How can clients use automation to improve their dispute resolution procedures in customer service offices?

In order to maintain your company’s liquidity and lower the days sales outstanding (DSO) of your receivables and payment defaults, dispute management is a crucial part of your integrated order-to-cash process. You can more effectively handle customer complaints with lean solutions, which also improves your ability to meet net payment deadlines. This ensures dependable liquidity to fund your company’s activities.

The majority of businesses, however, carry out this procedure manually with significant labour input and intricate departmental alignments: Customers submit claims by phone or email, and the corresponding clerks start the subsequent procedures by establishing dispute cases. The ensuing alignments and follow-up tasks with the sales or delivery accountable are carried out manually, occasionally without any traceability or documentation. A process example for today’s procedures in the event of a damaged product at the client location is shown in Figure 1.

Figure 1: New credit memos manual E2E process

Using SAP Conversational AI and SAP Intelligent RPA, there is potential for automation.

In the scenario that is being provided, there is a great deal of opportunity for automation by means of clever solutions. The procedure begins when the consumer logs in to a specific company portal, where they submit complaints with all pertinent information via a chatbot. The request causes your SAP S/4HANA system to create the appropriate dispute case. This drastically cuts down on the time needed for phone or email customer conversations. Your receivables clerks receive an automated notification in the second phase, engage in immediate conversation with the chatbot about the specifics of the customer disagreement, and immediately evaluate the main reason. Once the supplier has returned the damaged goods, your clerks decide to issue a credit memo. Again, the entire procedure is automated, and before the credit memo is generated, the clerk only needs to provide the transaction’s specifics. The customer’s incoming payment and the closing of the open item for the customer mark the conclusion of our example. The matching procedure from the bank statement can be supported for this using the SAP Cash Application.

Figure 2: Conversational AI and SAP Intelligent RPA in an Automated E2E Process

Video of the Solution’s Demonstration



In conclusion, your receivables management department can do the following thanks to the integration of Conversational AI and SAP Intelligent RPA Services:

  • Enabling staff to carry out more valuable duties for the business
  • Enable direct customer engagement without the involvement of labour, resulting in the creation of dispute cases for customer claims automatically in your SAP S/4HANA environment (Less amount of customer contacts)
  • Minimise manual labour
  • Minimise days-sales-unpaid and quickly record working capital (DSO)
  • Lessen your reliance on highly skilled, “essential” staff when handling disagreements
  • Across the whole issue spectrum, processes should be streamlined and simplified.
  • Improve customer connections by more effectively resolving concerns

The technical blog post covers the technical information and integration scenarios between SAP S/4HANA, SAP Conversational AI, and SAP Intelligent RPA.

This blog article discussed two automation options and provided an illustration of how new technology can be integrated. Deloitte and SAP are prepared to provide a solution specifically for your company’s requirements. SAP Conversational AI and SAP Intelligent RPA are merely two examples for intelligent solutions. You may also want to consider using SAP AI Business Services using artificial intelligence.

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