building a best-in-class...1 the accounts payable & procure-to-pay conference & expo is...

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The Accounts Payable & Procure-To-Pay Conference & Expo is produced by:

BUILDING A BEST-IN-CLASS

“ONE-TOUCH” CUSTOMER

SERVICE FUNCTION

May 24th, 2016

Confidential – Internal Celgene Use Only Confidential – Internal Celgene Use Only

AGENDA

• Introduction – Philip S Thomas – Sr. Manager - Shared Services - Procure to Pay

• Celgene Corporation – About Celgene

• Procure to Pay Shared Service Center – Overview & Responsibilities

• Customer Service Implementation – What to think about?

– What’s important during Implementation?

• Post Go Live – Metrics to pay attention to

– Challenges

– Communication and buy in

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Expertise in

hematology, oncology,

and immunology

Diverse

technology platforms

> 19 programs in

preclinical development

> 20 treatments

in clinical trials

> 30 pivotal / phase III

programs underway

Operations in

>50 countries

Sales in

>70 countries

Manufacturing facilities

in US and EU

Key research facilities

in NJ, CA, MA and Spain

>6,000 employees globally

~$11 Billion Revenue

Globally

Celgene: A Leading Global Biopharmaceutical Company

PORTFOLIO OF LEADING PRODUCTS

UNIQUE R&D CAPABILITY

FULLY INTEGRATED


PTP America’s Team Overview & Responsibilities

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Master Data Management

(MDM)

Supplier on-boarding and maintenance

Customer data steward (Oracle)

Procurement Operations

Requisition routing

PO creation and delivery

Accounts Payable

Invoice routing and processing

Payment management -

check, EFT, wire, v-card

Signature authority

maintenance and enforcement

Procure to Pay Customer

Service

End user and supplier support

Procure to pay training

Process improvement

Travel and Expense

Management

End user Concur support

Global ownership of T&E, P-Card, Meeting and V-Card programs

Confidential – Internal Celgene Use Only Confidential – Internal Celgene Use Only 5

Customer Service Implementation / Transformation

Inquiry inflow is variable and often

duplicated

Inability to easily measure volume

We have outgrown our current process

jeopardizing service quality.

Limited visibility for customers and

management

Inadequate access to data for root

causes analysis

SLA’s difficult to manage

Currently can’t manage individual

performance on customer service levels

Challenging to level work load globally

and measure staff productivity

Customer Service Key Issues - Oct 2013

November 2013

• Celgene Zendesk developed

• Internal testing kicked off

• Go live plan finalized

• Administrator training completed

December 2013

• Agent training completed

• Metrics built and tested

• Finalized internal testing

• P2P blind go live at year end

January 2014

• Corporate communication sent

• Go live for global P2P

• Analyst training completed

February 2014

• First metrics reported

March 2014

• US Payroll team go live

• P2P Customer Service Team created

Turning Issues Into Performance


PTP Process Areas of Focus and Opportunity

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Invoice Status & Transparency

Invoices receipt

Approval status

Payment Status

PO reconciliation

Customer Service

Contact information

Timely response

Consistent & Accurate responses

Processing Efficiency

Automated invoice routing

Electronic invoice posting

Risk-based thresholds for approvals

Measures & Metrics

Defined measurements to understand performance

Defined performance targets (e.g. SLAs)

Continuous process improvement


Celgene Zendesk Customer Service Solution

• WEB BASED: A customer service software that will support workflow to manage customer inquiries

• SEAMLESS: All e-mails sent to the centralized mailboxes will automatically be converted to help desk tickets.

• TRANSPARENCY: Customers will receive automatic updates and will have visibility as inquiries are managed by the team.

• FLEXIBILITY: The team will have the ability to manage the tickets or reassign them to the appropriate individual across departments.

• REPORTING: Ability to help identify common issues and complete root cause analysis.

• FEATURES: – Tickets can be placed “on hold” tracked status for 3rd party involvement driving

accountability – Automatic ticket escalation – Survey and SLA capability

• Click here to view web portal.

