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Fulfillment Services
The end-to-end process begins with management of Customer Credit & Sales orders and ends with the Collections & application of Customer payments i.e. Invoice to Cash
Our comprehensive process flow – from Invoice to Cash – is designed by industry experts to validate compliance and resolution.
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> $30 MN
Unique
Cash applications payments handled
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129k
Order processing Print, online & package order
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30k
Customer support All communication - email, phone, tickets
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178k
Renewals / Label Run / Despatch
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> $558 MN
Cash applications payments handled
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>427k
Order processing Print, online & package order
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<10k
Unidentified payments (suspense a/c)
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>79k
Customer support
All communication – email, phone, tickets -
>413k
Renewals / Label Run / Despatch
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<25K
Unapplied Cash (monthly)
Features
Customer Payments/ Cash Application |
HighWire’s Fulfillment Service includes Accounts Receivable Management (ARM) to match a customer’s payment to corresponding invoice in the seller’s AR ledger. | |
Reporting – Financial / Circulation | HighWire provides clients with an overview of their financial status by communicating financial activities and performance over specific time periods. | |
Order Management/ Master Data (Cancellation/ Refund) | HighWire’s order management starts the moment an order is placed and concludes only after the customer has received their package, ensuring end-to-end customer satisfaction. | |
Invoicing (Debit/Credit/ Proforma) | HighWire’s invoicing provides clients all pertinent information, such as products/services costs, descriptions, and payment terms, allowing for seamless, hassle-free transaction between buyer and seller. | |
Customer Service/ Lapser Chasing |
Efficient lapser chasing is achieved by skillfully coordinating tasks across multiple teams to resolve issues promptly at every stage. | |
Credit Control/ Receivables / Payables |
HighWire takes proactive measures to ensure timely payment collection via reminder letters, emails, phone calls, and other appropriate channels when payments become overdue towards invoices issued. | |
Credit Card Processing (CyberSource, Worldpay) | HighWire ensures secure real-time payment processing for clients through trusted 3rd-party gateways, allowing for instant payment blocking and debit on customer credit cards in a PCI-DSS compliant environment. | |
Renewal Reminders & Returns Management | HighWire manages these needs by sending timely email notices prior to expiration and managing undelivered shipments in the best interest of publishers. | |
Label Run & Despatch Instructions |
HighWire uses system-driven processes to generate soft copies of mailing labels for physical distribution, simplifying the instruction preparation process thus ensuring timely delivery. | |
Reconciliation | An expert team matches transactions against monthly statements to identify discrepancies, ensuring that internal cash register balances align with the corresponding bank statements. | |
Dashboards | Comprehensive reports and metrics to monitor business performance, identify correlations between reports, and perform health checks on multiple metrics simultaneously. |
Multi-Industry Teams Handling Varied Domains
HighWire’s domain knowledge extends to multiple industries and functions. Employees from diverse backgrounds lend the Service offering ‘advantage’ across a broader spectrum of businesses
Consumer Packaged Goods |
Pharmaceuticals |
Insurance |
Banking |
Infrastructure Automation |
Process Excellence |
Special Projects |
Accounts Receivable/Payable |
Intercompany and General Accounting |
Collections / Deductions Master Data and Contract Management |
Operational Excellence is a way of life at HighWire
62%Trained and tested on lean six sigma |
2 – 3%Higher SLA delivery than contracted on average, when leveraging HighWire’s governance model |
43%Issue resolution time reduction using ALERT functionality |
30%Bandwidth investment (LDC) in driving business outcome projects with value share under the transformation roadmap |
4xLess attrition on accounts leveraging EWS methodology |
Key Benefits
Secure Processes comply with PCl-DSS, ISO,SOX, and GDPR | Tailored governance playbook for optimal organizational and business alignment |
Expert IPteam reduces hand-offs for market leaders | On-site & Remote transitions follow 3-stage gate process: Define/Design,Transfer, Run |
Sponsorship ensures CXO alignment for program success | Global delivery model for all-weather operations i.e. aid different time zones |
How do you earn 'Gain Share'
Collections
Cash Collection ensures business growth and our Teams help to get Your customers pay in time with the right tracking systems in place besides providing forecasting reports of DSO and DDSO |
Recovery/3rd party Collections
Aged Invoices Customers need to be flagged, and their credit put on hold. Our Teams review this periodically to update bad debt forecasts and undertake rigorous collections for minimum due or Restructuring towards final settlement |
Dispute resolution
Effective resolution helps businesses with cash flow. Our Teams identify and communicate with customers to resolve disputes where there is denial to pay the invoice and/or deductions taken by customers over remittances |
Carrying Overdue Accounts Receivable has a cost that can put you on a Cash flow tightrope
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Case Studies
Email Traffic
Find out how the HighWire team worked to alleviate related problems caused by email traffic
Read More →
Undelivered Returns
Read to know more about one of the most common problems that plague publishers and how the HighWire teams created Business Impact
Read More →
What Our Customers Have to Say
Here in the US we are celebrating Random Acts of Kindness Week
I just wanted to let you all know I so appreciate working with you all;
you are a great team!
Dava Silvia
Order Fulfillment Assistant
MIT Press
20 February 2024
Thanks so much!
I hear everything is going great and your team is very responsive. Thank you.
American Physiological Society
Stacey Burke Publications Director – Open Access Transformation, Digital & Marketing Engagement
18 January 2024
Just wanted to take a minute, and applaud, as well as thank you all, for your continuous, timely support !!
You are all, very much appreciated !!
We’re a Great Team!!
I’m happy to have you all as members!!!
*Keep on Rockin’ it !!*
Carol Baker – Wolters Kluwer
Vendor Invoicing Accounts Payable
23 October 2023
Thanks so much, I appreciate your time and help with everything!
MPS seems very organized, from what I can tell, and it’s great to hear you’re double checking 2021-22 subscription data😊
Thanks to you All ~
Dan – Rockefeller University Press
7 September 2023
I thought I’d feedback some appreciation from one of our account manager, Jo Cook.
I had a long conversation with her this morning and during the call she mentioned to me how happy she is with Novini Muivah. That Novini is punctual and is a real joy to working with, always very helpful when ever Jo has a query.
@ Novini – really much appreciated and thank you
Jurgens van Niekerk – Royal Pharmaceutical Press
FCCA Operations Manager
27 April 2023
I am very pleased with MPS’ performance throughout this renewal season. This has led to a much smoother renewal process for both CSP and our customers.
It is clear that you and your team have put great effort into updating your processes and that attention to detail has been taken.
I would like to extend my utmost gratitude to both you and your team for your hard work and dedication.
Alyssa Smeltzer – CSP
Director, Sales Operations
24 March 2023