Client onboarding onto Optimise

Client playbook

Introduction

This Playbook outlines the process for onboarding customers onto the 7bridges Optimise product. 7bridges have determined that reliably receiving all invoice data and rate cards, in the required format and containing the required data fields, is a critical requirement to delivering value through the software. This playbook covers all information a customer will need to know in order to align to the proposed process.

Who is this for?

Customers who have bought 7bridges’ Optimise product

Why are we doing this?

To ensure that customers are populating the 7bridges software with the data required, in a consistent, reliable manner, in order to obtain the most value from the 7bridges Optimise product (such as complete and up-to-date data populating reports and Audit).

Customer benefits:

• Confidence in reports: Network Analysis will be up-to-date and complete, giving our customer confidence in making decisions based on the data
• Accounts Payable time saving: possibility of saving time for Accounts Payable as invoices will be more readily available for upload into their finance system
• Faster dispute resolution: Leverage over logistic service providers (LSPs) by not paying invoices that have disputes, resulting in a quicker resolution of disputes

LSP benefits:

• Faster payment processing: Receive payments quicker once invoices are successfully audited, improving cash flow
• Improved communication: Enhanced communication with customers regarding any invoice discrepancies, fostering stronger relationships

What does this mean for customers?

Customers will need to mandate a set of requirements to LSPs as part of implementing the 7bridges software. These requirements will be reasonable requests, based on customers needing to be able to validate that they have been correctly invoiced. Customers may also choose to mandate other requests that enhance the reporting available in Network Analysis.

What options do customers have?

To ensure that the software has all invoice and shipment data required for Network Analysis reports to be complete and all information for Audit, the 7bridges software must be the only recipient of data. There are 2 ways that this can be implemented, to minimise change for Accounts Payable teams; both options should benefit them, as they will either receive or retrieve all invoices from a single location in an easy-to-access way.

To minimise disruption our recommendation would be to start with Option 1 and then progress to Option 2.

OPTION 1: 7bridges autoforwards the invoice emails received from LSPs

• 7bridges must be the sole recipient of invoices (i.e. AP cannot retrieve directly from LSP)
• 7bridges must receive invoices by one of the following methods and in accordance with the invoice receipt policy (see below):
  • Email - invoices must be sent to invoices@[customer-name].the7bridges.com
  • EDI/sFTP - 7bridges must have the required credentials for all LSPs and associated accounts to receive invoice data through EDI/sFTP
    • eBilling portal (with prior approval only) - 7bridges must be set up as a view only user or have credentials to log into all eBilling portals (may incur additional cost and delay to data loading)
• 7bridges will set up one of these processes to ensure that AP teams receive invoice data
  • Autoforwarding emails containing csv invoices
  • Uploading sFTP / ebilling invoices to a shared folder in the cloud
• AP teams can process invoices received in their inbox using existing process (i.e. no change to their processes, other than receiving from 7bridges rather than the LSP directly) and/or a centralised folder (saving them time as they won’t be retrieving the data themselves)

The disadvantage of option 1, is that the invoice won’t be pre-processed by 7bridges to confirm that it has all the agreed data fields in the required format (as set out by the invoice policy).

OPTION 2: AP teams obtain invoices from the 7bridges software (pushed or pulled)

• 7bridges software will reflect all invoice data that has been received in the software
• 7bridges software will show all invoice data that has been processed and allow search and filtering of these invoices by status, so that Accounts Payables teams can review what has been received

The advantage of option 2, is that it will provide a single, centralised location for AP to obtain invoice data and the invoice data can undergo pre-processing, whereby the 7bridges software will validate that it contains all required data in the appropriate format (to power Network Analysis and enable Audit).

Invoice receipt policy

7bridges offer three secure methods for providers to submit invoices and associated data to the software:

1. sFTP (Secure File Transfer Protocol): 7bridges provide secure sFTP credentials for streamlined uploading of invoices directly to the software. This method offers the highest level of security and data integrity. Alternatively invoices and data can be retrieved from any sFTP paths that providers already have set up.
2. Email: Invoices and data files are emailed to a dedicated address provided during onboarding.
3. Provider ebilling portal: 7bridges Operations team manually obtains invoices from the provider's portal (not this incurs additional Audit processing time and potential extra costs)

The logistics service provider (LSP) must provide the data required, defined during onboarding, to audit the invoice to the contract and rate card.

