Northwind Freight cut invoice disputes by 71% in one quarter
71%
@@ -165,39 +31,40 @@ body{padding:var(--s5) var(--s4) var(--s8);font-size:.9375rem;line-height:1.5} -“We never had a disputes problem. We had a problem where nobody could see the weight - ticket and the invoice at the same time.”-
| Metric | Before | After | -Change |
|---|---|---|---|
| Metric | Before | After | +Change |
| Invoices disputed | 19.4% | -5.6% | -−71% |
| Clerk hours spent on disputes | 854 / mo | -179 / mo | -−79% |
| Days sales outstanding | 61 days | -43 days | -−30% |
| Time to resolve one dispute | 22 min | -16 min | -−27% |
| Unrecovered accessorial write-offs | $310K / yr | -$88K / yr | -−72% |
| Invoices disputed | 19.4% | +5.6% | +−71% |
| Clerk hours spent on disputes | 854 / mo | +179 / mo | +−79% |
| Days sales outstanding | 61 days | +43 days | +−30% |
| Time to resolve one dispute | 22 min | +16 min | +−27% |
| Unrecovered accessorial write-offs | $310K / yr | +$88K / yr | +−72% |
| Bars show the after figure as a share of the before figure — + | |||
| Bars show the after figure as a share of the before figure — shorter is better. Every row is pulled from Northwind's TMS and billing ledger, not from our own telemetry. | |||
Two branches still run a manual accessorial log and are excluded from the figures.
+ + +“We never had a disputes problem. We had a problem where nobody could see the weight + ticket and the invoice at the same time.”+
The first fortnight was bad. The hold threshold shipped at $10, which held 31% of all invoices and made the queue worse than the disputes had been. Raising it to $25 on 23 March dropped holds to 7% and is the single change that made the numbers above possible.
-Two branches still run a manual accessorial log and are excluded from the figures.
-“The first month I kept refreshing the dispute queue because I assumed it was broken.”@@ -254,6 +120,6 @@ body{padding:var(--s5) var(--s4) var(--s8);font-size:.9375rem;line-height:1.5} 2026; the comparison quarter is April–June 2026. Two of twenty-two branches are excluded. Published with permission. -