Challenges
- Service issues stemming from lack of real time insights and reporting capability
- Lack of coordination between Tesco and suppliers and inability to deploy supplier communication standards across the enterprise
- No unified view of communications between Tesco and suppliers
- Service escalation management problems
Solutions
- Talisma Email and Phone service management solution to automate and streamline Tesco’s Accounts Payable and Commercial Invoice Processing functions worldwide
- Auto acknowledgement for all new queries coming into the system and ability classify them for better analysis
- Talisma Analytics for measuring KPIs
Results
- Streamlined communication and better collaboration between Tesco accounts payable team and the supplier network
- Workflow automation leading to improved productivity and reduced response time
- Relevant checks and balances in place for consistent, accurate and standardised communication with the supplier network
- Increased visibility into day to day operations and better SLA compliance due to well defined escalation management matrix
- Real-time actionable insights for faster decision making