A single front door for supplier requests across companies, countries and back-office teams. EAFlow centralizes requests on invoices, payment status, payment receipts, tax withholding, supplier data, pending documentation and internal escalations. Each case connects with the supplier, the company, the country, the request type, the owner, the SLA, the evidence and the contract context when it applies. Designed for Shared Services teams at CPG companies, it runs alongside the ERP, SRM, Source-to-Pay, payment platforms and banking systems — it does not replace them: it adds the intake, routing, traceability and operational-evidence layer the operation needs.
01 · What it is
In CPG groups with multi-company and multi-country operations, the same supplier may interact with different legal entities, countries, internal teams and operating rules. A request about an invoice, payment status, withholding, payment receipt or supplier data is not always resolved by the same team or with the same logic.
The problem is not only receiving tickets. The problem is knowing who must resolve, under what context, with what evidence and within what SLA.
EAFlow Supplier Service Desk turns those requests into traceable cases. The supplier submits their request from a portal, Shared Services classifies and prioritizes, the Operational Graph proposes the right routing, and each resolution is documented with owners, states, times and evidence. It runs as an intake, routing and traceability layer over the existing operation: it does not replace the ERP, the SRM or the payment platforms, and it does not execute payments.
02 · Graph context
EAFlow connects each supplier request with the entities needed to resolve it — supplier, company, country, request type, case, owner, SLA, evidence and contract context when it applies. The operation no longer works isolated tickets: each case is linked to the context that explains who must respond, what information is missing, what evidence exists and what decision was taken:
A case gains meaning from its relationships. The graph connects each request to its company, its country, its request type, the right owner, the SLA and the prior history of the supplier. Historical case cleanup becomes an auditable procedure, and supplier data stops being asked for twice.
03 · What you get
Supplier Service Desk is a CPG accelerator on the Operational Graph. It gathers supplier requests into a single queue and connects each case with its company, its country, its owner, its SLA and its evidence — no scattered emails, no local spreadsheets.
Alongside service operations, the same model helps attend to suppliers and resolving areas when resolution happens outside the central platform, keeping a central case with states, comments, evidence, times and SLA compliance.
When a case runs through several steps and resolving areas, that path can draw on the same Operational Graph —routing and hand-offs from the case context: company, country, owner and SLA—, not on an isolated BPMN.
One central case. One clear owner. A single traceability.
Designed for CPG groups with Shared Services, multi-company and multi-country — each case resolved with its contract context when it applies.
Suppliers log requests, attach documentation and check the status of their cases without depending on scattered emails.
An operational queue to classify, answer, route and close supplier cases with states, owners, SLA and evidence visible.
Routes each case by company, country, request type, owner, SLA and the client's operating rules — no rigid per-country rules, no emails lost between areas.
Records comments, attachments, hand-offs, decisions and case closure as operational evidence, with its owner and its moment.
Measures volume, response times, backlog, overdue cases, recurring categories and friction points by supplier, company or country.
Orders, closes or regularizes historical cases through controlled, auditable procedures instead of closing them one by one.
Scope
EAFlow can cover the frequent requests in Shared Services operations. The most common use cases include:
04 · Roles
Supplier Service Desk gathers four roles around every case: the supplier who creates the request, the Shared Services agent who classifies and prioritizes on first line, the operational owner who resolves escalations, and the service admin who configures categories, rules and parameters. Each one sees the same case from their role — and contributes back.
Operational owners may include Finance, Procurement Ops, Treasury, Accounts Payable, Tax, Legal or local business teams depending on the request type.
Creates requests; checks the case status.
What they see
The status of their requests, what information is missing and which resolution has been recorded, from the portal and without writing to several internal mailboxes.
What they do
Creates requests by type, attaches evidence, answers requirements and reviews progress until closure.
Classifies, prioritizes, answers or routes the case.
What they see
The full queue with cases by aging, by company, by country and by owner; the supplier history; the contract context when it applies; the response templates.
What they do
Classifies and prioritizes the incoming case, answers it if within scope or routes it to the corresponding owner; records the resolution, the relevant attachments and the outcome.
Resolves escalated cases; delivers the final answer.
What they see
The cases escalated to their area with full context: company, country, request type, contract context when it applies, supplier history, attached documentation and remaining SLA.
What they do
Validates the information, resolves the escalated case, delivers the final answer and leaves evidence of the decision.
Configures categories, rules and operating parameters.
What they see
The desk configuration: request types, owners, routing rules, SLA, templates and operating parameters.
What they do
Configures request types, owners, routing rules and SLA, and runs the historical case cleanup with auditable procedures.
05 · Rollout
EAFlow is implemented over the current operating model: it does not require replacing the ERP, SRM, Source-to-Pay or payment platforms. We work alongside the Shared Services, Finance and Procurement Ops teams through four stages and transfer ownership at the end.
1 · Operating Model Discovery
We gather companies, countries, request types, owners, SLAs, roles, routing rules and escalation points. Scope is declared on the Operational Graph.
2 · Supplier Graph Configuration
We configure the Operational Graph with suppliers, companies, countries, owners, case types, SLAs and required evidence, and connect the contract context from Vendor, SLA & Contract Intelligence when it applies.
3 · Service Desk Launch
We enable the Supplier Portal, the Shared Services queue, the attention flows, the notifications and the aging and SLA reports.
4 · Adoption & Handover
We train agents, owners and service admins, run the initial cleanup of historical cases and transfer ownership. The client is left with daily operations under its control.
Vendor attention stops living in scattered emails and moves to a single queue — traceable and measurable.
The relationship with the supplier is built in every request. Book a 30-minute conversation. We will walk through how Supplier Service Desk organizes supplier requests into a single queue for Shared Services —with routing by company and country and contract context when it applies— and what an assisted rollout looks like.
Vendor, SLA & Contract Intelligence provides the contractual truth; Supplier Service Desk turns it into daily vendor operations. It is the vendor attention layer on the EAFlow Operational Graph — it does not replace the ERP, the SRM, Source-to-Pay, the payment platform or the banking system; it adds the attention with contractual context the ERP does not provide.
