Key results
The company
Schaeffler Group
schaeffler.comAutomotive and industrial supplier of precision bearings and motion technology.
Result highlights
- Order processing cut from days to <4 hours
- Up to 80% reduction in order status requests
- >75% automation of manual PO confirmations
The story
One of the world's largest family-owned businesses, employing 120,000 people to manufacture motion technology components across 250 locations globally.
Procurement specialists manually processed incoming purchase order confirmations, with over half arriving as PDFs via personal email. Deviations in price or delivery dates occurred in 90% of cases, forcing staff to conduct manual data comparisons and chase resolutions through individual email threads.
The organization built a custom workflow using App Engine to process incoming order confirmations, serving as an orchestration layer between SAP and Coupa. The system utilizes AI to identify discrepancies in price or delivery dates from PDF documents that previously required manual review. An integration with Microsoft Teams routes these specific deviations to the correct individuals for verification, replacing manual email chains.
Quotes
“ServiceNow is a key enabler of our shared services transformation. We want to improve speed, quality, and user satisfaction even more by further integrating ServiceNow and utilizing its capabilities in business and IT workflows to standardize and orchestrate processes throughout our environment. With a cross-functional digitalization approach, we can resolve pain points in transactional processes across the business. And when we fully capitalize on the game-changing attributes of ServiceNow AI Agents, for example in producing short accessible summaries from long, detailed knowledge articles, the potential time savings and productivity improvements are enormous.”