The LSP must also provide the PDF invoice.

Note - if the LSP cannot provide all required data in a single CSV/PDF, then it is possible to send multiple files where the following requirements are met:

• The files are sent on the same day
• The files are sent to different email addresses, as communicated by 7bridges
• The files have a unique field per shipment that can be matched between the files

Onboarding

Our onboarding process ensures a smooth transition and prepares you to get the most value from your 7bridges subscription. This will include:

1. LSP kick off

• Data exchange: 7bridges will establish a secure method for exchanging data files, including historical invoices and shipment data, to ensure the software is properly calibrated for accurate auditing. Customers should configure the Providers section of the software to provide all LSP accounts, rate cards and contract information during this stage.
• Communication: Customer announces new partnership with 7bridges to LSPs & informs them of the data requirements & data receipt policy. Templates will be provided by 7bridges.
• LSP instruction: Once the Customer Kick Off meeting has been completed between the customer and 7bridges onboarding team, the customer will instruct all LSPs to provide 7bridges with historic and ongoing invoice & shipment data to a specified mailbox (or other valid receipt method). Templates will be provided by 7bridges.

2. Calibration and configuration

• Rate card analysis: 7bridges will analyse rate cards to understand your rates and services with your LSPs for various services and routes, how they’re applied and how they’re reflected in invoices.
• Invoice breakdown: 7bridges will review a sample set of your invoices to identify common data points and formats to ensure seamless integration and data extraction.
• Data clarifications: 7bridges will promptly advise you of any data discrepancies, queries or clarifications relating to Rate Cards or Invoices that are required in order to correctly configure the software so that you can resolve these with your LSPs.
• Rate card review: 7bridges will arrange a meeting to confirm the charges that you would like to be flagged without holding up invoices and those that you agree need supporting evidence from the LSP.
• Software setup: 7bridges will configure the software to hold your rate cards and receive your invoices in order to provide analytics and complete audit checks. 

3. User testing and training

• Real-world scenarios: 7bridges will conduct tests using real invoices and corresponding rate cards to simulate the live Audit process.
• Exception documentation: 7bridges will document any exceptions or discrepancies identified during testing, allowing us to fine-tune the Audit rules for optimal accuracy.
• Rule adjustments: Based on the testing results, 7bridges will refine the Audit rules in the software to ensure it accurately identifies discrepancies specific to your negotiated rates and service agreements.
• Training: 7bridges will train your Accounts Payable and Logistics Team users

Process from invoice to payment

Our streamlined process ensures efficient invoice handling and timely payments:

1. Invoice submission: The LSP initiates the process by electronically submitting the invoice through our secure sFTP server or a dedicated email address provided during onboarding. This ensures a streamlined and paperless process, minimising the risk of errors and delays. If data is only available through ebilling portals, then 7bridges’ Operations will retrieve (may incur additional cost).
2. Acknowledgement: We promptly acknowledge receipt of the invoice within 1 business day. This initial confirmation keeps the LSP informed about the status of their submission and fosters transparent communication.
3. Invoice check: The software validates that the required data fields have been submitted, as per the agreed invoice policy, and a confirmation of rejection/passed is shared to the LSP within 1 business day of acknowledgement
4. Raw invoice available: Once an invoice has passed the check, the raw invoice will be available for download in the software (within 24 hours of acknowledgement)
5. Data transformation: Invoice and shipment data received will then be transformed and standardised, in preparation for Audit and appearing in Network Analysis reports
6. Automated Audit: The invoice enters our automated Audit stage. Our system examines the data integrity, verifying shipment information and charge details against pre-established rates agreed upon with the customer.
   • Path A (no discrepancies): If the automated Audit finds no contract breaches or evidence required, the invoice seamlessly progresses to Step 6 for final approval and ‘Approval to Pay’.
   • Path B (discrepancies): In the case of identified contract breaches or evidence required, such as mismatched rates or missing information, the process diverts to Step 4 for dispute by our experienced team* (*if Managed Services purchased). The invoice will not be approved for payment by the customer until all discrepancies are resolved.
7. Dispute: For invoices flagged with discrepancies our system will generate a dispute as per the process below.
8. Communication: Maintaining open communication is paramount. If discrepancies are discovered, we promptly notify the LSP via email or their designated disputes portal* to clarify details and collaboratively resolve the issues. This proactive approach ensures a swift resolution and minimises potential delays in processing the invoice. (*if Managed Services purchased)
9. Audit finalisation: Once the Audit is complete, either through the automated process (Path A) or after resolution of discrepancies (Path B), the invoice reaches its final stage. The invoice is then approved for payment.
10. Approval to pay: The customer is notified of new invoices that are approved for payment. The AP team can download these or a summary report for processing. NB: 7bridges does not pay invoices on behalf of customers
11. End: The LSP receives the corresponding payment for the audited invoice from the customer, completing the successful cycle from submission to payment.

