How to Eliminate the Tedium in Vendors’ Inquiries
In Shakespeare’s Much Ado About Nothing, the slow character Dogberry has no idea what “tedious” means when the governor of Messina applies the label to him.[1] Ask your P2P staff, however, and they’ll tell you what “tedious” means: Answering “Has our invoice been paid?” for the hundredth time this month! A central challenge in providing good “customer service” to your vendors includes managing the volume of inquiries. The bulk of those inquiries, upwards of 80 percent, are the same few, straightforward questions. They are about invoice receipt, approval, or payment status—easy enough questions to answer with a quick look in the system. But of course, stopping what you are doing to look it up can be a frustrating interruption. While setting aside a block of hours each week to do nothing but look up and reply can be, well, tedious. Despite Dogberry’s good intention, no one particularly enjoys such tediousness bestowed upon them. In the book The AI Advantage, Thomas Davenport writes, "Many human employees don't really enjoy answering the same questions over and over, so they might not mind losing this responsibility." He's talking about applying technology to handle repetitive tasks in the realm of customer interaction. The same applies to P2P-vendor interactions....