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https://celgene.zendesk.com/home

Confidential – Internal Celgene Use Only Confidential – Internal Celgene Use Only 8

Zendesk Ticketing Workflow

Zendesk

Web portal

Phone E-mail

Internal Customers

(MDM, A/P, Procurement and

T&E)

External Customers

(Vendors)

Tickets will be automatically assigned and can be shared or transferred

between teams

Reporting & Metrics Examples


What we didn’t know before implementation

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Over 2,300 distinct end users have reached out to

the team for assistance logging over 11,000

tickets.

• Accounts Payable = 41%

• Master Data Management = 26%

• Procurement = 24%

• Payroll = 14%

Tickets Created in the last 30 Days

Group # Tickets % of Total

Accounts Payable 1,271 28%

MDM 760 16%

Procurement 629 14%

Payroll 625 14%

Accounts Payable-INTL 583 13%

MDM-Intl 465 10%

Procurement-INTL 282 6%


Top Issue Types for Procurement (Q3 + Q4 2014)

• Procurement Customer Service – US:

• Procurement Customer Service – INTL:

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Issue Type Group Tickets Solved

Procurement::PO Inquiry::Delivery Date Procurement 721

Procurement::General Customer Service::Other Procurement 506

Procurement::PO Request::PDF Copy of PO Procurement 222

Procurement::PO Inquiry::PO Creation Procurement 204

Procurement::PO Request::Confirmation Order Placed Procurement 188

Issue Type Group Tickets Solved

Procurement::PO Actions::Open PO Procurement-INTL 241

Procurement::General Customer Service::Other Procurement-INTL 124

Procurement::PO Actions::Close PO Procurement-INTL 103

Procurement::PO Request::PDF Copy of PO Procurement-INTL 87

Procurement::Oracle IT Issues::Other Procurement-INTL 83


Ticket Resolution – Top Customer Service Agents

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Managing our workload and prioritizing issues

Customer Service Agent # Solved Tickets / Week

Ptyberyous Wangila 246

Camille Margraitner 154

Shelley Basinski 144

Linda Jensen 113

Carolann Bonney 103

Tiziana Trazza 90

Candyce Pettinari 76

Jessica Hahn 60

Linda Boskova 37

Jonathan Pradena 34


Ticket Detail – Top End Users

Number of Tickets Entered Since Inception

Zendesk End User Procurement Accounts Pay MDM Payroll Total

Iben Bogeholm Folkmann (non-Celgene) 21 48 58 - 127

Maria Growbowski 5 103 7 3 118

Shivani Mehta (non-Celgene) 15 23 57 - 95

Amanda Thompson (External) - - - 87 87

Erica Heckle (External) - - - 86 86

Ethnie Pierre 1 15 56 1 73

Anabela Goncalves - 2 70 - 72

Johanna Bartos 20 3 47 - 70

Magali Marque 7 13 44 - 64

Marisa Green 9 53 - - 62

Amarie Winters 11 36 14 - 61

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Knowing our customers = Opportunity for focused training

Quick Reference Flyer Created


What is Purchase to Pay ?

Master Data Management:

- Creation of your supplier in our database

- Database maintenance and updates

Procurement

- You create/approve your purchase request

- Creation/management of your POs

- You declare your goods / services received

Accounts Payable

- Invoices booking in accounting

- Payment of supplier invoices

You need goods or

services from outside

of Celgene

Supplier is paid and

ready to work for

you again

Where can I get help?

Suppliers:

[email protected]

Purchases:

[email protected]

Invoices:

[email protected]

The purchase to pay team is now using a new

system called Zendesk to process and monitor

your requests.

This is helping us to make sure that we answer

all your questions and improve our process on

recurrent requests.

Please you use the e-mail addresses above so

that we can keep track of your requests.

Nothing else is required from your side!

Please do not reach specialists directly

anymore! Use these e-mail addresses:

Take this flyer to your desk & share!


Questions

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The Accounts Payable & Procure-To-Pay Conference & Expo is produced by:

Thank You.

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