Suppliers have to deal with many customers, who all differ in the way they wish to interact. Automating the management of multi-format transactions benefits all the parties involved in a supply chain and is only possible with intelligent systems in place. The need to continually adapt and improve customer automation management, needs to be built on a strong foundation of supporting tools and services. This paper looks at these challenges and how they can be overcome. It should be of interest to those stakeholders within suppliers that stand to benefit from improved automation, including: supply-chain managers; the customer services team; financial executives; and IT operations, which deploy the applications to support the supply chain.