Upload
others
View
0
Download
0
Embed Size (px)
Citation preview
Community Intelligence:Improving Results Through the Power of Shared Data
Teleperformance
Wade Lyons Vice President Global Procurement
Coupa Software
Gabe PerezVP Asia Pacific
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 2©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 2
Community Intelligence - Improving Results Through the Power of Shared Data
Wade Lyons Vice President Global Procurement, Teleperformance
Gabe Perez, VP Asia Pacific
, Coupa Software
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 3
AGENDA
• Company Introductions
• Community Intelligence: The Future of Spend Management
– Understanding your supply base
– Where is the opportunity with suppliers for cost reduction, value and innovation
– Enablement for all size suppliers
• Teleperformance’s Spend Management Transformation Journey
– Landscape Pre Coupa
– The Journey from Selection to Go Live
– Measureable Result and how intelligence plays a part
– Plans for intelligence in the future
– Lessons learned
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 4
Teleperformance OverviewWe are the worldwide leader in outsourced omnichannel customer experience management.
40%
Interacting with more than
of the world`s population every year
233,000people
We are a team of
350facilities
76countries
Present in
160markets
Serving
265We provide service in
languages and dialects
Founded
1978
Contact Center
Face-to-face
4 decades of growth
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 5
World Class Organizations Choose Coupa
Coupa Overview
Coupa helps organizations maximize the value of every dollar they spend.
• Ensure Customer Success —98% Spend Under Management
• Focus on Results —$18B+ in Savings for Customers
• Strive for Excellence —92% Employee Satisfaction
Rated #1 By Top Analysts Partnered With Global Leaders
5
Company Overview
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 6
How many in the room have used or piloted any type of AI solution?
Poll Question
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 7
43%
32%27% 25%
18% 18% 16%
Advancedanalytics
Cognitivecomputing / AI
Internet of things RPA Social media /Collaboration
Mobile computing Cloud basedapplications /
SaaS
Exploring / piloting
% of procurement organizations currently piloting the technology
Source: 2017 Key Issues Study, The Hackett Group
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 8
The days of features and functionsare over
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 9
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 10
All have a significant place in changing humans roles
in business and life.
AIRobotics MLAugments us, does not fully replace us
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 11
Technology
Using AI at your company
Is greatUsing Community Intelligence (CI)
Is transformational
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 12
Technology
Community Intelligence is
Intelligence to the power of you
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 13
Artificial Intelligence
The capability of a machine to
imitate intelligent human behavior
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 14
Community Intelligence:
The application of AI to cross-
customer, normalized B2B big data to
yield real time, actionable, prescriptive
spend insights that decrease risk,
accelerate business decisions, and
reduce workload.
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 15
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 16
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 17
Community
IntelligenceListen Think
Prescribe
Listen Think
Prescribe
Smarter Over Time
Listen objectively to all information
Think using artificial intelligence
Prescribe instant solutions
How does Community Intelligence work?
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 18
Sourcing
Inventory Analytics
Procurement Suppliers
ExpensesInvoicing
Contracts Risk
18
Listen objectively to all information Listen
©2018 Coupa Software, Inc. – Confidential – All Rights Reserved
B2B BIG DATA
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 19
Think using artificial intelligence
Commodity iPad Mini
Commodity iPad Mini
Commodity iPad Mini
Supplied by Dear Bird Computers
Supplied by Dear Bird Computers
Supplied by Dear Bird Computers
Supplied by Dear Bird Computers
Supplied by Dear Bird Computers
Supplied by Dear Bird Computers
Commodity iPad Mini
Commodity iPad Mini
Commodity iPad Mini
Think
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 2020©2018 Coupa Software, Inc. – Confidential – All Rights Reserved
Prescribe instant solutions Prescribe
Risk Notification
High Risk Supplier
Identified.
Slide to view
!Savings Rate Declining
over the last 30 days
Slide to view
!Invoice Cycle times
increasing
Slide to view
!
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 21
Cloud native partners can only deliver community intelligence
Ability to Unify and Analyze Data
Vo
lum
e o
f S
pe
nd
Da
ta
Low High
High
Legacy Solutions
Siloed data, multiple code lines
Homegrown Solutions
Single company data, limited analytics
Cloud-Native Solutions
Normalized cloud data, one cloud
Analytics Solutions
Insufficient granular data
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 22
Example Community Intelligence Use Cases
Name Description
• Benchmarking & Operational Insights
• Real time benchmarks on operational metrics (eg. savings, efficiency, usage, etc) comparing your performance against community benchmarks with prescriptive actions to improve
• Prescriptive Business Risk
• Identify risky suppliers in real-time & prescriptively provide next steps to investigate & replace suppliers.
• Supplier Intelligence & Insights
• Find suppliers that supply specific commodities based on trustworthiness, ability to ship to different regions, ratings, certifications all while understand community risk ratings
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 23
How to execute…
Be agile: align to outcomes
move fast & iterate
Look for modern, "Born in the
Cloud” partners
The Power of You: ability to
access community intelligence
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 24
How do you benchmark yourself with your peers today?
– Discussions with peers in my industry
– Use analyst inquiries and reports/data?
– Conferences
– Other?
Poll Question
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 25©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 25
Teleperformance Spend Management Transformation Journey
Our Partnership, transformation journey how intelligence has played a key role
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 26
Teleperformance decided
it was time for a standard
global platform.
