 2013, Gamlaa Bioscape is a pioneer in creating biophilic environments for corporate and institutional clients.
Case Details
Client Name: Gamlaa Bioscape
Transformation Pillars : Process
Project Duration: 6 Month
Client Website: gamlaa.com
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Background
Established in 2013, Gamlaa Bioscape is a pioneer in creating biophilic environments for corporate and institutional clients. As part of its 2025 roadmap for operational excellence, Gamlaa recognized the need to improve revenue realization and customer satisfaction by transforming its end-to-end Order-to-Cash (O2C) process.
To enable scalable growth and tighter financial control, Gamlaa partnered with the Xformers Team to drive a structured O2C transformation initiative. This was closely aligned with its ongoing Business Process Reengineering (BPR) efforts and aimed to digitize client order processing, streamline billing, and accelerate cash collection while delivering a seamless customer experience..
Challenge
Despite growing market demand and an expanding client base, Gamlaa faced friction in its O2C lifecycle:
- Fragmented order capture and processing across departments led to delays and inconsistent service delivery.
- Manual billing processes resulted in invoice errors, missed timelines, and rework.
- Disjointed communication between project, finance, and BD teams caused customer dissatisfaction and revenue leakage.
- Limited visibility into receivables and payment status made it difficult to forecast cash flow and enforce credit policies.
These issues not only slowed down revenue cycles but also hampered scalability, impacted working capital, and eroded client confidence.
Solution
Gamlaa, in collaboration with the Xformers Team, launched a five-phase O2C transformation project—Discover, Design, Co-Create, Implement, and Sustain. The goal was to modernize the entire client-to-cash journey through process harmonization, system integration, and role clarity across customer engagement, project execution, invoicing, and collections.
Key Steps
Discover Phase: Uncovering Gaps in the Revenue Cycle
- Mapped current O2C workflows across business development, project execution, and finance.
- Identified bottlenecks in order processing, invoice validation, and collections follow-up.
- Highlighted inconsistencies in documentation, such as incomplete POs/Agreements and missing work completion proofs.
Design Phase: Blueprinting a Streamlined O2C Framework
- Defined standardized workflows for order acceptance, project handover, invoicing, and payment follow-ups.
- Established clear handover points, document requirements, and approval flows between BD, Project, and Accounts teams.
- Created templates for order confirmation, invoice formats, and payment schedules aligned to project types (Supply/AMC/Rental).
Co-Create Phase: Validating with Teams and Clients
- Ran workshops with internal teams to simulate new workflows using real scenarios.
- Piloted the new O2C framework for a select set of clients with varying project types.
- Incorporated automation elements like IRN/QR code generation, digital signatures, and Excel-based tracking tools.
Implement Phase: Enabling Systematic Execution
- Rolled out O2C process across the organization with training, SOPs, and checklists.
- Integrated invoice preparation steps with compliance requirements for e-invoicing.
- Established escalation protocols and communication norms between BD and Accounts for delayed payments.
Sustain Phase: Reinforcing Governance and Agility
- Monitored key metrics like DSO, invoice error rates, and payment lag using an Excel-based O2C tracker.
- Conducted monthly reviews and refined workflows based on team feedback and client responses.
- Institutionalized best practices for client handovers, invoice validation, and follow-ups through shared playbooks and dashboards.
Outcomes Delivered
The O2C transformation delivered significant gains for Gamlaa Bioscape:
Conclusion
Gamlaa Bioscape’s Order-to-Cash transformation has created a resilient revenue backbone, reinforcing operational discipline, financial control, and customer satisfaction. By embracing a structured, collaborative approach to O2C, the company is now better positioned to scale, reduce working capital stress, and enhance client trust.
With foundational processes and metrics in place, Gamlaa continues to evolve its O2C capability through digital innovation and agile governance—powering its ambition to be a trusted leader in sustainable indoor landscapes