Customer case Total Care
Total Care strengthens control over its Purchase-to-Pay process
Guidance through the selection process & implementation of a P2P system at the market leader in cleaning and home care.
At Total Care, the organisation behind CSU and Tzorg, there was a need for greater control over the procurement process. The organisation wanted more insight into and control over spend, commitments and approval processes, while at the same time reducing the administrative burden within Finance. The ambition was to use a new ordering system to set up the entire ordering process in a future-proof way: from request and order to approval, invoice processing and reporting. Spendlinq guided the programme from software selection through to the organisation-wide rollout. The result is a new Purchase to Pay (P2P) environment that offers more control, efficiency and transparency.
The challenge
A spend analysis commissioned by Total Care showed that the P2P process offered too little support for keeping control of spend up front. Only 0.9% of procurement invoices could be matched automatically to a purchase order. As a result, in most cases the check only took place after the invoice had been received. This led to several challenges, such as little insight into outstanding commitments, limited control over orders and suppliers, a lot of manual work within Finance, and limited ability to analyse and steer spend.
Total Care wanted to change this way of working fundamentally by recording commitments up front, supporting employees through the right ordering processes and making the entire P2P process more efficient and easier to control. With the Bestelmodule 2.0 programme, Total Care took the step towards a future-proof procurement process. After a careful selection process, the choice fell on Coupa as the new ordering platform, integrated with AFAS and Whitevision.
The role of Spendlinq
Spendlinq guided Total Care through software selection and project management, all the way to the design of processes, implementation support and the organisation-wide rollout of the new procurement platform.
Together with a multidisciplinary project team, functional requirements were gathered and translated into a selection process for a new ordering platform. Once Coupa had been chosen, Spendlinq guided the further design of the processes and the collaboration between Total Care, implementation partner Dynatos and the suppliers involved.
The implementation went beyond technology alone. Considerable attention was paid to the impact on the organisation. Managers were taken along in the changes, key users were involved in testing the solution and end users were trained in the new ordering process. Suppliers were also prepared for the new way of working, and a support organisation was set up, including a Procurement Service Desk and functional management.
The solution
Together with the project organisation, Spendlinq delivered an integrated P2P solution with Coupa as the central ordering platform, linked to AFAS as the financial system and Whitevision for digital invoice processing.
Employees now order through central catalogues and contracted suppliers, with the system automatically supporting the right coding, authorisations and approval flows. Approved orders are sent directly to suppliers, and employees have real-time insight into the status of orders. This means the ordering process aligns better with invoice processing.
The technology
The result
With the new way of working, Total Care has taken an important step towards a more manageable procurement process, which has improved control over spend and contract compliance. In addition, the processing of PO invoices has been made more efficient, administrative work within Finance has been reduced and approvers have a single central workspace, including via the mobile app. Finally, this gives Total Care a solid foundation for further spend analyses and data-driven management information.
About Total Care
Total Care is a Dutch family business and the parent organisation of CSU and Tzorg. CSU is the market leader in commercial cleaning and Tzorg is the market leader in domestic support and individual guidance under the Wmo (Social Support Act). With more than 29,000 employees combined, the organisations work every day for thousands of customers and tens of thousands of clients across the Netherlands. Drawing on its role in society, Total Care focuses on people-centred services, innovation, digitalisation and sustainability.