Organization• Extensive global footprint
• Regional oversight
• Policy enforcement varied by location
• Multi-language, multi-currency
Systems• 30+ procurement systems
• Stand-alone Contract Management system
• No system for supplier information
management
• No intelligence
Process• Managed locally
• Manual with no transparency
Landscape Pre Coupa
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 26
2013 2014 2014
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 27
The drivers for finding a new solution
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 27
• Non-integrated systems creating unnecessary work
• Inability to manage compliance
• Lack of transparency
• Requirement to provide visibility to the right people
(content restrictions approvals and workflows)
• Need to understand financial impact before the expenditure (budgets)
• Inability to track pricing and spend against contract
• Need to align with corporate strategy
• Catalyst for resource alignment
• Automate, eliminate and simplify
• Ease of use
• Need for intelligence
2014 20142013
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 28
Choosing the right supplier forour transformation
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 28
• ‘Future not features’
• Vision: integration, configuration not customization, compatibility, analytics, community
intelligence, AI, etc.
• Access – anywhere, anytime on any device
• Procurement Suite – Application with upstream modules
• Strong S2P player – Commitment to a fully integrated solution
• Relationship – Ability to establish partnership required for success
• Flexibility - Ability to deploy globally with local configuration
2014 20142014
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 29
• Where are you in using technology to transform your S2P Process?
– Done in the last 12 Months?
– Going to market (or in process of reviewing) options
– Not in current plans
– Implementing as we speak
Poll Question
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 30
Implementation approach
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 30
• Resource allocation
• Begin with regional deployment
• Targeted implementation of expanded functionality to build expertise
(Sourcing/Expenses/Contracts)
• Determined integration standard (IT support model, sFTP, API & ERP mapping)
• Training methodology
• Implementation timeline
• First deployment across 5 countries and 1 ERP integration
2014 201520132014
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 31
Expansion & Planning for the Future
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 31
• Continued deployment across 12 companies, 10 countries & 8 integrations
• Onboarding of Sourcing & Expenses to expanded environment
• Reporting and analytics development
• Strategy development for the rest of the world (incorporation of CPI)
• Planning of AI and automation vision
• Introduction to community intelligence
2014 2015 2016-17
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 32
Teleperformance Success Metrics
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 32
1,000 Sourcing
Events (Completed Spot-Bids, RFx)
Requisition
Approval Time <7
days
Expense Approval
Time <7 days
30% Catalog
Orders
Suppliers with
80% Spend = 15%
75% Expense
Audit Rate
6% Suppliers with 80%
Spend
1,104 Completed Events (March 11th; 2018 YTD)
Requisition Approval Time
of 6.82 days
Expense approval
time of 3.46 days
28.92% of Orders via
Catalog
100% Expense Audit Rate
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 33
Using Intelligence to Improve Requisition Approval Time
33
NEXT STEPS
Assign Task; or
Engage CSM/TAM for additional guidance
Track Progress
Adjust Accordingly
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 34
Using Intelligence to Improve Online Order Rate
34
NEXT STEPS
Assign Task; or
Engage CSM/TAM for additional guidance
Monitor
Adjust Accordingly
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 35
Community Intelligence = Intelligent Sourcing
35
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 36
Intelligent Opportunity Triggers
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 37
Visibility at Our Fingertips
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 38
• How does your team measure success for your technology deployment?
– Identified Savings
– Realized Savings
– Reduced Cycle Times
– Reduction of Paper
– Other
Poll Question
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 39
Results & Lessons Learned
RESULTS
• Demonstrable ability to improve performance
• Integrated information required for true intelligence
• Transparency and correction of non-compliant activities
• Sourcing
• Minimize effort by leveraging previous events
• Standardization and expedited process for repetitive activities
• Intelligent Procurement – any time, any place, any device
LESSONS LEARNED
Select a partner with a future, not features
Build for tomorrow; look beyond your current issues
Eliminate – Simplify - Automate
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 40
• Ongoing normalization of the supply base
• Supplier Information Management
• Centralized management
• Information entered by suppliers
• GDPR, CSR, qualification, etc.
• Expanding supplier risk management
• Moving beyond CPI
• Assess Risk Aware
• Fraud detection and management
• Early adopter of fraud detection solution
• Enhanced supplier/contract intelligence
• Intelligence beyond AI
– Community Intelligence & Prescriptive Data
The Future
©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 41©2017 Coupa Software, Inc. – Confidential – All Rights Reserved 41
THANK YOU
Wade Lyons Vice President Global
Procurement, Teleperformance
Gabe Perez
VP Asia Pacific
Twitter: @gabep237
Evaluation How-to:
▪ Your feedback drives
SIG Event content
▪ By signing and
submitting your
evaluation, you are
automatically entered
into a prize drawing
Why?
From the App
1. Select Sessions
2. Select Day
3. Select Session S15
4. Click on Clipboard Icon
How?
COMPLETE &
SUBMIT EVAL
Session # 15
Wade Lyons
Vice President Global Procurement
Teleperformance
Gabe Perez
VP Asia Pacific
Coupa
Twitter: @gabep237
Tweet: #SIGspring18
Download the App: sig.org/app
Community Intelligence: Improving Results
Through the Power of Shared Data
Have an idea or want to present?
If yes, please take a moment and submit your name and idea here:
www.sig.org/present