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A global IT company strengthened its vendor relationships through improved quality of interactions and minimized operational costs.
A global IT services company provider 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 14 languages was challenging for the organization leading to poor vendor experiences. This had a negative impact on vendor satisfaction levels and 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.
EY Fabric AI Space, an enterprise artificial intelligence (AI) and automation platform, equipped the organization with new technology capabilities that helped in effectively managing a complex multi-vendor ecosystem. Built on advanced machine learning algorithms and AI models, EY Fabric AI Space offered a tailor-made suite of AI solutions and deployed an on-premise multi-channel, multi-lingual chatbot.
The solution comprised a robust AI engine, capable of interpreting the inputs received from different vendors and responding intelligently by interfacing with various other enterprise applications. The combined vision of the organization and EY teams was to create an AI-powered digital workforce that augments human input and creates a better user experience with minimal operating expenditures.
“We help businesses build their own automation capabilities to improve governance, reduce costs and help create long-term value. EY Fabric AI Space helped our client resolve vendor queries nonstop, resulting in a manual effort reduction and enhanced vendor experience.” Vijay Shankar – EY India Automation and Artificial Intelligence Leader; Partner, Business Consulting, Ernst & Young LLP
EY Fabric AI Space not only supported with end-to-end automation but also offered complete data privacy with on-premise installation.
Our Consulting approach to the adoption of AI and intelligent automation is human-centered, pragmatic, outcomes-focused and ethical.
The deployment of EY Fabric AI Space helped the IT multinational to:
The EY teams supported 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 Fabric AI Space, the IT services firm witnessed:
Enhanced interactions
vendors reached via automated interactions
Faster delivery
queries addressed on an average per day
Improved productivity
reduction in manual effort
Higher customer satisfaction
improvement of Net Promoter Score (NPS)
Leveraging EY Fabric AI Space empowered the IT global organization to master cost control, mitigate vendor-related risks, and deliver unparalleled client service, all while enriching the vendor experience.
It not only offered an automated vendor helpdesk to employees with minimal human effort but also provided the vendors easy and fully secure access to information related to payment advice, tax, and other key metrics.
Our Consulting approach to the adoption of AI and intelligent automation is human-centered, pragmatic, outcomes-focused and ethical.
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EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.
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About EY
EY is a global leader in assurance, consulting, strategy and transactions, and tax services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.
EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. For more information about our organization, please visit ey.com.
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This material has been prepared for general informational purposes only and is not intended to be relied upon as accounting, tax, or other professional advice. Please refer to your advisors for specific advice.
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