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Interested in expert e-commerce advice? Unsure how to optimize your account? Confused about a customer request? Never fear—help is here! Ariba offers a wide range of support services to assist you with these questions and more. This handy guide will help you choose the right resources so you can get answers fast.

 

Support Teams

Ariba Customer Support

  • What is it? If you have questions about registration, how to log in/reset your password, account navigation, the Supplier Membership Program (SMP), or how to use Ariba solutions and services, contact Ariba Customer Support. Support is available in multiple languages via live chat, webform, and phone between 8:00 p.m. Sunday and 8:00 p.m. Friday, Eastern Time, to help you resolve problems or point you to appropriate resources.
  • How can you access it? Log into your Ariba account, click on Help/Help Center, click Support Center in the right-hand column, and then follow the directions to reach support resources or personnel. (Note that you can still access Help/Help Center to obtain support even if you are not able to log into your account.)

Ariba Enablement Help Desk

  • What is it? The Enablement Help Desk is designed to help you quickly and effectively meet customer requests to begin transacting over the Ariba® Network. Enablement experts are available via phone to answer your questions, provide advice and assistance, and point you to useful resources that make it easier complete the onboarding process.
  • How can you access it? You can reach the Enablement Help Desk by dialing toll-free 1.800.974.4899 between 8 a.m. and 5 p.m. Eastern Time, Monday through Friday.[i]

 

Commerce Assistance

  • What is it? If you’re at the Select, Premier, Enterprise, or Enterprise Plus subscription level, you can maximize your e-commerce capabilities and benefits via customized services and support from the Commerce Assistance team. These collaborative commerce experts can help you with:
    • Customer acquisition: Fine-tune your Ariba profile to win new business, claim your free Ariba Discovery response(s), and proactively connect with more customers over the Ariba Network
    • Customer retention: Implement catalog and back-office integration strategies to increase relationship stickiness
    • Account management: Adopt best practices to drive greater efficiencies within and across customer accounts

If you’re an Enterprise or Enterprise Plus seller, the team can also help you take advantage of SMP package features like:

  • Ariba Ready program membership
  • Integration of your back-end system to the Ariba Network through an Ariba Integration Connector, powered by Dell Boomi
  • Catalog data cleansing and enrichment
  • Technical consultation services
  • Free pass to the Ariba LIVE conference[ii]
  • How can you access it? You can reach the Commerce Assistance team by sending an email to commerceassistance@ariba.com.

 

Ariba Seller Technical Support

  • What is it? If you’re a Premier or an Enterprise or Enterprise Plus seller, you can get 24/5 technical support for fast assistance with account configuration, catalog formatting and validation, integration of your back-end systems with the Ariba Network, and similar requests. You can also receive 24/7 technical support for production-down problems and other high-priority technical issues.
  • How can you access it?
    • For general technical support, log in to your Ariba account, click on Help/Help Center, and click Support Center in the right-hand column. You can then submit your tech support request via webform, live chat, or phone, and a support representative will connect you with the appropriate Ariba Seller Technical Support team member based on the nature of your issue.
    • For high-priority/weekend technical support, follow the steps above to access the Support Center, then use the phone option to receive the appropriate assistance.

 

Strategic and Technical Consulting Services

  • What is it? When you’re ready to integrate your back-end systems with the Ariba Network—which lets you achieve the fully automated, “touchless” order-to-cash processing that maximizes e-commerce benefits for you and your customers—you can contract with the Electronic Supplier Integration Management (ESIM) team to receive personalized consulting on technical implementations, solution testing and troubleshooting, PunchOut configuration, strategic planning, and other B2B e-commerce areas. Additional options include:
    • Integration Express Consultation in which you create an integration playbook that captures your current integration process and capabilities on the Ariba Network along with your requirements for a “fast track” integration, helping you work with customers in the way that’s best for you (for Premier, Enterprise, or Enterprise Plus sellers)[iii]
    • Seller Integration Engagement where you receive technological guidance, proven frameworks, and even sample code to drive success in automating your connection to Ariba (for Enterprise and Enterprise Plus sellers)[iv]
  • How can you access it? To learn more about strategic and technical consulting services, contact the Commerce Assistance team at commerceassistance@ariba.com.

