Charlton House x SAP Ariba
Improving Contract/Supplier Management processes through increased user efficiency and heightened data integrity on Nestle’s SAP Ariba platform with our strategic digital adoption tool of choice, WalkMe.
Increase in Data Integrity
Increase in Process Efficiency
Reduction in Support Tickets
Increase in User Happiness
The Challenge
Solving supplier management and onboarding headaches
SAP Ariba, the Procurement and Supply Chain collaboration system at Nestle, was operating at a suboptimal level due to a lack of data validation within the system and unclear processes for the end user to follow. As a result, Nestle was observing high volumes of users entering incorrect data, raising support tickets, or completely abandoning processes – ultimately resulting in delays to Supplier Onboarding and Contract Management processes, as well as poor quality reporting/ MI. An intervention was needed, and Charlton House had the solution.
The Solution
Appropriate guidance at the point of need, with enhanced field level validation
The Charlton House team built more than 60 WalkMe deployables, strategically placed across the system to ensure a more streamlined user experience with ‘point of need’ guidance to help users navigate processes from end to end. Data integrity was increased through leveraging automation to fill out forms and fields more accurately, and user efficiency was improved by eliminating empty clicks. Previously time-consuming, confusing and error prone processes were now simpler and feature adoption across the system was greatly improved.
As a result of the work of Charlton House, we’ve seen a big decrease in the turnaround time for contract signatures and an overall smoother experience for our Suppliers over the past six months – which is really important to us at Nestle.
We’ve seen a 250% increase in user interactions in critical fields, which means users are now inputting into Ariba ‘right first time’ data, translating into a big reduction in downstream support tickets.
Not only are team members now completing the processes faster and more accurately – but they’re also enjoying the tool more; our NPS scores for SAP Ariba have jumped 63% since Charlton House deployed WalkMe.