SAP Dispute Management depends upon getting the dispute case to the correct person as quickly as possible. As we have discussed, disputes can be created for a varied number of reasons, such as overdue payment, short payments, and discrepancies in invoices just to name a few. SAP situation handling analyzes and manages situations. It provides the capability to identify issues, notify the relevant parties, and take appropriate actions.
You create pre-defined rules or thresholds to detect potential disputes. Once identified, a notification should be created and sent out to the relevant stakeholders via alerts. This could be done through email, SAP Fiori notifications or other communication channels.
It would also be efficient if the system could make the appropriate assignments based on their roles and responsibilities. This is where Managing Teams and Responsibilities configuration is applied.
During the processing of the dispute, internal and external collaboration may be needed to help resolve the dispute. Using email templates will help to standardize the external communication and shorten the process for the processor to create the email.
SAP Situation Handling with Dispute Management offers a structured and efficient approach to identifying, managing, and resolving disputes. By leveraging automated workflows, decision support tools, and collaboration features, organizations can improve their dispute resolution processes, enhance customer and vendor relationships, and maintain high operational standards.
Lets review now some use cases that demonstrate the integration of SAP Business AI along the Dispute management process landscape resulting in streamlined tasks, automated workflows and improved data-driven insights.
Collection and Update of Dispute Case Information with SAP Business AI
SAP Build Process Automation offers an innovative solution by automating the exchange of critical information between accounts receivable accountants and customers for newly created dispute cases. These digital bots effectively streamline communication, auto-generating email correspondence to customers and subsequently uploading their feedback directly into the S/4HANA system. This seamless integration ensures that information is promptly updated and accessible, reducing the manual labor often associated with these tasks.
The process begins with the bot identifying new dispute cases in the SAP S/4HANA system based on specific reasons. It then sends an information collection form to the relevant customer to gather insights and comments regarding the dispute. Additionally, the bot scans the user’s inbox for email responses containing completed forms and updates the corresponding dispute cases in SAP S/4HANA with the gathered information.
Watch this brief overview to see how a digital bot seamlessly identifies new dispute cases, sends information requests to customers, and updates SAP S/4HANA with their responses.
Dispute Case Processing with SAP Business AI
Say goodbye to manually tracking down overdue dispute cases and struggling to keep up with escalating issues. SAP Situation Handling, through scope item BFC, brings intelligent automation to your dispute case processing within SAP S/4HANA.
Imagine this: a customer disputes an invoice due to a pricing error. Instead of discovering this late, Situation Handling automatically detects the situation based on the dispute reason code and triggers an immediate notification to an Accounts Receivable Accountant or the complete Accounts Receivables Team. You control the automation! Configure the system to monitor specific dispute attributes like aging, amount, or reason codes. Define actions such as email alerts to specific users, task creation for collectors, or even automatic credit memos based on pre-defined thresholds.
The result? Faster resolution times reduced manual effort for your accounts receivable team, and ultimately, happier customers who get their issues addressed promptly. The following flowchart provides a closer look at how you can set up and leverage this powerful functionality.
Play the video to learn more about the setup of the processing template:
Streamlining Customer Dispute Resolution with SAP Business AI
SAP Business AI offers an innovative approach to dispute resolution by streamlining processes through automation and artificial intelligence. Designed for accounts receivable accountants facing numerous open cases, this solution provides a holistic overview and addresses the inefficiencies of traditional correspondence. By integrating sentiment analysis of incoming customer emails, SAP Business AI ensures efficient handling of customer inquiries and dispute resolutions. Automated inbound communication initiates the process, while AI-enhanced processing simplifies case management, reducing manual efforts. This functionality not only speeds up resolution times but also facilitates seamless information exchange between accountants and customers, enhancing transparency and customer satisfaction. With SAP Business AI, businesses can focus more on strategic decision-making and less on manual data handling, driving productivity and efficiency in financial operations.
SAP's Dispute Management solution, powered by SAP Business AI, streamlines the dispute resolution process, enabling customer service representatives to quickly and effectively address customer concerns. In the following video, we'll follow a customer relations specialist, as he navigates through a typical day, showcasing how AI-driven tools within SAP's Dispute Management system help him resolve customer issues with ease and professionalism.