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Case Study

Driving Predictable Cash Flow Through Structured
Early-Stage Collections
GLS Overview

Overview 

GLS US is a regional parcel delivery carrier operating across the Western United States, providing ground and priority shipping services for business and e-commerce customers. As part of the global GLS Group network, GLS US connects domestic operations to a broader international logistics infrastructure spanning North America and Europe.

With a large and growing customer base, GLS US manages significant accounts receivable (AR) volume where consistent collections execution is critical to maintaining healthy cash flow. Prior to partnering with The DDC Group, GLS US operated with Days Sales Outstanding (DSO) in the mid-30s, reaching as high as 35.

As receivables scaled, GLS US sought a more structured approach to early-stage collections. One that could improve payment timelines, reduce aging exposure, and limit reliance on third-party collections without expanding internal teams.

By December 2025, GLS US reduced DSO to 24—recognized internally as world-class performance and praised by senior leadership globally.

The Challenge

Improve Cash Flow Without Increasing Complexity

GLS US faced a set of challenges common to high-volume parcel billing environments:

  • Aging receivables were putting increasing pressure on working capital
  • Payment delays were driven by missing invoices, documentation gaps, and unresolved billing inquiries
  • Collections follow-up lacked consistency across accounts
  • Sales and internal teams were burdened with non-core collections tasks
  • Sales and internal teams were burdened with routine invoicing and follow-up tasks
  • Escalations to third-party collections increased cost and reduced control

GLS US needed to improve collections performance earlier in the cycle, resolving issues before invoices aged without introducing new systems or adding headcount.
The Solution

Embedded, Early-Stage Collections Execution

GLS US partnered with The DDC Group to implement a structured collections support model focused on early engagement and operational consistency.  

Rather than acting as an external vendor, DDC operated as an extension of GLS US’s finance team aligning to existing systems, workflows, and governance standards.  

The approach focused on resolving the root causes of delayed payments before escalation: 

  • Proactive outreach on outstanding balances
  • Rapid re-issuance of missing or misdirected invoices
  • Identification and triage of invoice disputes to internal teams
  • Structured, account-level follow-up cadence

This model enabled GLS US to intervene earlier in the collections cycle, improving payment timelines while maintaining control over customer relationships and internal processes. 
Solution Highlights

Driving Consistency, Control, and Early Resolution
1

Early Engagement

Initiates collections activity before balances age unnecessarily

2

Faster Issue Resolution

Addresses invoice and documentation gaps quickly

3

Structured Follow-Up

Standardized cadence across all assigned accounts

4

Embedded Delivery Model

Operates within GLS US workflows and systems

5

Sales Team Enablement

Removes administrative burden from revenue-generating teams

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The Result

Measurable Improvement in Cash Flow Performance 

The structured collections approach delivered clear, sustained impact: 

  • DSO reduced from mid-30s to 24
  • Significant reduction in 90+ day aging exposure, lowering risk and improving liquidity
  • Reduced reliance on third-party collections, decreasing cost and administrative burden
  • Greater consistency and predictability across collections operations

This performance was formally recognized by GLS leadership across both U.S. and European teams. 
The DDC Group | AR Collections | GLS-US Quote
The Outcome

A More Predictable, Scalable, and Cost-Effective Collections Model
right-image

By partnering with The DDC Group, GLS US transformed collections from a reactive, inconsistent process into a disciplined, early-stage execution model. 

The organization gained greater control over receivables, improved cash flow predictability, and reduced operational burden without increasing headcount or introducing new technology. 

Collections operations are now driven by structured workflows, proactive engagement, and consistent follow-through, enabling GLS US to sustain performance at scale while supporting continued business growth.
“The DSO for December closed at 24, which is truly world-class performance. The GLS leadership team has been praising these results across the organization, including recognition at the senior leadership level in Europe. This level of performance reflects consistency, discipline, and strong execution.”

— Teri Jenkins, Billing Manager, GLS US
Key Takeaways

Early Action Drives Cash Flow Performance

1. cash realization

Many payment delays are driven by process gaps, not customer intent.

2. billing accuracy

Early-stage collections execution has the greatest impact on reducing DSO.

3. Improved working capital

Structured follow-up improves predictability, control, and customer experience.

4. Lower operating costs via automation

Embedded support models deliver results without adding headcount or new technology.
Cash flow doesn’t improve at the point of escalation; it improves at the point of early action.

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