Reduced Requisition-to-Order Cycle and Improved Purchasing Compliance in SAP Ariba

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The company faced challenges with non-procurement team members selecting incorrect buying channels and submitting non-compliant purchase requests in SAP Ariba, leading to delays and increased workload for the procurement team. By implementing Whatfix’s in-app guidance on SAP Ariba, the company improved purchasing compliance and accelerated the requisition-to-order cycle.

Non-procurement team members were often confused about which buying channel to select when supporting the purchase order process in SAP Ariba. This lack of awareness led to frequent requests for non-catalog items, resulting in spending that was not tracked against contracts. Employees often submitted ad-hoc, open-text, non-catalog order Ariba requests instead of searching for and selecting predefined catalog items. These non-catalog requests complicated the ordering process, requiring customization and frequent procurement team intervention to correct the orders.

Whatfix deployed an in-app Smart Tip that appeared whenever a user clicked on the "add a non-catalog item" button in SAP Ariba, guiding them toward selecting catalog items. Users were further guided with Flows through the catalog selection process to find and choose the correct items. Additionally, a Flow was prompted by an in-app Pop-Up, providing step-by-step assistance to users for creating the correct type of requisition.