Three intake channels, one lifecycle
vendor portal, agent-created by phone and email-to-ticket, governed by a formal state-transition matrix with duplicate detection
Enterprise Governance & Control
Vendor Support & Resolution Management
Vendor Support & Resolution Management is a centralised, enterprise-grade vendor support platform that replaces ad-hoc email, phone and informal follow-up with a disciplined, auditable ticket lifecycle, SLA governance and a formal financial-dispute workflow.
Product Overview
Vendor Support & Resolution Management
Vendor Support & Resolution Management is a centralised, enterprise-grade vendor support platform that replaces ad-hoc email, phone and informal follow-up with a disciplined, auditable ticket lifecycle, SLA governance and a formal financial-dispute workflow.
A large, dispersed supplier base generates a constant stream of queries, disputes and escalations — and they arrive by email, by phone and by word of mouth, land in individual inboxes, and get resolved (or forgotten) with no record. Vendors can't see where their issue stands. Finance disputes have no defined path. When an auditor needs to review how a class of vendor issues was handled, there is nothing to review.
The platform imposes structure. Three intake channels — vendor portal, agent-created by phone, and email-to-ticket — feed a lifecycle governed by a formal state-transition matrix, with duplicate detection to keep the queue clean. SLA configuration, breach detection, pause/resume logic and multi-level escalation with acknowledgement keep issues moving. A Vendor 360° profile with financial snapshot and a formalised Finance validation workflow handle vendor-declared financial data, and dispute escalation runs to a defined SLA. Time-limited, admin-authorised, fully-logged read-only guest access lets auditors review without risk. Multi-channel notifications (email, SMS, WhatsApp Business) reach vendors where they are, and a governed knowledge base plus an Executive Business Impact Dashboard round it out — all under MFA, concurrent-session policy, complete audit logging and in-country data residency.
It serves PSUs, energy and utilities, manufacturing, and any enterprise with a large, dispersed supplier base.
Key Features
Capabilities built for real operations
SLA governance
configuration, breach detection, pause/resume logic and multi-level automatic escalation with acknowledgement requirements
Vendor 360° with finance validation
a single profile with financial snapshot and a formalised Finance validation workflow for vendor-declared data
Safe auditor access
time-limited read-only guest accounts, admin-authorised, capped at 30 days and fully logged
Multi-channel reach
email, SMS and WhatsApp Business notifications with fallback architecture
Enterprise governance
MFA for all user classes, concurrent-session policy, complete audit logging, in-country data residency and a pre-seeded knowledge base
How It Works
A clear path from setup to results
Raise a ticket
vendors self-serve through the portal, agents log calls, or emails convert to tickets automatically.
Govern the lifecycle
each ticket moves through a formal state-transition matrix, with duplicates detected and merged.
Enforce SLAs
breach detection, pause/resume logic and multi-level escalation with acknowledgement keep issues progressing.
Validate finance
vendor-declared financial data runs through a formalised Finance validation workflow against the Vendor 360° profile.
Escalate disputes
financial disputes follow a defined SLA and escalation path.
Review and report
auditors use time-limited guest access; leadership watches the Executive Business Impact Dashboard.
FAQ
Common questions, clear answers
Through three intake channels — a vendor self-service portal, agent-created tickets by phone, and email-to-ticket — with full lifecycle tracking.
SLA configuration includes breach detection, pause/resume logic and multi-level automatic escalation that requires acknowledgement.
A Vendor 360° profile with financial snapshot feeds a formalised Finance validation workflow for vendor-declared data, and disputes escalate on a defined SLA.
Yes. Time-limited read-only guest access is admin-authorised, capped at 30 days and fully logged.
Multi-channel notifications over email, SMS and WhatsApp Business, with a fallback architecture.
Duplicate ticket detection runs with configurable thresholds.
MFA for all user classes, concurrent-session policy, complete audit logging, API rate limiting, in-country data residency and Data Protection Officer oversight.
Yes — bilingual (English + Hindi) at Phase 1.
Vendor Support & Resolution Management
It serves PSUs, energy and utilities, manufacturing, and any enterprise with a large, dispersed supplier base.