Challenge
Modernizing a critical finance process
The client, a healthcare services company, faced inefficiencies in its credit memo processing, a core financial operation. This process relied heavily on manual handling, requiring teams to sift through numerous inbound emails and documents. Each request underwent multiple stages – review, data extraction, validation, and subsequent routing for processing – demanding substantial human intervention. With 15 analysts dedicated to this resource-intensive workflow, the average turnaround time ballooned to 14 days, even stretching to a month in some cases. Limited visibility into request volumes made it difficult to prioritize work, creating bottlenecks and inconsistent performance.
The company recognized an opportunity to modernize the process, improve responsiveness, and free employees to focus on more strategic work.
Solution
Using AI to streamline credit memo processing
Drawing on five years of collaboration and deep process expertise, Genpact worked with the company and Google Cloud to redesign and automate the end-to-end credit memo process.
The solution combined generative AI, workflow automation, and cloud technologies to reduce manual effort and improve speed, accuracy, and visibility.
Key capabilities included:
Automated ingestion: Captured credit memos and related documents in the Google Cloud Platform (GCP)
Smart classification and extraction: Used gen AI models to identify and extract data from credit memo documents, significantly reducing manual tasks
Automated validation: Validated extracted data against internal systems with high accuracy
ERP integration: Routed validated data into the ERP system for final processing, eliminating delays
Human-in-the-loop support: Enabled analysts to review exceptions and handle complex cases that required expert judgment
By combining AI with process expertise, the company transformed a labor-intensive workflow into a streamlined and scalable operation.
Impact
Faster processing, stronger controls, and greater efficiency
The transformation delivered measurable business value.
Credit memo processing time fell by up to 93%, reducing turnaround times from an average of 14 days to as little as one day. Automation reduced the manual effort required to process requests, allowing analysts to focus on oversight, exception management, and higher-value activities.
The company also benefited from:
Accelerated cash flow through faster processing and collections
Greater operational visibility across the workflow
Stronger financial controls and reduced risk
Improved responsiveness to vendors and business stakeholders
By modernizing a core finance process, the company improved efficiency while enabling its finance team to contribute more strategically to broader business goals.
This initiative demonstrates how AI-enabled operations transformation can deliver measurable outcomes and help organizations work faster and smarter while maintaining greater control.