10 Tips for Providing Top Customer Service to Your Vendors

10 Tips for Providing Top Customer Service to Your Vendors

When it comes to vendor relationships, it’s not always about paying the invoices correctly and on time.

It is vital to build relationships with vendors. Following are some tips for providing best-in-class service to your vendors:

  • When an inquiry has been made either by phone or email, respond to vendors promptly. Set a policy within your AP department to respond within xx hours and stick to it. Strive to respond to all vendor inquiries the same day, even if just to say you are working on the problem.
  • Contact vendors if payment is going to be late. If there is a problem processing an invoice or getting approval and causing the payment to be delayed, let the vendor know up front and tell them when they can expect payment. This helps build the vendor’s trust and confidence in the AP department and your organization and can help to avoid credit holds or holds on needed inventory, etc.
  • Hire people with not only AP skillsets, but also customer service and communication skills. Improving the level of communication in AP can make the daily tasks go more smoothly, as well as raise the perception of AP staffers and their capabilities. And, building AP’s perception and reputation as a business partner and not just a costly back-end operation is important, so anything that helps increase the esteem is a good thing. Look for people who can understand multiple sides of an issue, who demonstrate problem-solving skills and who keep calm under pressure. Train them on how to diffuse tense situations.
  • Meet with your team regularly and discuss customer complaints that come up regarding payment problems. You always want to know what the problems are so you can fix them. It’s a good opportunity for managers to stress the importance of good vendor relationships.
  • Develop welcome packets for new vendors. Include a letter that says, Welcome to Widgets R Us. We are looking forward to working with you and to having a mutually beneficial business relationship. You can also include a W-9 and contact phone numbers for AP. Set expectations, i.e., you can expect your invoices to be paid within xx days from invoice date. Let your vendors know where they should send invoices — to AP, procurement or other.
  • Be consistent. When interacting with AP’s customers, it is important to have rules or standards and be consistent with them.
  • Collaborate with vendors. If there is a problem with the invoice, let your vendors know right away. For example, if your company’s order arrives and you find that the vendor did not send the correct quantities, some organizations will automatically short pay the invoice as a matter of policy. Short paying without explanation can create confusion for your vendors. It can also damage vendor relationships. Studies show that on average 5% of invoices are blocked or put on hold, and of those, less than one quarter are because of a vendor dispute.
  • Maintain metrics on vendor and in-house inquiries. According to a TAPN survey, 89% of AP departments do not track the amount of time AP staff spend dealing with invoice inquiries. As with any metric, tracking dispute resolution time is enough to make the team want to improve it.
  • Vendor inquiry/customer service automation can be your ally. Vendor self-service portals allow your vendors and internal customers to access invoice status via the web. Vendor portals cut down on frontline calls and make it easier to resolve issues when vendors do call because vendors can do research before they call. Vendor self-service portals help solve many vendor issues, leaving AP staff to address difficult disputes. No longer dealing with 80% of the inquiries that ask if payment has been made, the AP team can focus on the 20% of inquiries that are real problems. Or, best yet, deal with other more value-added tasks such as spend analysis and dynamic discounting.
  • Make friends with procurement — they have the vendor data and the relationships.

To see how InvoiceInfo’s self-service solutions can benefit your operations and your company click here to request more information or call (678) 335-5735.

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Stop Calls and Emails, Enhance
Service and Increase Profit!

InvoiceInfo saves labor hours and cost by helping suppliers and internal staff easily and instantly get answers online to their invoice-payment questions.

If you are like many finance leaders today, you are being challenged to reduce costs more quickly. InvoiceInfo delivers real bottom-line results almost immediately, allowing you to deploy your customer service staff to focus on more productive, bottom-line oriented tasks.

Let us show you how InvoiceInfo's vendor self-service portal can help your organization eliminate invoice inquiry emails and calls while enhancing service to your accounts payable customers.


Get Up and Running Quickly and Seamlessly

InvoiceInfo and VendorInfo are standalone applications that can be up and running in as little as two weeks, with little or no IT resources required.

The faster your online portal is up and running, the sooner you will start reaping the benefits. InvoiceInfo and VendorInfo are dedicated solely to helping AP and procurement departments slash the time and expense of servicing vendors, while improving customer service for their suppliers.

InvoiceInfo and VendorInfo are simple solutions with big results. They are easy to implement and easy to use. Here’s how one customer described the process: “You give vendors a URL, provide instructions about what they need to know and tell them to go use it.” It really is that easy.


Improve Productivity with a Self-Service Solution

For most organizations, deploying a technology solution is a significant investment, and like most investments, the decision point ultimately comes down to the expected return on that investment.

According to a recent benchmark study by The Accounts Payable Network, 60% of AP customer service calls are from vendors while 40% are from internal customers. Vendor issues actually make up even more of the AP call volume than the 60% identified. Many times when a vendor has an issue, the vendor contacts their buyer or purchasing representative, who in turn contacts AP. Even though the call comes from an internal customer, the question originated with the vendor.

