The COVID-19 pandemic disrupted all industries, but the food services felt it intensely as restaurants struggled to stay afloat. Sysco, a leading distributor and supplier for the industry, suddenly found its sales crashing and past dues mounting. To keep its head above water, it needed to manage its cash flow, past dues, and bad debt optimally. Most importantly, it wanted to help its customers, half of whom are restaurant owners, tide over the crisis.
Sysco collaborated with Genpact to take several steps to help its institutional customers weather the storm, and also innovate for short-term survival and long-term loyalty. The company also realized that withstanding future disruptions demanded greater resilience and a forward-looking approach to collections.