Unilever and Nestlé Enhance Efficiency in Order-to-Cash with AI

Unilever and Nestlé are leveraging artificial intelligence (AI) to streamline their accounts receivable processes, significantly enhancing efficiency in the order-to-cash cycle. This shift is critical as businesses increasingly automate the steps between sales and payment, reducing manual intervention and speeding up cash flow. According to recent research from PYMNTS Intelligence in collaboration with JPMorgan, companies are automating an average of 73% of their accounts receivable processes, a notable increase from 55% the previous year.

Unilever's NOVA system exemplifies this trend, processing customer orders in approximately 90 seconds across 11 pilot markets, a substantial reduction from the previous 15 to 20 minutes. The system successfully automates 95% of orders in these markets, which is particularly significant given that Unilever manages around 20 million orders annually. Most of these orders are processed digitally, but about 2 million still come through various manual formats, such as emails and PDFs. NOVA addresses this challenge by deploying multiple AI agents to interpret incoming documents, extract order information, and handle exceptions, thereby minimizing the need for human intervention.

This automation not only accelerates order processing but also transforms the role of employees. Previously tasked with data entry, staff now focus on resolving exceptions and validating claims, allowing them to concentrate on higher-value activities. The implications for Unilever are profound, as this efficiency can lead to improved customer satisfaction and potentially lower operational costs.

Nestlé is also making strides in this area with its SAP Accounts Receivable Assistant, which enhances its collections process by prioritizing accounts based on risk and business context. As reported by Luca Dell’Orletta, Nestlé’s global head of IT innovation, the SAP transformation spans 140 countries and is designed to expedite collection actions and improve responsiveness from finance teams. The recent SAP product update outlines seven AI-driven receivables agents that tackle various aspects of account management, from analysis to dispute resolution.

The growing complexity of integration remains a challenge for many companies. A survey highlighted that 90% of CFOs identified integration complexity as a significant barrier to further automation, up from 67% the previous year. Nestlé's focus on consistent processes and reliable data aims to mitigate these challenges, enhancing decision-making in collections. However, the research indicates a concerning trend: only 38% of CFOs reported improvements in customer payment behavior, a marked decline from 73% in 2025. This suggests that while companies are accelerating their internal processes, external factors, such as customers seeking longer payment terms, are complicating cash flow dynamics.

The shift towards AI in accounts receivable processes signals a broader trend in the B2B landscape where efficiency and speed are paramount. As companies like Unilever and Nestlé adopt advanced technologies, competitors must also consider their automation strategies to remain competitive. The ability to process orders and manage collections swiftly will become a key differentiator in the market.

Looking ahead, businesses that invest in AI-driven solutions will likely gain a competitive edge, especially as customer expectations evolve. The focus on faster cash flow and improved collection processes will not only enhance operational efficiency but also influence customer relationships and overall financial health. Companies that can successfully navigate these changes will position themselves favorably in an increasingly automated and data-driven market.