Vendor calls affect productivity in your organization exponentially. When vendors call the requisitioner, they are affecting that person’s productivity. Your internal customer’s productivity shrinks when fielding the vendor’s call and again when making the follow up call to AP and getting back to the vendor. Finally, AP’s productivity suffers as a result of the internal customer’s call, the payment status research and the follow-up communication.

With a minimal investment of IT time and talent, you can start reducing customer service calls and expense in a matter of weeks. In addition, you improve vendor relations since you are giving your vendors what they want — answers to their questions immediately — a win-win for everyone involved!


Easy and Economical Solution to Serve Vendors Around the World

InvoiceInfo can help you provide best-in-class customer service to your vendors around the world at a fraction of the cost.

Many organizations today have offices and operations throughout the world and are dealing with many time zones, different languages, and in some cases multiple ERP systems. InvoiceInfo currently supports different languages and can easily work with multiple ERP systems in different locations.

The key to good customer service is to provide the information that the customer wants when they want it. Whether your customer is a vendor waiting for a payment or a colleague that needs information on payment status, they want their information right away. If your organization has vendors and offices in other countries, they can be challenging and expensive to serve. But, with InvoiceInfo, your international vendors and internal customers can access the information they need when they need it.

With InvoiceInfo, you won’t have to staff your customer service team with 24-hour coverage in multiple languages to provide high-quality customer service around the world.


Enhance AP’s Role As a Strategic Partner

Learn how InvoiceInfo can help AP do more with less while continuously improving productivity and bottom-line results.

Many automation technologies such as scanning, workflow, e-invoicing, ACH, and electronic invoicing require significant investments of money, time and talent, making it difficult to get buy-in from upper management. Not InvoiceInfo!

If your goal for your AP department is to reduce costs quickly, call or email us today to learn more about how InvoiceInfo can help you achieve this goal through a quick, inexpensive and easy implementation of a vendor self-service portal.


Enhance Vendor Relationships

InvoiceInfo helps suppliers’ AR departments with simple and convenient access to invoice payment status online at a cost savings for all involved.

It may seem that the organization paying the vendor should hold all the cards in the relationship. But sometimes the opposite is true. Past-due payments and customer service perceptions can harm supplier relationships and disrupt the supply chain.

Your vendors and vendor relationship managers are living in a dynamic, fast-paced environment, so when invoice information is required, it is needed quickly and expected to be of high quality. With InvoiceInfo, your suppliers get answers to invoice inquiries real time, 24/7 with no need to leave messages and wait for responses. Studies show that confidence in data increases when suppliers access invoice and payment information themselves.


Give Procurement and Buyers the Tool They
Need to Respond to Vendors Quickly

Not only can InvoiceInfo be used by suppliers to learn the status of invoice payments, it can also be used internally within your organization.

In addition to reducing calls from vendors regarding invoice status, you can also reduce internal emails and calls from co-workers wanting to learn the status of invoice payment, and save time and effort and boost efficiency and productivity across the organization. Studies show that 40% of AP customer service calls are from internal customers. Many of these are from requisitioners who have received calls or emails from the supplier checking on payment status. These calls are often more expensive for the company because the internal staff member has taken the call or received an email from the supplier, contacted AP for the payment status and had to return the call or email the supplier.

By providing the vendor with a convenient and credible online option to get the answers it needs regarding payment status, you can eliminate multiple calls/emails between the vendor and the requisitioner saving time and money.


Eliminate Difficult Vendor Calls and See
Productivity and Staff Morale Soar

Reduce invoice payment inquiries and “promote” your vendor service team to more satisfying and profit-producing tasks.

By sharply reducing inbound calls and emails regarding receipt and payment status that your AP staff must handle individually, your staff can focus their efforts on more productive, cost-saving activities, learn new tasks, feel more confident and boost their careers.

According to a recent American Express survey on customer service, more than one-third of consumers have lost their temper with a customer service professional in the past year. Of those who lost their temper, three in ten “hung up the phone.” Your staff will no longer have to deal with difficult collectors who can be upsetting and disruptive. Your staff will feel that their time and talents are being put to better use and will feel better about themselves, their jobs and their organization. Reducing these calls can be a real productivity and morale booster for your AP department!


Simplify and Streamline Vendor Onboarding

According to Price Waterhouse Coopers, the average organization spends about $20 in labor to file each paper document, approximately $120 in labor searching for each misfiled document and $220 in re-creation of a document.

Wouldn’t it be great to have all your W-9’s, W-8’s and other registration documents completed online and instantly filed online for easy access when needed? With Vendor Self-Service Onboarding Module, VendorInfo, you can onboard your new vendors in one convenient location and eliminate paperwork and hassles.


Verify the Accuracy of Vendor Information and Stay in Compliance with IRS and Treasury Department Regulations

Government regulators are increasing the complexity of regulations and penalties associated with vendor-related non-compliance.

Penalties for incorrect 1099’s have more than doubled in recent years. Over the last several years, OFAC has levied more than $1 billion in fines against American companies or subsidiaries that did business with restricted businesses, organizations and individuals on its SDN list. In addition to fining these companies, the Treasury Department posts the names of infringing organizations along with fines paid.

VendorInfo Onboarding Module verifies the accuracy of vendor information and helps protect your organization by avoiding embarrassing penalties and fines.

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