<Customer> Customer
Relationship Review
All Ariba
Your Guide to Important
information
© 2011 Ariba, Inc. All rights reserved.
Ariba
Customer Success
This guide has been compiled to help you successfully
navigate Ariba and our wealth of information.
Use the links to navigate to various
useful sites and sections
available to you as an
Ariba Customer.
Community + Capabilities + Technology
=
Better Commerce!
Success is a journey…..not a destination!
2
© 2011 Ariba, Inc. All rights reserved.
Collaborative Business Commerce:
There is a better way
3
© 2011 Ariba, Inc. All rights reserved.
Community
4
•
Ariba Exchange - an interactive platform where you can share questions, best
practices, trends, opportunities and ideas. The goal of Ariba Exchange is to
facilitate communication among our customers, prospects and Ariba subject
matter experts:
http://exchange.ariba.com/index.jspa
•
Customer Success Portal on Exchange – On the site you will find a weekly TIP
of the WEEK, a Customer Reference calendar, Customer Success Lunch 'n
Learn replay, Ariba Knowledge Nuggets, upcoming events, and much more:
http://exchange.ariba.com/groups/customer-success
•
Discovery - Matches Buyer’s Needs with Qualified Suppliers:
http://discovery.ariba.com
•
Visit the Ariba resource library for White Papers, Webinar Schedules, Content,
& much more:
http://www.ariba.com/resourcelibrary/
© 2011 Ariba, Inc. All rights reserved.
Capabilities
Help@Ariba (Support)
•
Customer Support can be contacted via Webform or phone. When in the Ariba site, Click on the Help link in the upper right corner of any Ariba
Solution and select ‘Support’. Click the ‘Contact Ariba Customer Support’ link that is halfway down the page to access the Webform.
For phone support:
•
United States and Canada (toll-free): 1 866 218 2155
United Kingdom (Freephone): 0800 358 3556
Europe: +44 20 7187 4144
•
Asia: +65 6311 4745
All other locations, call +1 412 222 6153
Sourcing Support Desk:
Ariba sourcing experts will review client projects in draft status and provide general recommendations for best practices in event
setup. Following this review an email will be sent to the project owner to provide non-commodity advice regarding site functionality, online
bidding format, lotting structure, bidding parameters, etc. This service is available by clicking the Ariba Review button on the summary tab of
any RFX.
Event Day Management:
Our customer support teams offer operational support during your event to ensure an increase in smooth execution through surrogate bidding,
reactive auction monitoring, enforcement of event rules, messaging management, pausing, extending and resuming events.
Supplier Training:
Pre-recorded supplier training sessions are provided through the Help Menu on the Ariba Sourcing Site. These can be accessed in English 24
hours a day, 7 days a week. Training in additional languages supported by the standard software is also available and may include Brazilian
Portuguese, French, German, Italian, Spanish, Chinese, and Japanese.
Site Administration:
Ariba will assist with standard site administration, such as providing and managing usernames and passwords, editing text at buyer's request,
and adding or suspending buyers from the site. Please note that supplier addition, deletion or edits are conducted by buyers with appropriate
permissions. Please contact Customer Support as indicated above for this service.
5
© 2011 Ariba, Inc. All rights reserved.
Capabilities
Ariba Connect – Support and Knowledge Portal for Ariba Customers:
https://connect.ariba.com
•
As the business sponsor for your site, you will have the ability to submit service and
enhancement requests for your company and access the Knowledge Portal, through Ariba
Connect.
•
Simply click the link “New User” to begin setting up your account. After you set up your account,
you will receive an email from Connect Support informing you when your account is activated.
Please do not try to log on until you receive this email.
•
If you have any issues logging in or creating the account on Connect, you can send an email to
connect_support@ariba.com
Trust.Ariba.com - Real-time information on system performance and security
http://trust.ariba.com/status.cfm
Ariba University - Training offerings and schedules
http://onlinelearning.ariba.com
6
© 2011 Ariba, Inc. All rights reserved.
