Order processing · Production

Cisco uses Celonis Process Intelligence to close invoicing gaps and target 90% perfect orders in commerce operations

The problem

Cisco's commerce operations had process gaps in ordering and invoicing that, at the company's scale, created material business impact — including delayed invoicing that deferred revenue and an imperfect order rate affecting customer and partner experience.

Workflow diagram · grounded in source

Identify commerce operations use cases

trigger

“Cisco began by identifying a number of use cases related to the ordering process, which includes everything from order management to invoicing and sits within commerce operations”

End-to-end process visibility

ai_action

“Cisco used the Celonis Process Intelligence Platform to gain full visibility into the ordering process from the time an order is booked to the time the invoicing happens, to find out what's causing delays”

Root cause identification and prioritization

ai_action

“Multiple root causes were identified and Celonis enabled the team to prioritize which of these to tackle first to get the greatest value in the shortest amount of time”

Invoicing follow-up timeline target

output

“Cisco is now aiming to reduce the timeline for following up on orders that haven't been invoiced from 90 days after booking to just 30 days, which is expected to accelerate revenue cycles. With Celonis, they will also be tracking the rev…”

Perfect order rate improvement

output

“Perfect order metrics are currently around 85% but, with the help of Celonis, Cisco aim to increase this to 90% in the next six months”

Reported outcome

Cisco identified multiple root causes of invoicing delays and is targeting a 60-day reduction in invoicing follow-up timelines and an increase in perfect order rate from 85% to 90%, improving working capital and revenue capture.

Reported metrics

Invoicing follow-up timeline reduction60 day reduction

Perfect order rate target90%

Perfect order rate current85%

Revenue capture opportunityrevenue capture opportunity

Reported stack

Celonis Process Intelligence Platform

Source

https://www.celonis.com/solutions/stories/cisco-order-management

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Cisco identified multiple root causes of invoicing delays and is targeting a 60-day reduction in invoicing follow-up timelines and an increase in perfect order rate from 85% to 90%, improving working capital and reven…

What tools did this team use?

Celonis Process Intelligence Platform.

What results were reported?

Invoicing follow-up timeline reduction: 60 day reduction; Perfect order rate target: 90%; Perfect order rate current: 85%; Revenue capture opportunity: revenue capture opportunity (source-reported, not independently verified).

How is this order processing AI workflow structured?

Identify commerce operations use cases → End-to-end process visibility → Root cause identification and prioritization → Invoicing follow-up timeline target → Perfect order rate improvement.