Community Intelligence - assets.sig.org• Community Intelligence: The Future of Spend Management – Understanding your supply base – Where is the opportunity with suppliers for

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


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


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


How many in the room have used or piloted any type of AI solution?

Poll Question


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


The days of features and functionsare over



All have a significant place in changing humans roles

in business and life.

AIRobotics MLAugments us, does not fully replace us


Technology

Using AI at your company

Is greatUsing Community Intelligence (CI)

Is transformational


Technology

Community Intelligence is

Intelligence to the power of you


Artificial Intelligence

The capability of a machine to

imitate intelligent human behavior


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.




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?


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


Think using artificial intelligence

Commodity iPad Mini

Commodity iPad Mini

Commodity iPad Mini

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

!


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


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


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


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


Teleperformance Spend Management Transformation Journey

Our Partnership, transformation journey how intelligence has played a key role


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


2013 2014 2014


The drivers for finding a new solution


• 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


Choosing the right supplier forour transformation


• ‘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


• 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


Implementation approach


• 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


Expansion & Planning for the Future


• 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


Teleperformance Success Metrics


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


Using Intelligence to Improve Requisition Approval Time

33

NEXT STEPS

Assign Task; or

Engage CSM/TAM for additional guidance

Track Progress

Adjust Accordingly


Using Intelligence to Improve Online Order Rate

34

NEXT STEPS

Assign Task; or

Engage CSM/TAM for additional guidance

Monitor

Adjust Accordingly


Community Intelligence = Intelligent Sourcing

35


Intelligent Opportunity Triggers


Visibility at Our Fingertips


• How does your team measure success for your technology deployment?

– Identified Savings

– Realized Savings

– Reduced Cycle Times

– Reduction of Paper

– Other

Poll Question


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


• 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


THANK YOU

Wade Lyons Vice President Global

Procurement, Teleperformance

[email protected]

Gabe Perez

VP Asia Pacific

[email protected]

Twitter: @gabep237

mailto:[email protected]

mailto:[email protected]

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Wade Lyons

Vice President Global Procurement

Teleperformance

[email protected]

Gabe Perez

VP Asia Pacific

Coupa

[email protected]

Twitter: @gabep237

Tweet: #SIGspring18

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Community Intelligence: Improving Results

Through the Power of Shared Data

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Community Intelligence - assets.sig.org• Community Intelligence: The Future of Spend Management – Understanding your supply base – Where is the opportunity with suppliers for