Capabilities
Ariba Commerce Services: When you need help with deployment, adoption, and ongoing performance of your Ariba solutions, Ariba Commerce
Services is ready to lend a hand. With agility, experience, and reach, more than 600 professionals around the world, speaking more than 25
languages, offer know-how, technology, and market intelligence to make sure you have the capabilities you need to drive fast ROI through lower
costs, higher sales, and optimized cash flow.
http://www.ariba.com/services/
(Link includes information to the following)
BPC- More than a helpdesk, the Ariba Best Practice Center provides flexible, as-needed support tailored to your specific
needs and projects.
Benefits:
• Single, named point of contact who understands your unique situation
• Access to Ariba’s world-leading commerce process and solution expertise and experience
• Proven processes and best practices for nearly all Ariba solutions
• Faster ROI from software initiatives
Business Commerce Enablement- Based on a proven and repeatable approach, The BCE will help you quickly identify,
enable, and realize value through a custom-tailored business commerce program. Prescribed by our domain expertise
with world-class analytics and considerable insight into what buyers and sellers need to facilitate successful collaboration.
The BCE also offers a Success Planning service.
Change Management: A comprehensive plan to provide information, training, support, and motivation for your people to apply
your commerce management practices and tools the right way. Specifically designed to drive adoption by focusing on the
needs of your team.
Education and Training: On-site and/ or remote courses to guide you through every step of your collaborative commerce
journey, offered in a variety of formats to suit your team's situation and needs.
7
© 2011 Ariba, Inc. All rights reserved.
Capabilities
Ariba Commerce Services: When you need help with deployment, adoption, and ongoing performance of your Ariba solutions, Ariba Commerce
Services is ready to lend a hand. With agility, experience, and reach, more than 600 professionals around the world, speaking more than 25
languages, offer know-how, technology, and market intelligence to make sure you have the capabilities you need to drive fast ROI through lower
costs, higher sales, and optimized cash flow.
http://www.ariba.com/services/
(Link includes information to the following)
Ariba Technology Services provides three types of service to help improve your Ariba application:
Upgrade Services: A comprehensive set of services that will migrate your Ariba applications, customizations, and data to a
new release. With Ariba Upgrade Services, you can significantly improve the efficiency and cost effectiveness of your
upgrade project because you get focused resources who leverage standard and specialized upgrade tools, along with
best practices methodology.
Application Management Services: Application Management Services include: adoption and management of unique
customer configuration and enhancements; advanced functional and technical support; monitoring of scheduled tasks
and integration events; support of custom code; management of all code migrations and configuration changes with the
hosting provider (or customer operations team); and coordination of service pack upgrades.
Hosting Services: Ariba Hosting Services provide Ariba solution deployment and operational maintenance in a secure, fully
managed data center that includes dedicated, enterprise-class servers from HP; enterprise-class firewalls with
customized firewall policy; 3PAR data storage and a clustered Oracle Enterprise Edition database tier with automated
failover; VERITAS for data backup and database tier clustering; Solaris on all servers, and more.
8
© 2011 Ariba, Inc. All rights reserved.
Technology – Spend Visibility
9
•
Community Page on Ariba Exchange
http://exchange.ariba.com/community/solutions/spendvisibility
•
Product Information on Ariba Connect
https://connect.ariba.com/AC_web_page/1,,113220,00.html?portal=ProductInfo
•
Best Practice Guides (Help Menu)
Data Extraction Services
Identifying Sourcing Opportunities
Identifying Quick-Hit Opportunities
•
Analysis & Reporting Guide (Help Menu)
•
Data Extraction Guide (Oracle)
https://knowledge.ariba.com/AC_Content_Details_Page/1,,2_81398,00.html
•
Data Extraction Guide (PeopleSoft)
https://knowledge.ariba.com/AC_Content_Details_Page/1,,2_81396,00.html
•
Data Extraction Guide (SAP)
https://knowledge.ariba.com/AC_Content_Details_Page/1,,2_81397,00.html
•
Spend Visibility Customer Case Studies
http://www.ariba.com/solutions/casestudies_grouping.cfm?group_id=17&collateral_type_id=2
© 2011 Ariba, Inc. All rights reserved.
