15:4016:00 27. Feb 2023
15:4016:00 27. Feb 2023 iCal myOrganizer
Retail Technology Stage

End-to-end Digitization in Claim Management

End-to-end digitalization in claim management The entire supply chain in the FMCG environment, from industry to retail, is still characterised by paper and manual activities. This leads to information interruptions and high process costs for all parties involved. The lack of structured digital data exchange is particularly noticeable in the case of a complaint. It can take up to 15 working days for all parties involved to receive information about a complaint.
Complaint processing, invoicing and, if necessary, claims handling are immense cost drivers and tie up valuable working time of scarce specialists. The goal is to provide all parties involved with real-time access to all relevant information which are required for complaints management.
The entire process is digitised, from the supplier to the forwarder to the retailer, starting with the delivery and incoming goods documents upstream of the complaint. The different roles of the companies involved must be considered in our project and the partners integrated accordingly.
As initial partners, Procter & Gamble and Rossmann played a key role in designing the solution. In order to broaden the benefits as quickly as possible, Unilever and Reckitt, two freight forwarders and retailer Bünting were integrated, too. We are currently planning the rollout with partners in Austria, France, Switzerland and Poland.