Zespri speeds NZD $70m claims with SAP automation push

Zespri has launched a digitised customer claims platform built on SAP cloud products, with the fruit marketer reporting faster processing and more consistent decisions across major markets.

The company said it handles more than 40,000 quality claims a year. It put the total value at more than NZD $70 million. Zespri said claims account for about one percent of sales.

Zespri said it overhauled a process that had relied on manual handling. It said teams had seen slower turnaround times and occasional inconsistency in decision making. The new set-up uses a central claims portal and self-service submission.

Zespri said customers can submit claims through the portal and receive outcomes in seconds for eligible cases. It said the system can create multi-delivery claims in under 30 seconds. It also said more than 1,000 deliveries can be processed in under two minutes.

"By combining intelligent automation with human expertise, we've built a platform that reinforces our brand promise and sets a new industry standard for service," said Rahul Badge, Head of In-Market Supply Chain, Zespri.

Badge added: "As a result, we have been able to meet our customers' need for a simpler, faster, and more transparent experience, and give our assessors the tools to reduce manual input and share expert insights across the business. We now see each claim as a chance to show our commitment to service, quality and openness," said Badge.

Automation model

Zespri said 80 percent of claims now use automated recommendations with a human reviewer. It described this as "human-in-the-loop". It said this approach reduced processing times and errors. It also said it freed assessors to focus on complex cases and maintained strict audit requirements.

The company said the platform provides real-time insights across its supply chain. It said the data gives end-to-end visibility. It also said it creates opportunities for preventative action and continuous improvement.

SAP described the project as an example of wider digitisation in fresh produce supply chains, where companies balance customer service with quality control and traceability requirements.

"Zespri has set a new benchmark for customer-centric innovation in the fresh produce industry," said Adrian Griffin, Managing Director, SAP New Zealand.

Griffin added: "By digitising and scaling expert decision-making, Zespri is driving both operational efficiency and customer trust, strengthening its position as a global leader and delivering real value across its network," said Griffin.

Systems stack

Zespri used SAP Commerce Cloud as the customer interface for claims. It said this created a single digital journey for submissions across multiple deliveries.

The company said it integrated real-time supply chain data from SAP S/4HANA with partner products. It said the integration removed repetitive data entry and reduced the risk of human error.

Zespri said an orchestration layer using SAP Business Technology Platform automated the application of business rules. It said it also embedded human expertise at scale.

It said SAP Fiori applications give assessors access to supply chain data and quality inspection reports. It said assessors can review this information end to end when handling complex claims.

Delivery partners

Zespri said Accenture New Zealand and FAIR Consulting Group delivered the platform. The company said the platform now operates across Japan, China, Korea, Singapore, Vietnam, India, the United States and Europe.

Zespri said business users adopted the system quickly. It said senior leaders described it as "the most business-centric digital project Zespri has ever run."

"We set out to make things simpler for everyone. The new system is easy to use and gets claims sorted more quickly, which is good news for both customers and Zespri's teams," said Pete Devereux, Accenture Business Architecture Manager, Accenture.

"It's been a real pleasure working together. The impact for customers is already obvious, and we're excited to keep building from here," said Christiaan Du Plessis, SAP & Cloud Director, FAIR Consulting Group.

Zespri said the claims programme has put it in a position to use predictive analytics and computer vision next. It linked those tools to its aims on quality, sustainability and customer experience.