Technology – Sourcing
•
Check out Ariba Connect, the Knowledge Portal for Ariba Customers! Find the new features and
enhancements for the most recent Sourcing release in the following link:
https://connect.ariba.com/AC_web_page/1,5180,119245,00.html
•
You can also access Ariba Connect to search the knowledge base for product documentation,
review the Supply Excellence Posts, find the Ariba University training schedule and view helpful
reports that organize all Service Request information and metrics:
https://connect.ariba.com
•
Join Ariba Exchange, an online Community/Networking site to help you connect, learn & share with
other customers and Ariba Sourcing experts.
http://exchange.ariba.com/community/solutions/sourcing
•
Sourcing “How To” documents such as collaborative sourcing using scoring and team grading,
savings and pipeline, advanced events types – what are they, and improving your sourcing
success; follow this link for these tips and more:
http://exchange.ariba.com/community/solutions/sourcing?view=documents
•
To refresh your skills, check out the schedule for the Sourcing webinars and Lunch ‘n Learns. You
can also access the recordings!
http://exchange.ariba.com/groups/customer-success?view=overview
10
© 2011 Ariba, Inc. All rights reserved.
Technology – Sourcing
•
Locate Ariba Knowledge Nuggets where you can find weekly digests of tips, tricks, Sourcing best practices and
more:
http://exchange.ariba.com/groups/customer-success?view=overview
•
Subscribe to Ariba Supply Excellence, Next Generation Strategies for Supply Management:
http://www.supplyexcellence.com/blog/
•
Check out Ariba SupplyWatch, a quick reference to category insights and trends. Access this link to subscribe:
http://www.ariba.com/programs/emails/subscribe/index.cfm
•
Subscribe to Ariba Tech Connect for OnDemand Solution– Valuable Expertise From Ariba Support.
Subscribe: https://knowledge.ariba.com/AC_Subscriptions/
•
Even MORE Ariba Sourcing resources can be found at:
http://www.ariba.com/resourcelibrary/
•
Self-guided Tutorials, Sourcing User Guides, System Administrator Guides and Supplier Tutorials are easily
accessed via the Help tab in your user interface.
11
© 2011 Ariba, Inc. All rights reserved.
Technology – Contract Management
•
Contract Management "How To" docs from legacy loads, creating contract workspaces, to editing
assembled docs; you will find many helpful tips here:
http://exchange.ariba.com/community/solutions/contractmanagement?view=documents
•
Looking for Contract Management webinars? Find the Lunch ‘n Learn replays here:
http://exchange.ariba.com/groups/customer-success?view=overview
•
For Best Practices on improving your Contract Management process search the Knowledge
Nuggets here:
http://exchange.ariba.com/tags/ariba_knowledge_nuggets
•
Why Connect? Submit and track service request and enhancement requests, view fix defects and
service packs, here the latest communication on supported platforms, search the knowledge base
for product documentation:
https://connect.ariba.com
•
Don't forget that user guides and system
administrator guides are easily accessible
through your Help tab in your user interface.
12
© 2011 Ariba, Inc. All rights reserved.
Technology – Supplier Information
Performance Management (SPM or SIPM)
•
Stay current on the most profitable trends in business commerce by
subscribing to Ariba’s newsletters:
http://www.ariba.com/programs/emails/subscribe
•
General Info on Supplier Management:
http://www.ariba.com/solutions/suppliermanagement.cfm
•
Supplier Management Guide for 11s releases
https://connect.ariba.com - Supplier Guides
•
Ariba Sourcing and Supplier Management
https://connect.ariba.com/Sourcing and SPM Guides
•
Getting Started, Templates and Guides – Conveniently located within the
help guide of your site.
https://s1.ariba.com/Help/Main/aw?awh=r&dard=1
13
© 2011 Ariba, Inc. All rights reserved.
