• Manual management of obligations by over-stressed onsite CCMs
    • No centralized obligation repository
    • Missing contractual obligations
    • Incurrence of penalties
    • Under/ over performance of contractual obligations
    • Revenue leakage
    • Client dissatisfaction


    • Introduced automated management of obligations via tool
    • Mentored third-party service provider on obligation management process
    • Worked with onsite CCMs to enforce importance and usage of OMS services tool
    • Ensured all critical contracts were input into the tool allowing automated obligation management
    • Trained and spread awareness of importance of performing obligations


    • Automated management of obligations
    • Availability of time with CCMs to focus on high-priority activities
    • Reduction in revenue leakage
    • Well managed contracts, effective change control
    • Improved revenue assurance
    • Industry statistics- 10% of ACV reduction in revenue leakage and 100% improvement in obligation compliance


RESULTS: Over $90 million per year reduction in revenue leakage

Nancy Nelson

Nancy Nelson