Consulting

A major IT services company was facing challenges to maintain relationships with its diverse network of over 15,000 vendors, resulting in non-adherence to service delivery agreements. Effective vendor management is key to reducing costs, driving service excellence and mitigating risks.

Since the vendors were spread across multiple regions, effectively addressing the large volume of queries in multiple languages was challenging for the organization leading to poor vendor experiences. This not only had a negative impact on vendor satisfaction levels but also resulted in several contracts with the same vendor or disparate transactions with multiple vendors. Such setbacks caused delays in project completion timelines with lower customer satisfaction levels.

EY was appointed to provide a scalable solution that could meet the rising demands of the organization’s complex supplier ecosystem and support in managing it effectively.

The deployment of EY ASpace helped the IT multinational to:

• Provided its vendors a choice of communication channels to have their queries addressed
• Drastically reduced the response time from several days to just a few minutes
• Enable secure vendor access through a multifactor authentication mechanism
• Save expenditure by eliminating the need to have a multi-lingual team to respond to vendors from various geographies

The EY team enabled the organization to implement a unified system capable of addressing any vendor query in a short span of time leading to a significantly improved vendor experience.

With the vendor management solution powered by EY ASpace, the IT services firm witnessed:

EY ASpace powered the organization to take appropriate measures for controlling costs, reducing potential risks related to vendors, ensuring excellent service deliverability while enhancing the overall vendor experience.

It not only offered an automated vendor helpdesk to employees with minimal human effort but also provided the vendors an easy but fully secure access to information related to payment advice, tax etc.