Knowledge is useless - unless you share it.

Improving experiences by sharing insight and creating transparency.

Conundrum: how can anything on an invoice be wrong if the agreement with the vendor allows just about anything? Moreover, if you’re using a managed service provider, how do you detect problems when you have little to no visibility into how those services are designed and delivered? We think this is an interesting problem, and one that can be solved. However, it requires decision makers to make a bit of an uncomfortable decision. Namely, that Read More
Generally speaking, whenever a vendor owns up to a service problem, they offer a concession in order to make up for it. Here’s the question – is what they offer you truly an appropriate fix, and does it really make things better for you? In the short-term? In the long-term? What may seem like a conciliatory gesture by your vendor may actually serve their needs more than it does yours. They are relying on the Read More
Has your provider designed their services to ensure that your needs are met before theirs? What mechanisms are in place to confirm that this is the case? We believe that service design should be focused on the customer and every single touch point that occurs with that customer. While providers focus on their services and products to please their customers – as they rightfully should – we see a fundamental gap in service design that Read More
For this post, we’re going to do another trip down the rabbit hole and talk about a problem for a specific set of customers. If you rent non-garment items like shop towels, bath towels, napkins and the like – items with rotating inventories – this is for you. We want to pull back the curtain a bit on how those inventories are determined, how they turn and how some imaginary numbers create an invoice that Read More
Procure-to-pay has come a long way in the past 10 years. Artificial intelligence and machine learning continue to be implemented at a rapid pace in organizations looking to get a competitive edge. The impact these technologies have on purchasing is significant, and we’re only starting to scratch the surface. From neural networks used in sourcing to RPA in payables, procurement teams continue to improve their efficiency and accuracy. That being said, we want to explore Read More
When is it too late to ask for invoice credits? A month later? Six months later? Two years? What if you didn’t even know that you were due such credits because you thought you had been billed accurately in the first place? In other words, can you ask for credit from a vendor because you’ve learned something new about how their invoice works? Okay, okay – leading questions… As you know, we are humbuggish when Read More
Managing indirect spend is difficult and tedious for many reasons. Do you manage to the line level, or do your systems limit you mostly to header data? Are you managing aggregated spend within acceptable deviations? Do you simply rely on your managed service provider to get it right (or mostly right) and let it ride because you simply have bigger fish to fry? The list goes on and it is long and it has been Read More