Case Study: NHS Greater Glasgow and Clyde achieves streamlined procurement and faster invoice payments across 10,000 suppliers with Zendesk Support

NHS sees time and cost savings for invoicing process with Zendesk

NHS Greater Glasgow and Clyde (NHSGGC) is the largest NHS Board in Scotland, serving 1.2 million people with 38,000 staff and managing more than £2.5 billion a year. Its Procurement and Accounts Payable teams handle roughly 500,000 invoices from 10,000 suppliers annually, generating about 150 invoice queries per day that required time‑consuming manual checks, re‑keying of data and unclear routing between teams.

NHSGGC piloted Zendesk Support, which integrated with its finance system to eliminate re‑keying, create standardized query tickets and use business rules to route and prioritise issues to the correct procurement groups. The cloud solution was quick to deploy, freed Accounts Payable staff for other work, sped up supplier payments and made the procurement‑invoice workflow far easier to manage for both Finance and Procurement.

NHS Greater Glasgow And Clyde

Graeme Carmichael

Financial Accountant