Dispute process

We understand that discrepancies on invoices may occasionally arise. We are committed to a fair and transparent dispute resolution process:

1. Dispute notification: LSPs will be notified by email when a discrepancy is found or it will be logged in their portal. The email will contain the dispute type/reason and amount being disputed.
2. LSP action: LSPs should provide a credit note where appropriate. If the LSP wishes to challenge the dispute or provide additional evidence, they must do so by replying to the original dispute email.
3. 7bridges action: Disputes aren’t perfect and sometimes there will be false positives - if this is caused by a systemic or predictable logic then 7bridges will update the Audit rules ASAP.
4. Resolution: Once all discrepancies are resolved, 7bridges will pass the invoice through to Step 10 (from the invoice to payment process), ‘Approval to pay’.

Customer responsibilities

• Engage with AP team to confirm which of the 2 options will be implemented
• Communicate their requirements to LSPs and ensure that it’s clear that these are requirements as a supplier
• Request sFTP or emails containing CSV invoice/shipment data
• Clarify 7bridges’ role as SaaS software that is facilitating you achieving your data goals
• Be a point of escalation with LSPs
  • Be committed to use commercial levers to ensure LSPs comply with requirements
• Review and sign SOW / letter of intent

If on Audit:

• Review the charges identified as unreasonable or requiring evidence by 7bridges
• Provide direct engagement with LSPs to raise disputes (*if Managed Services not purchased)

SLAs (Service Level Agreements)

We are committed to providing efficient and transparent service. Our SLAs outline our commitment to timely processing and communication:

• Invoice acknowledgement: Receipt of an invoice is acknowledged immediately, keeping LSPs informed about the status of their submissions.
• Retrieval of invoices: (via sFTP and/or ebilling) completed on a weekly basis and between the 1st and 3rd working day of a new month
• Invoice check: Invoices received undergo a check to ensure that the data policy is met. The outcome (rejected or passed) is shared with the LSP within 24 hours of acknowledgement
• Audit completion: Our system validates the invoice data against agreed-upon rates and customer information, aiming to complete the Audit process within 10 business days of acknowledgement
• Payment processing: Upon successful Audit, we promptly approve the invoice(s) to our customer. NB: 7bridges does not pay for invoices on behalf of our customers. Your existing payment processes will remain in place.

Contacts

For any questions or assistance regarding the Freight Audit solution or the onboarding process, please contact us through the following channels:

• Dedicated Onboarding Specialist: We assign a dedicated Onboarding Specialist to each LSP to guide them through the process and answer any questions. Contact details will be provided during onboarding.
• Delivery Manager: We’ll assign a Project Manager to smoothly manage your onboarding.

We appreciate your partnership and look forward to a mutually beneficial relationship through our Freight Audit solution.

