Process Optimization for SMEs: Grow Fast

Objective
To reduce delays and manual intervention in the Sales Order to Final Invoice process by introducing digital touchpoints, role clarity, and real-time communication.

Background
Industry: Manufacturing
Departments Involved: Sales, Accounts, Production
Problem: Fragmented communication and manual triggers caused delays in order processing, payment acknowledgment, and invoicing.

Before Optimization
The process was heavily dependent on manual steps:

• Sales orders were created but not immediately shared across departments.
• Down payment requests were triggered manually and sent inconsistently.
• Customers were contacted over calls or emails for payments, with poor traceability.
• The production team was informed late, post-payment confirmation delays.
• Payment receipts were manually recorded, delaying final invoicing.

Key Issues:

• Delay in order-to-invoice cycle
• Repetitive coordination between teams
• No unified view of order or payment status
• Dependency on individuals for follow-ups

Optimized Workflow Overview
Implementation of the key steps (as per the Bizagi diagram):

1. Sales Order Creation (Sales Dept)
   → Initiates the process via mobile/ERP system.
2. Automated Down payment Request
   → Triggered via the mobile app.
3. Customer Notification
   → WhatsApp or Push Notification sent instantly upon request generation.
4. Customer Makes Payment
   → Real-time status updates are flowing into the ERP.
5. Production Alerted Automatically
   → System notifies production upon payment receipt to prepare for manufacturing.
6. Receipt Confirmation (Accounts Dept)
   → Payment received is acknowledged in the system without manual verification delays.
7. Final Invoice Generation
   →When the customer confirms receipt, an automatic email is generated and sent to them.

Lessons Learned

Workflow automation, even using basic tools like WhatsApp, mobile apps, and ERP triggers, dramatically improves process efficiency.
Real-time notifications prevent revenue leakages caused by missed follow-ups.
Aligning communication between Sales, Accounts, and Production via system events ensures seamless handovers and traceability.

Conclusion

This process optimization transformed a high-touch, slow-moving sales-payment flow into a streamlined, semi-automated system with real-time alerts, fewer errors, and faster invoicing -ideal for SMEs looking to scale operations without growing their overhead.