Case Study: Staples achieves 40% fewer service calls and faster customer onboarding with SAP Ariba's Ariba Punchout

Staples Creating a Superior Online Shopping Experience for Fewer Service Calls with Ariba Punchout

Staples, the world’s largest office-supply retailer, needed to manage a huge, fast-changing product catalog and serve more than 5 million users across 66,000 companies while streamlining the order-to-cash cycle, increasing online shopping adoption, and reducing manual intervention into customer transactions.

By adopting Ariba Punchout and the Ariba Network, Staples integrated online catalogs, standardized customer onboarding, and implemented electronic invoicing—enabling faster onboarding (30 days or less), broader catalog growth, and more efficient supply-chain management. Results included 98% on-time deliveries, a 99% fill rate, 40% fewer customer service calls, a reduction in processing cost from $8 to $2 per purchase, and high electronic/program compliance.

Staples

Denis Kudriashov

Senior Manager, eProcurement