What you’ll need from your LSPs

To ensure a smooth onboarding process and unlock the full potential of our Freight Audit solution, we'll require your LSPs to provide the following - all of which are commercially reasonable asks to validate that invoices are correct vs. rate cards and applied correctly:

Data access:

• Rate cards: Grant 7bridges access to your complete and up-to-date rate cards with all LSPs. This enables our system to verify that you're being billed according to pre-negotiated rates. Any updates to rate cards must be reflected in the same format as the existing rate card and shared with 7bridges (new rate card formats may incur extra cost to transform and ingest into the software).
• Invoices: Provide us with your historical and ongoing freight invoices. The more data we have, the more comprehensive the Audit can be, potentially uncovering past overcharges.
• Historical shipment data: Sharing your historical shipment data (e.g., weight, dimensions, origin/destination) is essential for the Audit process. This data provides additional context for analysing past invoices and identifying potential discrepancies. While you may not have readily available historical data, we strongly recommend providing it if possible to maximise Audit accuracy and potential cost recoveries.

NB - it is possible for LSPs to send separate datasets for shipment data and invoice data, as long as they can be connected by a unique identifier that is shared across the datasets

LSP information (captured in the ‘Account Landscape’ document):

• Customer account numbers: Furnish a list of your customer account numbers for each LSP you use. These unique identifiers expedite the data retrieval process from your carriers.
• Tracking credentials: provide the credentials used and URL for the portal that enables you to track shipments
• Introduction to your LSPs: A brief introduction to your LSPs, including any relevant contact information. This can streamline communication during the onboarding process, especially if we need to clarify any details regarding invoices or rate agreements.

Your contribution is key

By providing this essential information, you empower our team to configure the Freight Audit solution to your specific needs and maximise potential cost recoveries. We understand that gathering this data may require some effort, but our team is here to guide you through the process and answer any questions you may have.

Working together, we can ensure a seamless onboarding experience and unlock significant cost savings on your logistics spend.

Common exceptions

During the onboarding process and throughout your use of our Freight Audit solution, you may encounter certain exceptions. Here are some common scenarios:

• Missing data: Incomplete invoices lacking essential information (e.g., BOL number, weight, dimensions) can hinder the Audit process. Ensure your LSPs submit invoices with all necessary details.
• Inaccurate data: Typos or inconsistencies in data (e.g., mismatched weights, incorrect service types) can lead to inaccurate Audit results. Double-check your data and collaborate with LSPs to maintain accuracy.
• Non-standard invoices: LSPs may use unique invoice formats. We can typically accommodate most formats, but occasionally, non-standard formats might require manual intervention for optimal processing and in some cases may be rejected.
• Missing logic between rate cards & invoices: Some LSPs may not be able to provide sufficient data to enable Audit of certain charges on invoices against the respective rate cards (e.g. waiting time, packaging supplies, demurrage & detention). This is more common with accessorial fees. In this case we will flag these to you and provide a summary of which charges are included in the Audit process.

FAQs

Q: How long does the onboarding process take?

A: The onboarding process typically takes 6-12 weeks, depending on the complexity of your data and rate agreements.

Q: What happens if I find discrepancies on invoices after going live?

A: Our system flags potential discrepancies. You can review these flags and work with our team to investigate and recover any identified overcharges.

Q: How does your data security policy work?

A: We prioritise data security. You will receive a detailed Data Policy document outlining our robust security measures to protect your information.

Q: What file formats do you accept for invoice submissions?

A: We support various file formats like CSV, PDF, EDI, sFTP, and JPG (for high-quality scans). We recommend using CSV or sFTP for optimal processing efficiency.

Q: What are the scenarios in which an LSP may not get paid?

A: A LSP would not be paid (if AP have implemented the decision to pay based on the outputs from 7bridges) if:

• The LSP has not sent the invoice to the specified email address
• The invoice wasn’t available at the point of retrieving from sFTP and/or ebilling
• The invoice was not sent in required format
• There is a data breach in invoice
• There is an active dispute on invoice

Q: Are the Audit outcomes 100% accurate?

A: Whilst we try our best to minimise false positive disputes and maximise the disputes that are caught by the software, it will never be 100% perfect. We are constantly iterating and improving the rules based on experience from across our customers. If a dispute isn’t successful due to flagging as a false positive, we have an internal process to feed this knowledge back into the product to prevent the same false positive from flagging again.

By understanding these common exceptions, potential issues, and frequently asked questions, you can actively participate in the audit process and maximise your cost savings.

Glossary

LSPs = logistics service providers (i.e. DHL, UPS, Maersk, World Courier etc.)

AP = Accounts Payable (the finance team responsible for paying supplier invoices)