A global leader in pharmaceuticals Unifies Liaisons, Sales & Customers on a Single Reconciliation Platform, Boosting Operational Efficiency by 70%

The Objective

To digitize and streamline the liaison-driven institutional reconciliation process by replacing manual email-based coordination with real-time automation.

The Background

A global pharmaceutical leader with a large institutional and government customer network in India faced unique reconciliation challenges, particularly with government buyers — no sharing of Payment Advice, absence of VRNs, and payments routed through central accounts with limited traceability.

To manage this complexity, the organization relied heavily on third-party liaisons who manually tracked payments, extracted payment advice details, and coordinated between government customers and internal finance teams. As transaction volumes increased, this manual, Excel- and email-driven process became slow, error-prone, and increasingly difficult to manage.

The Numbers

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Real-Time Visibility

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Reduction in Unidentified Payments

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Increase in reconciliation efficiency

The Challenge

The organization’s institutional receivables process relied entirely on manual coordination between customers, liaisons, sales teams, and the AR department. This led to:

01 Identifying Buyers Was Difficult Due to Centralised Payments Without VRNs

Government entities frequently paid without sharing proper references or Payment Advice (PA), making it extremely difficult to match payments to invoices.

02 Heavy Manual Dependency on Liaisons

Liaisons were required to share payment details in a standard format, but they usually received PA information verbally. Capturing this manually, noting it down, and then converting it into the organization’s prescribed format made the process slow, inconsistent, and prone to errors.

03 Lack of Real-Time Visibility for Liaisons

Liaisons had no live view of:
Payments received for their customers
Outstanding invoices
Ageing buckets
Reconciliation status

This resulted in delays, escalations, and repeated dependency on internal finance teams.

04 Complex Manual Multi-Dimensional Mapping

Each government buyer was mapped to multiple Liaisons based on region, product line, and business unit.
A single invoice could even belong to several Liaisons due to multi-line product combinations.
Manual mapping led to:
Data leakage risks
Incorrect visibility
Misreporting

05 Sales & Finance Depended on Manual Approvals

Without a system-driven workflow, approving or rejecting liaison-submitted data required extensive email coordination and follow-ups.

06 Commission Reporting Was Inaccurate & Prone to Fraud

Liaisons self-reported commissions based on claimed collections. This exposed the organization to:
Over-reporting
Revenue leakage
Fraud instances
Long settlement cycles

Our Solution

Global PayEX implemented its Institutional Entity Reconciliation Platform, enabling this pharmaceutical leader to automate reconciliation, drive transparency, and streamline cross-functional workflows.

01 Automated Payer Identification Using Buyer Directory

Government entities often pay without valid identifiers.
PayEX delivered automated payer mapping through a proprietary Buyer Directory, enabling automated identification and mapping of incoming payments to the correct government buyer.

02 Simplified Payment Advice Capture for Liaisons

Liaisons were provided with a dedicated PayEX app to input Payment Advice details digitally.
This eliminated:
Manual extraction
Excel-based consolidation
Email back-and-forth
A process that previously took hours was reduced to a few clicks.

03 Liaison Portal for Real-Time Visibility

Liaisons were enabled with a login to:
View payments received from their respective government customers
Access real-time outstanding invoice data
Match payments against invoices instantly
This eliminated back-and-forth with the internal finance team

04 Multi-Dimensional Mapping Logic

PayEX handled the complex mapping between:
Multiple Liaisons
Buyer codes
Product lines
Regions
Each liaison saw only the relevant invoices and outstanding data — ensuring accuracy, transparency, and zero data leakage.

05 Approval Workflow for Sales & Finance

Custom screens were built for Sales and Finance to review, approve, or reject Payment Advice entries submitted by Liaisons. This strengthened governance and internal controls.

06 Automated Liaison Commission Computation

Commission processing was fully automated, ensuring:
Accurate payout based on actual reconciled collections
Elimination of over-claims
Transparent, auditable workflows
Significant fraud reduction

The Results

With PayEX’s automated reconciliation framework, the organization moved from a manual, email- and Excel-driven process to a streamlined, real-time digital workflow.

Reconciliation is now faster and more accurate, supported by automated payer identification and structured payment-advice capture.

Liaisons, sales, and finance teams have a single source of truth for payments, outstanding invoices, disputes, and commissions, reducing operational effort and eliminating data leakage. Automated approvals and commission computation have strengthened governance and improved transparency, enabling the organization to manage government collections with significantly greater efficiency and control.

“A highly adaptable solution that has transformed the way we do business”

We have been using FreePay since 2017 and the improvement and efficiency it has brought in our collections and account receivables management has been remarkable.

FreePay has helped deliver electronic invoices to our Channel Partners in real time, process payments with all our business terms plugged in and taken care of our end-to-end customer account reconciliation.

Our Channel Partners have also been very appreciative of introducing FreePay to them especially for its feature capabilities, ease of use, transparency and customer support, without adding any cost to them.

Joseph Selvakumar , Vice President – Commercial ,

V-Guard Industries Ltd.

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0%

Reduction in Manual Efforts

A global leader in pharmaceuticals Unifies Liaisons, Sales & Customers on a Single Reconciliation Platform, Boosting Operational Efficiency by 70%