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When it comes to vendor relationships, it’s not always about paying the invoices correctly and on time. It is vital to build relationships with vendors. Following are some tips for providing best-in-class service to y...

The “Accounts Payable Customer Service Survey,” conducted by Financial Operations Networks and InvoiceInfo late last year, delved into details about how customer service is managed in AP departments. Staff Organizati...

Do your experiences as individual consumers affect your expectations back at the office in your business-to-business (B2B) interactions? It seems likely that they would — once you’ve experienced a certain level of se...

One of your top priorities is your customer’s satisfaction with the services you provide. In accounts payable, dissatisfied customers increase cost, sometimes dramatically. Continually seek to understand what is import...

Accounts payable provides a critical service to organizations. It is one of the few departments that touches every department within a company as well as external parties, and has a direct impact on the reputation of the...

Survey Says … A day in the life of an accounts payable (AP) department is seldom dull. Perhaps one of its livelier aspects is interaction with AP’s customers, i.e. those whom AP serves internally and externally. AP c...

Details of Vendor Information Collection and Validation As she crossed the company parking lot early one morning, the director of shared services saw them. Men in black. Two of them. As she neared the building entrance, ...

Such is the reaction of more than a third of participants from ages 18 to 65 in a customer service survey conducted by The Center for Generational Kinetics and Aspect Software. Rather a severe judgment! Granted the study...

For many of us, it doesn’t seem that long ago that if we wanted to plan a vacation we called a travel agent. Or, if we wanted to buy a new book we walked into Border’s Bookstore. Or, if we had a bank transaction we ...

As you are developing or reviewing your customer-service policies, look at yourself through your customer’s eyes. How would you want to be treated? How would you react to your policies if you were the vendor wanting to...

The Tax Cuts and Jobs Act, public law 115-97 aka the new tax law, includes a reduction in the backup-withholding rate starting with tax year 2018. Backup withholding is required when you do not have a valid taxpayer ID n...

IRS TIN Matching Often with a task or project comes the temptation to shortcut it. This is especially true if the task involves an “extra” step to ensure we’ve got it right when we think we already have what we nee...

It’s December – the season of lights, the season of giving. That sometimes means gifts from suppliers who want to say, “Thanks for your business.” But suppose the circumstances were switched? Suppose the traditio...

A Wizard to Help You Help Vendors Help You! Getting a tax ID from new vendors is an important part of vendor onboarding. Best practice is to get it up front. And the best way for the vendor to provide its tax ID and tax ...

You might be asking yourself what green beans and ice cream have to do with accounts payable customer service. This article is a review of Bill Simms book “Green Beans & Ice Cream: The Remarkable Power of Positive...

How much does it cost your organization to answer a vendor invoice status inquiry? Don’t feel badly if you don’t have the answer at your fingertips. According to a recent survey by Financial Operations Networks and I...

Ever feel like there is not enough time? Probably all of us sometimes find our relationship to time a challenge, whether specifically at work, or just life in general. There are a lot of words written, including not a fe...

InvoiceInfo is pleased to introduce Customer Service Advisor. Much of what is written about accounts payable centers around technology, compliance, cost-saving tips and other best practices to help AP professionals excel...

Opportunities in Payables Process Technologies Don’t look now but digital technology is creeping into every corner of our lives, both personally and professionally. In business, despite the challenges and frustrations ...

The cost to answer vendor and internal invoice inquiries can add up quickly. Whether your organization has a dedicated customer service staff or AP team members are balancing customer service duties with other tasks, the...

Customer service is an increasingly consequential aspect of accounts payable. And according to a Financial Operations Network survey, most AP departments — 88 percent — rated their own customer service as either good...

What are the most common inquiries you get from your accounts payable (AP) customers? And are those questions the same ones received by other AP departments? InvoiceInfo’s new survey on AP customer service can tell us ...

Accounts payable works closely with all departments in the organization, with the company’s vital suppliers and controls all expenses within a company. But, AP is often considered a back-office overhead expense and oft...

If your accounts payable department wants a motto, it might go with Semper Vigilo — “always vigilant.” Threats to businesses abound and given that accounts payable issues payments, it is a prime target for ...

The venerable Tom Nichols [1] once observed, “AP believes that their clients don’t understand what it is they do. I tell AP people that it’s your fault because you’re not doing a good job at public re...

New supplier onboarding and supplier record upkeep are insignificant administrative tasks, right? Tell that to the CPO or department head when you hold up a supplier payment because you don’t have a tax ID. Or to your ...

In any organization, accounts payable touches a wide range of stakeholders, and therefore has a tremendous though often under-recognized impact. The various stakeholders are AP’s “customers” and AP’s service to t...

By Judy Bicking, AP Consultant Accounts payable provides a critical service to the organization. It is one of the few departments that touches every department within a company as well as external parties, and has a dir...

The time to start thinking about compliance with federal regulations, such as Information Reporting (1099s) and checking vendors against databases, such as the Office of Foreign Assets Control (OFAC), Specially Designate...

If you do not have a portal to enable self-service by your vendors, you should. Why? Vendor self-service is valuable in regard to supplier relations as well as in accounts payables’ cost to provide customer service to ...