AI GBS tower · O2C
Order-to-Cash Tower
Order validation through cash: billing, cash application, collections, disputes and deductions.
fed by Sales · RGM · Cust Svc · AI GBS
Tx / week
107,549
Touchless
80%
Cost / tx
$8.52
was $27.61
Saving / yr
$106.8M
at current volume
Health
Is this tower holding
Four readings with a printed rule behind each. more
SLA attainment
97%
at or above the 95% floor
Signed commitments
3
attainment has a counterparty and a penalty
Feeder base
4 functions
broad enough that unit cost is not hostage to one feeder
Governed feeder work
4 of 15
the rest run under a general standard, not a versioned rule
Operations
What the tower is running
The queues on the floor right now, where the money goes once inference is separated out, and the lanes carrying work in.
Queues running now
Work waiting inside the tower, and whether each queue is still inside its service window.
Cost to serve, after inference
The tower's unit cost is stated with model spend inside it, not alongside it.
Before
$27.61
per transaction, prior operating model
Now
$8.52
per transaction, all-in
Inference component
$1.76
21% of the current unit cost
Headcount before
426 FTE
Headcount now
252 FTE
Weekly cost avoided
$2.1M
volume held constant
Lanes into this tower
Every function line that pushes volume into the shared spine, with its own touchless rate and unit cost.
| Function | Sub-function | Line | Tx / wk | Touchless | Cost / tx |
|---|---|---|---|---|---|
| Revenue Growth Management | CRM Data Stewardship | RO1B | 7,975 | 85% | $13.86 |
| Sales | Partner & Channel | SL8B | 7,741 | 78% | $5.69 |
| AI GBS & Global Business Services | O2C Control Tower | GB3A | 7,641 | 94% | $9.76 |
| AI GBS & Global Business Services | O2C Control Tower | GB3C | 7,557 | 87% | $9.76 |
| AI GBS & Global Business Services | O2C Control Tower | GB3B | 7,036 | 93% | $9.76 |
| Revenue Growth Management | Pricing & Rate Cards | RO2B | 6,337 | 65% | $5.11 |
| Revenue Growth Management | Quote-to-Order | RO3A | 6,020 | 85% | $5.68 |
| Revenue Growth Management | Booking & Order Management | RO4B | 5,812 | 90% | $7.77 |
| Sales | Partner & Channel | SL8A | 5,676 | 75% | $5.69 |
| Revenue Growth Management | Pricing & Rate Cards | RO2A | 5,260 | 55% | $5.11 |
| Customer Service | Case Management | CS4A | 5,193 | 86% | $4.01 |
| Revenue Growth Management | CRM Data Stewardship | RO1A | 3,968 | 96% | $13.86 |
| Revenue Growth Management | Billing Interlock | RO5C | 3,803 | 88% | $14.24 |
| Sales | Deal Desk & Approvals | SL6A | 3,120 | 78% | $4.96 |
| Customer Service | Case Management | CS4B | 2,856 | 90% | $4.01 |
| Revenue Growth Management | Quote-to-Order | RO3B | 2,757 | 84% | $5.68 |
| Customer Service | Warranty & Returns | CS7A | 2,755 | 91% | $6.86 |
| Customer Service | Intake & Routing | CS1A | 2,640 | 95% | $6.72 |
| Revenue Growth Management | Renewals & Churn Ops | RO7B | 2,542 | 90% | $4.79 |
| Customer Service | Warranty & Returns | CS7B | 2,538 | 84% | $6.86 |
| Revenue Growth Management | Billing Interlock | RO5A | 2,350 | 83% | $14.24 |
| Revenue Growth Management | Booking & Order Management | RO4A | 2,101 | 91% | $7.77 |
| Sales | Expansion & Renewals | SL9A | 1,834 | 78% | $15.30 |
| Customer Service | Tier-1 Resolution | CS2B | 1,787 | 89% | $15.19 |
Sub-functions feeding this tower
Each keeps its own estate rating. more
Solution & Proposal
Sales
Deal Desk & Approvals
Sales
Partner & Channel
Sales
Expansion & Renewals
Sales
CRM Data Stewardship
Revenue Growth Management
Pricing & Rate Cards
Revenue Growth Management
Quote-to-Order
Revenue Growth Management
Booking & Order Management
Revenue Growth Management
Billing Interlock
Revenue Growth Management
Renewals & Churn Ops
Revenue Growth Management
Intake & Routing
Customer Service
Tier-1 Resolution
Customer Service
Case Management
Customer Service
Warranty & Returns
Customer Service
O2C Control Tower
AI GBS & Global Business Services
Actions
What this tower is asking a person to do
Ordered by size. Each figure is a live count from this tower's own queue and breach records.
Items waiting on a person
evidence to read, holds to release, aged exceptions
Items past the service window
already outside the committed clock
Breaches not yet closed
$7K in service credits outstanding
Feeder sub-functions ungoverned
no ratified position, policy or workflow chain
Live observability
The commitments behind the number, and every miss against them
A tower dashboard that shows only attainment is a marketing surface. more
Signed service levels
3 commitments with a named counterparty
committed to Sales, Customer Service · asserted · not independently measured
Below 99.5% returns 2% of the monthly charge; below 98% returns 8%.
committed to Sales, Revenue Growth Management, Customer Service · breached
A miss returns 6% of the monthly tower charge. more
committed to Revenue Growth Management · review-overdue · not independently measured
Written as a target during design and never converted into a commitment.
Misses on record
2 breaches · 2 still open
The investigation was started and never finished. more
missed by 7.0% · 207 units · unknown
The miss was recorded and the month closed. more
missed by 6.0% · 2,073 units · unknown
Is policy and strategy coming to fruition
Does the intent above this tower reach the transactions inside it
A tower executes; it does not decide. more
Governance chain on the feeder base
4 of 15 feeder sub-functions carry the full chain
Ratified position
4
a stance the leadership signed, not a draft
…and an active policy
4
a rule in force, with a version and an approver
…reaching a live workflow
4
the rule reaches something that actually runs
11 of the 15 feeder sub-functions routing work into this tower are executing at volume without the full chain behind them. They are held to a general standard rather than a rule with a version and an approver.
What this page is, and what it is not
Every reading is computed live from this tower's own records, which makes it exact and makes it narrow. Volumes, unit costs and attainment are modeled: none has been reconciled against an enterprise resource planning system, a payroll register or a service management tool. Attainment without a signed service level beside it is an internal reading, and this page labels it as one rather than presenting it as a commitment.