 

Online Communities and Information

Ariba Exchange User Community

  • What is it? The Ariba Exchange User Community has replaced the former Help section in your account. It offers Ariba documentation and tutorials on an extensive array of subjects along with a “Popular Topics” area, product and status alerts, access to phone and live chat[v] support, and options to share feedback. Intuitive self-help tools, simple navigation, and fast and effective search functionality make it easy to find the information you need. (Check out this overview for details.)
  • How can you access it? Click Help in the upper right-hand corner from any page in your account, then click Help Center from the dropdown. For a brief primer on key community features along with helpful navigation tips, read “How to Use the Ariba Exchange User Community.”

 

Ariba Answers

  • What is it? Ariba Answers is an online resource center where you can find videos, recorded webcasts, case studies, white papers, and other materials designed to answer a wide range of “how-to” questions about Ariba and the Ariba Network—from getting started to improving your sales and marketing efforts. For example, you can get responses to queries like:
    • How do I list my business on Ariba?
    • How can I find leads?
    • What does my bill mean?
    • How do I connect with other customers?
    • How do I create a catalog?
  • How can you access it? Go to the Ariba Answers web page and click on “I’m a Supplier.”

 

Ariba Exchange

  • What is it? Ariba Exchange is a collaborative, web-based community where you can ask questions, share insights, and exchange information on a wide range of subjects with your peers, prospects, customers, and others engaged in B2B e-commerce. It provides a great way to network and build valuable relationships that can make your job easier.
  • How can you access it? Go to the Ariba Exchange home page, then register and log in to participate.


Online Training

Live Demos

  • What is it? Live demos are webinars led by knowledgeable instructors who provide practical, detailed information on how to expand your e-commerce capabilities and maximize your Ariba Network presence. Each demo typically lasts an hour, with about 45 minutes of prepared presentation and 15 minutes at the end for questions. Current topics include:
    • Introduction to the Ariba Network for Sellers
    • PunchOut for E-Commerce Managers
    • Integrating with Your Customers through cXML
    • Maximizing your Enterprise/Enterprise Plus Benefit Options
    • Ariba Network Functional Presentation
    • Creating Electronic Catalogs
  • How can you access it? To see a list of available demos and to sign up, go to this live demo registration page or this one.

 


[i] Toll-free Enablement Help Desk support is currently provided in English to sellers in the United States and Canada.

[ii] Free Ariba LIVE pass is available to Enterprise Plus sellers.

[iii] The Integration Express consultation is currently provided in English for sellers utilizing cXML and/or EDI (ANSI X12 and EDIFACT) with at least one customer on the Ariba Network.

[iv] The Seller Integration Engagement is currently provided in English, French, and German. Enterprise sellers receive four consulting hours, and Enterprise Plus sellers receive eight.

[v] Live chat is currently provided in English on a 24x5 (Monday through Friday) basis to Ariba Network sellers, with rollout to other seller groups scheduled in upcoming months.

 


Hey folks,

As promised at both Ariba Live in Las Vegas and in Barcelona, I'm posting the first of two eCommerce Value Calculators.   This is the simplified, high-level value calculator.  It should be used to help you determine where your greatest opportunity to impact your business in the areas of:

  • Working Capital Improvement
  • Increased Wallet Share
  • Efficiency Benefits
    • Invoice Efficiency Improvement
    • Purchase Order Error Reduction
    • Invoice Error Reduction

 

You can find localized calculators in the following locations. 

 

http://www.ariba.com/go/econcalc/High-Level-Directional-eCommerce-Value-Calculator-British-English.xlsx
  http://www.ariba.com/go/econcalc/High-Level-Directional-eCommerce-Value-Calculator-English.xlsx
  http://www.ariba.com/go/econcalc/High-Level-Directional-eCommerce-Value-Calculator-French.xlsx
  http://www.ariba.com/go/econcalc/High-Level-Directional-eCommerce-Value-Calculator-German.xlsx
  http://www.ariba.com/go/econcalc/High-Level-Directional-eCommerce-Value-Calculator-Spanish.xlsx

 

 

Stay tuned for the more detailed eCommerce Value Calculator that I showed at Ariba Live Las Vegas.  I'm doing some final validations and consultations with customers. 

Though your customers will frequently be the key driver in determining what type of e-catalog you implement, understanding the distinctions can help you manage the process more effectively. Here are a few guidelines to help.

