Billing Exception Approval Process
Process • Tools & Systems • Business OperationsSkills
- Project Mgmt.
- Video demonstration
- Content/asset creation
- Storyboarding
- Script writing
- Audio production & editing
Tools & Systems
- SAP
- ServiceNow
- Adobe Captivate
- Adobe Photoshop
- Magix Audio Maker
Deliverables
- Project plan/schedule
- eLearning course
- Voice over
End User
- Account Directors
- Account Executives
- Business Development Managers
- Customer Success Managers
Collaborators
- Sales Operations
- Business Operaitons Systems
- SAP System Admin
- ServiceNow System Admin
Project Info*
Outcomes
- Course quality and met expectations
- Improve productivity with decrease emails
- Able to submit a billing exception request form
- Understand the benefits of the new process
Impact
NPS Score: Recommend required course to colleagues
%
Decreased email time
My Role
- Project manager
- Learning experience advisor
- Instructional designer
- Voice-over producer & editor
Challenge
Sabre Sales Operation team centralized all billing exception requests and routed them to the corresponding finance and sales executive via email. This manual request process did not allow for tracking and auditing purposes.
Solution
Automated the billing exception process by leveraging the existing internal request tool (SAP and ServiceNow platforms). Created, designed, and managed role-based training on this new request workflow.
Approach
- Became SME with role-based profiles and workflows
- Collaborated with SMEs to create and design learning programs and materials