Business Transformation of 'Procure to Pay' process
About the Client
The client is one of the largest and well reputed Multi System Operator (MSO) in India. With more than 7.2 million digital cable subscribers and 5.5 million Broadband subscribers, the company offers complete digital entertainment package to customers in more than 350 cities in India.
The client has more than 150 locations Pan India from where they provide support to their end customers. Support would also include replacement of set-top boxes, routers, network equipment etc.
To provide the cable services it has installed capital equipment of about USD 1.5 Bn Pan India. The client uses Oracle e-Business suite (ERP) for their core Finance and Procurement processes.

Business Challenge

  • Major difficulty in getting replacements for end customers, due to frequent stock outs, and due to the requirement to provide support a very large customer base.
  • Indenting of new stocks was done by field customer service technicians through email.
Purchase to Pay Process Supply Chain Overview (P2P)


The team worked closely with the client's business and IT teams as well as client's Oracle ERP consultants to understand and transform the various business processes involved from Indenting to Supplier Invoice Payments. SmartDocs Content Collaboration and Workflow platform enabled the streamlining, tracking, and tracing of all the indents up to receipts of stock across India. The solution was customised to enable client's specific processes to be implemented on SmartDocs. The high-level flow chart is shown below
All processes except the “RFQ” and “Quotation Received” sub processes, were implemented on SmartDocs. There were also multiple approvals from various stakeholders involved in many of the sub processes.


  • Tracking and traceability of each indent
  • Visibility to the area service managers of the indents raised and stock received, as well pending stock to be received
  • Improvement in customer satisfaction due to better maintenance of reorder levels as stock depots.
  • Reduced capital deployment in inventory of stocks due to better visibility to senior leadership at granular levels
  • Reduction in inventory replenishment timelines
SmartDocs front end is used for the various processes and there is real time integration with the Oracle ERP system