 

CIF Catalogs

What are CIF catalogs? CIF (catalog interchange format) catalogs are static catalogs hosted and maintained by either you or your customer. Creating a CIF catalog is relatively simple, requiring you to set up your product or service data in a comma-separated value file (such as Excel) following a basic file header, line data, and file trailer format.

 

Who should use CIF catalogs? Because they must be manually revised in a flat file and then re-uploaded whenever updates are required, CIF catalogs are more resource-intensive to maintain than PunchOut catalogs. This means that CIF catalogs are generally the better choice if you sell smaller numbers of products that don’t require frequent pricing, availability, or other changes. CIF catalogs also don’t enable you to provide actual copies of product specifications, bills of materials, and similar decision-support resources, nor do they easily accommodate configuration rules, so they’re not effective if what you sell requires complex configuration.

 

That said, many buyers prefer CIF catalogs for the higher degree of control they provide over any revisions that need to be made, and despite the extra work involved, some companies maintain very large CIF catalogs. What’s more, a growing number of buyers are investing extensive resources to customize their CIF catalogs and add features that provide a positive user experience—a clear testament to the value they see in e-catalogs generally and CIF catalogs in particular.

 

PunchOut Catalogs

 

What are PunchOut catalogs? PunchOut catalogs let your customer’s procurement solution access content from your e-commerce website via cXML so users can search for, compare, and select what they want to buy, then return shopping cart items to their procurement application for approval and purchase. Because PunchOut catalogs are dynamic, they offer various advantages over CIF catalogs, including the ability to provide real-time pricing and availability (since updates can be made quickly and easily through your website), extensive configuration capabilities, accommodation for almost limitless documentation and other decision-support information, and enhanced customer service via faster order fulfillment and a very high-tech user experience. Level 2 PunchOut catalogs provide additional benefits, enabling customers to search for products right within their own procurement application and then be brought directly to specific “aisle,” “shelf,” or “product” level of catalogs that arise during their search.

 

Who should use PunchOut catalogs? Generally speaking, PunchOut catalogs are the better choice if you sell complex, service-oriented, or highly configurable product offerings; have large catalogs with many SKUs and line items; sell goods that require constant updates on price, description, and content; or have a high number of transactions.

 

Keep in mind, however, that implementing a PunchOut catalog typically requires greater IT resources and means more work up front, since you’ll either need to build an e-commerce website—requiring you to organize and populate a master catalog with categories, descriptions, specifications, pricing, images, and more—or retrofit your existing site to support PunchOut. Finally, you’ll also have to test your catalog to make sure it works with your customer’s e-procurement system.

 

 

In The Next Blog: Getting Started: What You’ll Need to Implement Your E-Catalog

If you don't want to wait until tomorrow to learn more, then go to A Guide to Business Commerce Integrationhttp://exchange.ariba.com/groups/supplylines/blog/2013/03/26/which-online-catalog-is-right-for-you to read the full article.

Supply Chain.png

 

 

The perfect order: your customers want it, and you strive to achieve it—but all too often, factors outside your control can derail it. And as your customer base becomes more global and value chain relationships get more complex, delivering “the right product, to the right place, at the right time, in the right quantity, to the right customer” may feel like an increasingly elusive goal.

 

If you’re nodding your head, you’re not alone. For example, 70% of sellers lack visibility into customer orders and confirmed receipt of goods[i]—key to the perfect order—and it’s no wonder. The need to manage information among an ever-growing array of customers, contract manufacturers, and distributors using disparate technologies across many geographies not only impedes visibility, but makes B2B collaboration difficult for sellers and buyers alike. The result? Performance and service levels suffer as you struggle to comply with customer requirements.

 

The Ariba Collaborative Supply Chain solution can help. By delivering powerful new capabilities to support direct materials supply chain collaboration through the Ariba® Network, Ariba Collaborative Supply Chain provides the visibility, information, and control you need to meet customer demands and achieve the perfect order.

 

 

 

 

 

 

 

How can the solution benefit my business?

With flexible features that streamline and simplify the collaboration process, Ariba Collaborative Supply Chain enables you to:

 

  • More easily fulfill complex customer requirements. Do your customers have multifaceted requirements on exactly how you fulfill and package orders? Purchase order collaboration extensions allow you to provide an unprecedented level of detail in POs, including dozens of item characteristics and product packaging descriptions. This helps ensure that what you send and bill for complies with your customers’ guidelines, increasing their satisfaction and reducing returns.

