COMDATA
“ THE CUSTOMER ’ S VOICE HAS BEEN AMPLIFIED , PRESENTING BOTH AN OPPORTUNITY AND A RISK . IF YOU PERFORM POORLY WITH A CUSTOMER , IT NO LONGER STAYS BETWEEN YOU AND THE CUSTOMER ”
JAVIER BARANDA GROUP CPO AT COMDATA we weren ’ t yet monitoring savings or spend by supplier or category . So we are building that framework on how we report spend and performance . That also allows us to benchmark across different regions , see , for instance , who is investing more in IT versus services and identify potential opportunities .”
These four pillars , role , governance , alignment with the business and monitoring and reporting , are the foundation of Comdata ’ s procurement transformation .
Leveraging AI for a better CX “ Today , one of the main challenges of any industry is customer loyalty . Society has evolved in how we interact with companies or suppliers , especially in industries like retail banking , telcos , insurance . All these companies are facing a situation in which their customers have access to social networks where they share their opinions and experiences . The customer ’ s voice has been amplified , presenting both an opportunity and a risk . If you perform poorly with a customer , it no longer stays between you and the customer .”
Baranda says cost also remains a constant challenge . With increased competition comes increased pressures to reduce costs , and so Comdata must assist their clients in finding efficiencies and improving internal processes . “ We need to help our customers
216 April 2021