Case Study
How AI helped a major IT company to
improve its vendor interaction experience
A global IT company strengthened its vendor relationships through improved quality
of interactions and minimized operational costs.
1. Better question
2. Better answer
3. Better working world
How EY can help
1
The better the question
How can AI streamline vendor management to add value for your
business?
Vendor management receives a technology transformation with AI.
Aglobal 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.
2
The better the answer
Providing an AI-enabled interactive experience
EY teams developed an agile vendor management solution on EY Fabric AI Space to
respond to vendor queries on a real-time basis.
How EY can help
Artificial intelligence consulting services
Our Consulting approach to the adoption of AI and intelligent automation is human-
centered, pragmatic, outcomes-focused and ethical.
Read more
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.
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
The deployment of EY Fabric AI Space helped the IT multinational to:
Provide its vendors a choice of
communication channels to have their
queries addressed.
Drastically reduce the response time
from several days to just a few
minutes.
Support 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 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.
3
The better the world works
A smart experience that is better for vendors and the business
Deployment of EY Fabric AI Space resulted in an improved vendor experience score
and reduction in manual effort.
With the vendor management solution powered by EY Fabric AI Space, the IT
services firm witnessed:
Enhanced interactions
00000+
vendors reached via automated interactions
Faster delivery
0000+
queries addressed on an average per day
Improved productivity
00%
reduction in manual effort
Higher customer satisfaction
00%
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.