Technology – P2P, P2O, ASP, APC
•
Ariba’s Home Page: http://www.ariba.com/solutions/procurement/
P2P: the market-leading solution that automates the entire procure-to-pay process and helps you
control all goods and services spending for maximum spend under management.
http://www.ariba.com/solutions/procurement/procuretopay.cfm
Services Procurement: the only SaaS solution that delivers savings on any type of service,
including contingent labor, consulting, marketing services, and print.
http://www.ariba.com/solutions/procurement/servicesprocurement.cfm
Procurement Content: the only solution designed to maximize spend coverage of SAP and Oracle
through rapid enablement and adoption of comprehensive supplier catalogs.
http://www.ariba.com/solutions/procurement/procurementcontent.cfm
T&E: the first truly integrated solution for managing travel costs. It lets businesses combine travel
with other spend categories and use a single system for managing everything.
http://www.ariba.com/solutions/procurement/travelandexpense.cfm
14
© 2011 Ariba, Inc. All rights reserved.
Technology – P2P, P2O, ASP, APC
•
Connect: Access Ariba Connect to search the knowledge base for product documentation,
review the Supply Excellence Posts, find the Ariba University training schedule and view helpful
reports that organize all Service Request information and metrics.
https://connect.ariba.com/AC
Release Readiness: Access Ariba’s Release Readiness site within Connect for new features
and enhancements for the most recent Procurement release.
Review information on the latest fixes, defects, and service packs.
o
P2P
o
P2O
o
Procurement Content
o
T&E
Tech Connect: Subscribe to various versions of Ariba’s Customer Support Bulletin.
http://www.ariba.com/programs/emails/subscribe/
15
© 2011 Ariba, Inc. All rights reserved.
Technology – P2P, P2O, ASP, APC
Ariba Exchange: Access Ariba Exchange, an online Community/Networking site to help
you connect, learn & share with other customers and Ariba Procurement experts.
http://exchange.ariba.com/index.jspa
Procurement Community: http://exchange.ariba.com/community/solutions/procurement
- View recent content on procurement.
–
Customer Success: http://exchange.ariba.com/groups/customer-success
–
–
–
•
Browse the scheduled webinars, Customer Spot Light calls, and Lunch ‘n Learns and register on
the spot.
Access recordings and documents posted on a variety of topics including procurement.
Locate Ariba Knowledge Nuggets where you can find weekly digests of tips and tricks.
Social Media
16
Browse the most popular documents.
http://www.linkedin.com/company/ariba
http://www.facebook.com/AribaInc
http://twitter.com/#!/ariba
http://www.youtube.com/user/AribaSpendManager
© 2011 Ariba, Inc. All rights reserved.
Technology – Invoice/Payment
•
Ariba Connect:
https://connect.ariba.com /
email: connect_support@ariba.com
•
Invoice and Payment User PDF:
https://connect.ariba.com/connect/Downloads/HAA/docs/procurement/en/documentation/eipp_basic/eipp_guide/PDF/eipp-user.pdf
•
Invoice and Payment Management document:
http://www.ariba.com/solutions/invoice-management.cfm
•
Supplier Membership: FAQ’s
http://www.ariba.com/suppliermembership/faq.cfm
•
Ariba Invoice and Payment user library on Ariba’s website
http://www.ariba.com/resourcelibrary/view_all_Resources.cfm?solution_id=6
•
•
Social Media
http://exchange.ariba.com/search.jspa?peopleEnabled=true&userID=&containerType=&container=&q=invoice+and+payment
http://www.linkedin.com/company/ariba
http://www.facebook.com/AribaInc
http://twitter.com/#!/ariba
http://www.youtube.com/user/AribaSpendManager
Media Coverage:
http://video.cnbc.com/gallery/?video=3000022766
17
© 2011 Ariba, Inc. All rights reserved.
Technology – Ariba Network
•
•
If you have a Network Program Manager (NPM) assigned to you, contact them. They are a great gateway.
If you do not have an NPM assigned, the Ariba Liaison desk is another great place to start:
Contact Andy Wolff—412-297-8827
•
Ariba Network Training & Materials: Contact Andy Wolff directly at awolff@ariba.com
Commerce Cloud solutions and community:
http://www.ariba.com/commercecloud/?elq_mid=82&elq_cid=21933&elq=4ed234bdf19449e78d6d31b2167ecea0
•
Ariba Connection Solutions log in :
Website - https://connect.ariba.com/SRWebService/UserRegistration.aspx
Email - aribaconnection@ariba.com
•
Network Contact Landing page
https://knowledge.ariba.com/KAA_ASN_Contact_Us
•
Ariba Exchange--Marketplace of Ideas and Idea Sharing:
http://exchange.ariba.com/index.jspa
•
Ariba Invoice Conversion Services:
http://www.ariba.com/services/invoice-conversion.cfm
•
Ariba Invoice Management:
http://www.ariba.com/solutions/invoice-management.cfm
•
18
Product documentation—log on to your Ariba application and press the Help button to access
product documentation
© 2011 Ariba, Inc. All rights reserved.
