01The money is safe, just invisible
Let us be clear first: no money was lost or taken. Collectors did their jobs and deposited what they collected.
The problem was the time gap. While cash was still with the collector and not recorded anywhere, nobody, including the owner, knew how much there was. The company’s money was out of sight, not out of control.
02Root causeCollections ran on memory
There was no collection schedule. The principle was very human: if you happen to pass by, collect. For customers on the daily route, that worked. For everyone else, it didn’t.
When we traced it, some customers were months past due and had never been visited once. Not because they refused to pay, but because nobody knew they hadn’t been asked.
This was the most expensive part: receivables held up not by difficult customers, but because nobody was reminded.
03Dozens of accounts, no single picture
Cash was spread across many bank accounts in several legal entities. Each could be viewed on its own, but no single screen showed them all.
The consolidated picture was assembled by hand by a staff member with other duties, taking about two days each time.