The Business Challenge
- Distributor relationships strained due to delayed claim settlements impacting working capital
- Revenue leakage from duplicate, incorrect, and disputed claims
- High sales & leadership bandwidth spent on audits and escalations due to lack of a reliable system of record
The Operational Challenge
- Claims and pricing communication ran on emails and spreadsheets — from submission to settlement
- Frequent miscommunication and manual errors in pricing, settlements, and scheme reconciliations
- Manual verification of documents and calculations delayed settlement cycles
- Teams spent significant time chasing updates due to low visibility and frequent follow-ups
What We Built
A secure claims and pricing portal enabling structured, auditable communication between distributors and business stakeholders — without disrupting existing workflows.
Configuration & Calculation Flexibility
- Fully configurable claim types at the distributor level (promotions/schemes, shortages, rate differences, damages, samples, logistics, etc.)
- Flexible settlement logic and reconciliation templates — designed to adapt to distributor-specific margin structures and changing pricing
- Centralized controls to maintain consistency without slowing down change
- Built-in automated data quality checks to prevent bad data from entering the system (including checks for FIFO sales / duplicate claims, etc.)
- Flexible, user-defined rules to ensure distributors submit only valid and approved codes (e.g., distributor code, channel code, SKU code)
Masters, Workflows & Communication
- Secure distributor-level access — each distributor sees only their own data
- Centrally managed masters (SKU, pricing, discounts) to ensure consistent communication and accurate calculations
- Role-based accountability and approvals across Distributor → ASM/RSM → Finance, enabling validation and settlement sign-off
- Automated email triggers across the entire claims lifecycle, including data ingestion notifications, approval/rejection communications, claims cover note availability, and collaboration emails
Our Implementation Strategy
The customer had attempted to solve this earlier using Zoho Analytics, but adoption and execution stalled due to:
- Distributor-specific reconciliation logic creating excessive development and change backlog
- A rigid interface that wasn't usable for non-technical distributor teams — leading to low adoption and stalled rollout
- Limited data processing capabilities that did not work with higher volumes and complex business-specific derivations
Using Wekalp's process discovery and flexible templates, we operationalized distributor-wise settlement logic and delivered the initiative within 3 months.
Impact
Claims cycle compressed by ~12×
Real-time visibility for distributors and leadership
Distributors onboarded with role-based access
- Claims cycle reduced from ~3 months to ~1 week
- Real-time 360° visibility of claim status for distributors and leadership
- Revenue leakage prevented through structured validations and audit-ready workflows
- Seamless audits and reduced escalations through a single system of record
- A scalable foundation for finance automation and data lake initiatives
What's Next
- Q-commerce reimbursement and reconciliations
- Finance close automation
- Customer Loyalty Analytics
Claims automation only works when the platform adapts to real-world complexity. In this rollout, distributor-specific rules and approvals were the core challenge — and flexible configuration is what enabled speed, adoption, and audit-ready execution.
Key Takeaway