 

  • Efficiently consolidate shipments. Do you struggle to prioritize and consolidate direct materials shipments so you can send orders in the most efficient manner while still meeting customer due dates? Drawing from a single system of record, ship notice due lists provide real-time information on items due for shipment based on customer, ship-to location, product, PO, and due date. Filtering and grouping capabilities allow you to rapidly organize and prioritize shipments of hundreds of thousands of items from numerous buyers and multiple POs, making it easier to meet specific customer requirements. You can also create ship notices directly from the ship notice due list and consolidate shipments to maximize efficiency and cut costs.

Perfect Order 1.png

 

  • Rapidly respond to changes in customer demand. Do you need a better way to stay on top of constant demand shifts in a high-volume manufacturing environment? Scheduling agreement releases give your customers an automated, efficient way to share their near-term firm requirements, mid-term “tradeoff” requirements, and longer-term forecast requirements. As a result, you gain the transparency you need to understand ongoing demand so you can fine-tune production levels and meet expectations.

Perfect Order 2.png

 

 

Transforming B2B collaboration

With Ariba Collaborative Supply Chain, you can say goodbye to the inefficiency of manual collaboration and cumbersome point solutions. Designed to help you ramp up quickly and realize results fast, the solution provides the resources you need to:

 

  • Onboard efficiently. Intuitive self-service tools plus access to 24x7 support from Ariba enablement experts make onboarding easy, allowing you to quickly connect with customer systems and processes without spending big bucks on hardware or software. The solution also operates through the Ariba Network—the world’s largest B2B trading community, already used and understood by thousands of buying organizations—increasing ease of adoption even more.

 

  • Collaborate broadly. By providing a single network-based platform for you and your customers to manage direct materials transactions, Ariba Collaborative Supply Chain lets you “connect once, collaborate with many,” so you can handle order-to-cash collaboration with myriad customers in real time. Open electronic communication tools simplify interactions, shortening cycle times and giving you greater agility to meet shifting customer needs. Multiple connectivity options, including automated two-way and portal-based collaboration, give you the flexibility to interact in the way that works best for your business. The solution also offers industry-specific collaboration and business processes for retail, consumer products, and discrete manufacturing, with other industries to be added over time.

  • Access actionable intelligence. Ariba Collaborative Supply Chain supports automatic validation and reconciliation of configurable business rules, enabling you to instantly identify errors and fix them before they escalate into big problems. Automated dashboards and reporting put key order metrics at your fingertips, while comprehensive analytics and data based on community transactions provide the information you need to benchmark against KPIs, drive improvement, and consistently deliver the perfect order. Real-time visibility gives you and your customers a shared view of the truth, aligning expectations on contractual terms and pricing and helping you make better-informed decisions together.

 

 

How do I get started?

Your customers who adopt Ariba Collaborative Supply Chain will invite you to use the solution and explain their preferred onboarding process. Simply follow the guidelines they provide to get up and running quickly.

 

 

Learn more

Additional solution capabilities will be introduced in the coming months, so visit this web page often to check out new developments and see how Ariba Collaborative Supply Chain can help you achieve the perfect order.

 


[i] Source: Viewpoint Commentary

Yesterday, we learned about the new Ariba Exchange User Community. Today, we'll show you how to get started.

gettingstarted.jpg

 

 

How do I get started?

To access the community, click Help in the upper right-hand corner from any page in your account, then click Help Center from the dropdown. For a quick primer on key community features along with helpful navigation tips, read “How to Use the Ariba Exchange User Community” (which you can find by entering the title in the Search box at the top of the community home page). Then explore the community and try out the different features yourself. And be sure to check back frequently, since new content and improvements are continually being introduced!

 

What’s ahead for the community?

The goal for the community is to make it easier for you to use all Ariba products and features by sharing best practices, ideas, and answers with your peers, partners, customers, and others. Future releases will incorporate more opportunities for interaction with users both inside and outside Ariba—creating a collaborative model that gives you new ways to voice your needs so we can help you be more successful, faster.

 

 

To read the article in full, click here. For latest insights and best practices for collaborative business commerce, go to our Supply Lines group.

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