How Fire and Emergency New Zealand achieved standout eInvoicing results

A simple, scalable solution with the right partner

FENZ’s success started with choosing a provider – Desktop Imaging which made adoption easy.

Desktop Imaging delivered an integrated solution that allowed eInvoices to flow alongside existing invoice channels into FENZ’s finance systems (via ApprovalPlus and JD Edwards). This meant no disruption to internal workflows – a critical factor in early adoption.

But the real value extended beyond technology. Desktop Imaging played a proactive role in:

• identifying suppliers already capable of sending eInvoices
• supporting onboarding and supplier education
• providing practical, real-time insights to drive conversion

"Having an engaged partner who not only wanted our solution to work, but also wanted people to use it, has made all the difference."

Maxine Young, Manager Financial Transactions, FENZ

Strong internal support made rollout easy

FENZ treated eInvoicing as a business improvement, not just a system change.

What they did to bring people along:

• A managers’ training session gained management buy-in early, reinforcing the importance of meeting faster payment time requirements and better invoice processes.
• Clear ownership through a central Accounts Payable Technical Specialist coordinating implementation.
• Regional business engagement via information sessions to explain how eInvoicing works and the role they play in supporting eInvoicing and payment times.
• Consistent messaging which focused on benefits, not compliance.

This approach eliminated resistance and ensured alignment and buy-in across the organisation.

Smart supplier onboarding: targeted, automated, effective

FENZ’s supplier strategy focused on making it easy and compelling for suppliers to switch.

Data-led targeting

With support from Desktop Imaging, FENZ used supplier data to identify businesses already using eInvoicing platforms like Xero and MYOB. This helped them target areas with the highest chance of success.

“Teach, not tell” email communications

Supplier messaging approach:

• signalled a clear preference for eInvoices 
• focused on benefits – faster payment, fewer errors, greater security and certainty
• supplier NZBNs collected to improve matching and processing
• supported by the Ministry of Business, Innovation and Employment’s communication resources and Desktop Imaging’s expertise

Desktop Imaging kept a finger on the pulse

Desktop Imaging stayed close to market activity and helped identify large suppliers in FENZ’s supply chain that were becoming ready to send eInvoices. This gave FENZ timely opportunities to target likely candidates and support their transition.

Built-in nudges at the right moment

A standout tactic implemented by Desktop Imaging was a hands-off automated email reply to PDF invoices sent by email from eInvoicing-capable suppliers – that is those using Xero or MYOB:

• shared FENZ’s NZ Business Number (NZBN) and simple instructions
• 50% of recipients have switched to eInvoicing so far

“This was a simple but powerful tool – we reached suppliers exactly when they were invoicing and gave them everything needed to switch.”

Kris Elliott, Solutions Specialist, Desktop Imaging

Results: measurable gains across performance, adoption, and accuracy

Faster payment performance

• Payments within 10 working days improved over the last 12 months from 79% to 92.5%. 

Rapid growth in eInvoices received

• eInvoices received have increased month-on-month over the last 12 months, from 32 in the first quarter to 1,204 in the last quarter.
• Converted 50.5% of high-frequency Xero and MYOB suppliers to eInvoicing (194 from 384 suppliers).

Fewer errors and exceptions

• 30 eInvoices were rejected because they had no Purchase Order or Business Unit number compared to 1,193 of PDF invoices rejected for the same reason.  
• No ‘unknown supplier’ rejections for eInvoices compared to 148 for PDF invoices.

Improved compliance and data quality

• 100% of eInvoices met IRD GST requirements vs 189 PDF invoices rejected for non-compliance in the same period.

Faster invoice ingestion times

• 100% of eInvoices delivered within 24 hours compared to 90.3% of emailed invoices.

Why FENZ’s approach worked

FENZ’s results were not accidental – they were the product of 3 reinforcing success factors:

• A proactive, value-adding provider
• Strong internal advocacy and change management
• Smart, scalable supplier onboarding

Resources

Get your suppliers ready for eInvoicing with this communications toolkit [DOCX, 1.1 MB]