As IPG introduced more suppliers and formats into SmartPDF, natural refinement points emerged. Recognition needed tuning. Supplier naming variations caused occasional matching inconsistencies. Buyer references were not always aligned with invoice data, creating delays. For a business operating at this scale, these moments are expected. IPG needed a partner who could fine-tune the system quickly and keep everything moving.
“Our business moves fast, and our AP process has to move with it,” commented Prashant Mehta, IPG’s Vice President & Treasurer.
A Support Partnership Focused on Progress
Once the enhanced support service was activated, Basware worked closely with IPG through proactive monitoring, configuration guidance, and hands-on analysis. Basware’s experts monitored invoice flow and integration touchpoints, often spotting exceptions before they reached the AP team. They also reviewed patterns in recurring issues, advising IPG on configuration adjustments to prevent them from resurfacing.
This collaboration went beyond reactive problem solving. Basware provided recommendations on how to optimize existing rules, shared guidance on new AP features, and supported IPG during key system updates. “What stood out most was the clarity,” shared Prashant Mehta.
Practical Actions Driving Better Results
To strengthen accuracy and streamline processes, Basware and IPG implemented the following improvements:
- Enabled the SmartPDF Feedback Report, giving immediate visibility into mapping and supplier issues.
- Updated supplier rules in DCG to eliminate workflow interruptions and improve data capture.
- Corrected date configuration, preventing unnecessary validation errors.
- Enhanced vendor matching logic to ignore suffixes such as LTD, INC, LP, and LLC.
- Investigated recurring buyer reference issues jointly with IPG to reduce predictable delays.
- Monitored invoice flow and ERP integration layers proactively, detecting exceptions before they reached the AP team.
- Provided expert guidance on configuration optimization and upcoming AP features.
Clear, Measurable Results
The improvements delivered strong, noticeable gains across AP. SmartPDF accuracy stabilized. Invoice routing became smoother. Supplier concerns were resolved faster. This progress gave the team confidence and led to clear, measurable outcomes:
- SLA performance rose to more than 90% and remained consistently high.
- Recurring SmartPDF and mapping issues dropped by 60%.
- Supplier-related queries were resolved significantly faster with clearer feedback.
- A large volume of refinements were completed successfully, creating a more controlled workflow.
- AP teams benefited from earlier issue detection through proactive monitoring.
“SmartPDF is now performing at a level we trust every day,” as Prashant Mehta, remarked. “The enhancements and support made a noticeable difference in how smoothly our process runs.”
