Project Snapshot

MTF Biologics: Customer Credit Authorizations

Who is MTF Biologics?

MTF Biologics (www.mtfbiologics.org) is a global nonprofit organization headquartered in Edison, New Jersey, has been dedicated to saving and healing lives for over 30 years. The organization focuses on honoring donated gifts, serving patients, and advancing scientific innovation across orthopedics, wound care, plastic, and reconstructive surgery.

MTF has been using the ISS Group (ISSG) Data-Driven Approval Routing and Workflow Technology for QAD ERP since 2014 for approving PO Requisitions and creating QAD Purchase Orders. MTF is currently operating QAD 2014EE in the QAD Cloud.

“By implementing the iApprove solution, we have achieved all of our stated objectives and for the first time ever, MTF has a completely empty Credit Queue!”

Tessa Bolton
Supervisor, Customer Service
Specialty Support

Challenge

Says Tessa Bolton Supervisor, Customer Service Specialty Support, “We had a laborious, multi-step process with a consistent backlog”.

Prior to implementing iApprove, MTF Biologics faced several inefficiencies in managing Credit Authorizations:

  • Requests were funneled through multiple departments, causing delays.
  • Credit tracking relied on large Excel sheets, requiring manual trend analysis.
  • Hard copies or Excel-based forms sent via email increased the risk of human error.
  • Turnaround times were lengthy, often taking several weeks.
  • Limited visibility and inconsistencies in the credit authorization process.
  • Sales representatives needed input on commission-related adjustments, which was difficult due to the existing manual process.

Solution

Due to MTF Biologics’ long-standing success with ISSG’s approval routing technology for their purchasing processes—leveraging iPurchase™ for purchase requisition management—they chose to implement iApprove™ to further enhance efficiency. This automated workflow solution was specifically designed to streamline and optimize the Credit Authorization process, addressing key inefficiencies.

Key objectives included:

    • Customized Forms: Standardized credit request forms with automated data import from QAD.
    • Multiple Submission Channels: Reduced customer contact dependency, facilitating “Credit at Point of Contact.”
    • Streamlined Approval Routing: Increased visibility, ensured accountability, and minimized delays.
    • Automated Transaction Processing: Credit memos automatically triggered within QAD, ensuring seamless traceability.
    • Real-Time Credit Management: Improved end-of-month tracking with full visibility in iApprove.
    • Expanded Reporting Capabilities: Enhanced tracking, monitoring, and auditing.
    • Batch Processing Efficiency: Nightly batch posting for accurate financial adjustments.
    • Automated Credit Memo Creation: Leveraged QAD mapping for error-free credit memo generation.

Results

The Bottom Line – Says Tessa, “By implementing the iApprove solution, we have achieved all of our stated objectives and for the first time ever, MTF has a completely empty Credit Queue!”

Since the Go-Live date on June 28, 2022, MTF Biologics has experienced significant improvements:

    • Increased Efficiency: 3000+ credits processed since implementation.
    • Enhanced Customer Experience: Faster resolution times and improved accuracy.
    • Reduction in Manual Steps: Eliminated redundant tasks, increased accuracy, and improved credit management.
    • Field Visibility & Approval: Allowed field representatives to approve credits directly.
    • Standardized Review Process: Ensured uniformity and compliance in credit authorizations.
    • Eliminated Credit Backlog: Successfully reduced backlog, streamlining operations.
    • Seamless Integration with QAD: Automated transaction triggers improved financial accuracy.
    • Optimized Resource Utilization: Reduced administrative workload, allowing employees to focus on higher-value tasks.
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