Technology – Ariba Network
•
•
•
•
If you have a Network Program Manager (NPM) assigned to you, contact them. They are a great gateway.
If you do not have an NPM assigned, the Ariba Liaison desk is another great place to start: Contact Andy Wolff—412-297-8827
Ariba Network Training & Materials: Contact Andy Wolff directly at awolff@ariba.com
Ariba Global Invoicing Management:
http://www.ariba.com/resourcelibrary/views/resource_library_asset_brief.cfm?asset_id=711
•
Ariba Resource Library-http://www.ariba.com/resourcelibrary/
•
Working Capital Management Solutions-Direct (Paul Floyd): pfloyd@ariba.com
•
Ariba Supplier Membership Program (SMP) :
http://www.ariba.com/suppliermembership/index.cfm
•
Network Solutions Webinars:
http://www.ariba.com/programs/invoicenow/
19
© 2011 Ariba, Inc. All rights reserved.
Technology – On Premise Solutions
This section provides links to many helpful Ariba Guides located within Ariba Connect. All of these guides are
also located in the Help section within your instance of Ariba.
Ariba Sourcing (9r1):
• Ariba Sourcing – Reporting and Analysis Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/sourcing_pro/sourcing-analysis-guide.pdf
•
Ariba Sourcing - Event Management Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/sourcing_pro/event_management_9r1SP9.pdf
Ariba Contracts (9r1):
• Ariba Contracts – Reporting and Analysis Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/contract_pro/contract-analysis-guide.pdf
•
Ariba Contract - Authoring Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/contract_pro/contract_authoring_guide.pdf
•
Ariba Contract - Process Management Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/contract_pro/contract_process_management_9r1SP9.p
df
•
Ariba Contract Compliance – User Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/acc/contract.pdf
•
Ariba Contract Compliance - Implementation Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/acc/contract_admin.pdf
20
© 2011 Ariba, Inc. All rights reserved.
Technology – On Premise Solutions
This section provides links to many helpful Ariba Guides located within Ariba Connect. All of these guides are
also located in the Help section within your instance of Ariba.
Ariba Buyer (9r1):
• Ariba Buyer – Getting Started Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/all_buyer/getting_started.pdf
•
Ariba Buyer - Configuration Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_buyer/buyer_config.pdf
•
Ariba Buyer – Customization Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_buyer/buyer_customization.pdf
•
Ariba Buyer Procurement - User Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/all_buyer/proc_user.pdf
•
Ariba Buyer – Catalog Administration Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_buyer/catalog-guide.pdf
•
Ariba Analysis for Ariba Buyer – User Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/reporting/analysis-buyer-user-guide.pdf
•
Ariba Network – Buyer Administration Guide (AN 49)
https://connect.ariba.com/connect/Downloads/HAA/docs/aribanetwork/en/documentation/BuyerAdminGuide/PDF/BuyerAdminGuid
e.pdf
•
Ariba Invoice and Payment – User Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/invoice_and_payment/inv_pay_user.pdf
21
© 2011 Ariba, Inc. All rights reserved.
Technology – On Premise Solutions
Other Relevant Information:
•
Ariba Spend Management – Setup Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/asm/setup.pdf
•
Ariba Spend Management – Customization Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/asm/asm_customizati
on.pdf
•
Ariba Spend Management – Suite Integration Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/asm/aribaintegration.
pdf
•
Ariba Travel & Expense – Implementation Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/te/TandE_admin.pdf
•
Ariba Platform Matrix
https://knowledge.ariba.com/ACgo2/1,,104029,00.html
•
Upstream Configuration Guide
https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_ss/upstreamcustomization.pdf
22
© 2011 Ariba, Inc. All rights reserved.
