35% Fewer Disruptions to Procurement and Invoicing Workflows

For a global engineering and construction services company, supplier invitations, invoice approvals and work-order alerts all move through email. When the messaging layer breaks, procurement and finance stall with it. The company's procurement, invoicing and asset workflows run through SAP Ariba, SAP Concur, Oracle and IBM Maximo, all of which depend on Outlook and Exchange/Microsoft 365 to reach the right people. Aziro set up a dedicated L2 Messaging Support team embedded within the client's application support function, combining a structured ServiceNow workflow, custom Outlook automation and verified resolution. The result is a stable, well-governed messaging layer, with 35% fewer messaging-related disruptions to procurement and invoicing workflows.

Supplier invitations, invoice approvals and work-order alerts all depended on a messaging layer that kept breaking.

Hidden Messaging Failures Email issues often looked like application failures, sending teams in the wrong direction. Vendor onboarding stalled and payment cycles froze for days while the real cause went undiagnosed.

Unmanaged Shared Mailboxes High-volume workflows ran through shared mailboxes and distribution lists with permission gaps and unmonitored queues, so critical messages could go unseen.

Reactive Fixes Problems were addressed only after they surfaced. Procurement and finance teams were left to absorb the delays while issues were tracked down and fixed.

"By stabilizing the messaging layer behind SAP Ariba, SAP Concur, Oracle and IBM Maximo, Aziro kept procurement, invoicing and asset workflows moving." 

Aziro set up a dedicated L2 Messaging Support team embedded within the client's application support function, bringing structure, automation and accountability to every messaging issue.

Structured ServiceNow Workflow Every issue moves through triage, scope gating and escalation in ServiceNow. Coordinated handoffs to Identity, Security and other resolver teams mean problems reach the right team quickly.

Custom Outlook Automation Aziro-built Outlook add-ins and VBA macros let users flag SLA-risk emails, log tickets in one click and automate archiving. Routine messaging tasks no longer depend on manual effort.

Verified, Auditable Resolution Every fix is verified live with the user before closure. This creates a clean audit trail for critical workflows and confirms that issues are truly resolved. 

Messaging issues raised by users across Outlook and Exchange/Microsoft 365 are logged and triaged in ServiceNow by Aziro's L2 Messaging Support team. Issues are resolved directly or handed off to Identity, Security and other resolver teams, keeping the email flows behind SAP Ariba, SAP Concur, Oracle and IBM Maximo running.

[Architecture diagram to be created: business applications → Outlook and Exchange/Microsoft 365 → ServiceNow triage and escalation → L2 Messaging Support and resolver teams]

L2 messaging support model, from business-critical email flows through structured triage, escalation and verified resolution.

Messaging Platform

• Microsoft Outlook
• Exchange / Microsoft 365
• Shared Mailboxes & Distribution Lists

Business Applications

• SAP Ariba
• SAP Concur
• Oracle
• IBM Maximo

Support & Automation

• ServiceNow
• Custom Outlook Add-ins
• VBA Macros

A stable, well-governed messaging layer now keeps procurement, invoicing and asset management running smoothly.

• 35% reduction in messaging-related disruptions to procurement and invoicing workflows.

• 30% faster ticket resolution against SLA through structured triage and escalation.

• 40% reduction in manual monitoring effort across shared mailboxes and queues.

• 45% of routine messaging tasks automated with custom Outlook add-ins and macros.

By turning reactive firefighting into structured, automated support, Aziro made the messaging layer a reliable foundation for the client's procurement, invoicing and asset workflows. 
 

Aziro provides application and messaging support that protects the business workflows running on top of enterprise email, combining structured service management with custom automation.

For enterprises whose procurement, finance or operations workflows depend on email, Aziro can design and run a support model tailored to your platforms, applications and SLAs. Reach out to explore how a similar approach could reduce disruptions in your organization.