Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships (Part 2)


Whilst the mix of inbound channels for receiving order in ANZ might vary slightly – greater EDI adoption and lower faxed orders – the same challenge of VISIBILITY exists in ANZ. Typically there is no single view of the customer orders and no real time analytics on order management is available to supply chain management and business managers.

Esker Survey Results 2

ESKER: A Worldwide Leader in Cloud-based Document Processing Automation Software.

Esker A worldwide leader in Cloud based solution 2

Quit Paper in any Business Document Process

For Quite some time, business faced challenges to manage documents across different devices, as well as to control document flow that made business reporting an arduous task. This scenario prevailed for years mainly because organisations used manual processes, which were neither sophisticated not intelligent enough to capture data from complex documents such as invoices, sales orders and account statements. Due to the complexity these documents contain: product codes, GST, quantities, prices, etc. businesses experienced processing delays, high error rates, poor reporting and customer dissatisfaction. Thanks to documentation process automation software, organizations can automate their manual business processes  which were neither sophisticated nor intelligent enough to capture data from complex documents such as invoices, sales order sand account statements. Due to the complexity these documents contain: product codes, GST, quantities, prices,etc., businesses experienced processing delays, high error-rates, poor reporting and customer dissatisfaction. Thanks to documentation process automation software, organizations can automate their manual business processes and free up their workforce from spending hours on error-prone manual operations. Automating document processes throughout a company adds value to existing systems, enhances productivity, strengthens business relationships and improves the exchange of business-critical documents between customers and suppliers.

Starting off as a host access software provider in 1985, today Esker has become one of the leading document process automation solution providers. Esker solutions help organizations of all sizes to improve efficiencies, accuracy, visibility and costs associated with business processes.

The core principle behind Esker’s document process automation platform is a focus on helping businesses Quit Paper to drive operational efficiencies, cost savings and process visibility. Esker offers solutions specifically designed to eliminate the huge amounts of paper flowing through order-to-cash (O2C) cycle of fulfilling customer orders and collecting payment, and the purchase-to-pay (P2P) cycle of buying the goods and services.Increasing speed and accuracy through document process automation helps businesses fulfill customer orders faster, get paid sooner, optimize financial management and maximize supply chain efficiency.

From cloud computing and infrastructure to business processes and personal collaboration, Esker has proved to be one of the rarest software vendors to offer 100 percent cloud and business automation to its clients.

In a nut shell, Esker guarantees to bring the paper-flow of information to a halt within an organization by initiating the right automation to every business documentation cycle.

One Platform for Any Business Process

Esker allows businesses to control all of their document process improvement efforts in one collaborative platform that spans the entire cash conversion cycle. Whether they want to automate and capture any inbound documents (sales order, vendor invoices) or electronically deliver any outbound document (customer invoices,purchase orders),Esker allows them to automate as needed using a shared group of technologies.

Through this innovative platform, businesses have a single solution to receive sales orders or supplier invoices from any source; send purchase orders or customer invoices directly from ERP systems and store documents and data within the ERP application

Esker’s automation solution is implemented either on-premises via Esker Delivery Ware or in the cloud via Esker on Demand to automate accounts payable, order processing, accounts receivable, purchasing and more.

“Working with in a wide range of industries for nearly three decades with businesses of various sizes, we have found that automation typically helps organizations process business documents like orders and invoices up to 90% faster and a minimum of 40% more cost effectively when compared to manual processing methods,” said Jean-Michel Bérard, CEO at Esker.

Esker’s Innovative Solutions

Esker infuses its core mantra, Quit Paper, in every solution that the company delivers. For instance, Esker’s mobile invoice approval application, Esker Any where, equips managers with on-the-go accessibility to review and approve purchase requisitions and supplier invoices. The application helps businesses further speed up the review and approval cycles of invoice and requisition processing, as well as improve efficiency in the P2P cycle.

“Employees are becoming increasingly mobile and require anywhere accessibility to business processes and data in order to maximize productivity,” said Jean-Michel Bérard.“Our mobile app is a result of our ongoing commitment to bring value to companies looking for faster and more efficient ways to do daily business activities, including processing invoices and spend requests on the move.”

Esker A worldwide leader in Cloud based solution

Solution Dash boards Optimize Business Process Management

Esker offers collaborative and customizable solution dashboards which facilitate daily tasks, monitor performances indicator sand react quickly to prevent problems or spot opportunities early, making every action smarter and more strategic. The dashboards, which are integrated into all Esker solutions, enable users to access the right information when they need it, follow key performance indicators and provide real-time visibility on work in progress.

“Our simple, intuitive and collaborative solutions allow organizations to optimize how they manage critical business processes,” said Jean-Michel Bérard. “We are committed to improving our solution functionality, placing the user experience at the center of our development efforts. This new development philosophy generates greater customer adoption and improved user efficiency.”

“Esker is commitment to building a network of business collaboration, enabling meaningful connections between organizations, suppliers and customers.”


After having catered to Malaysian Airlines, Sony, Toshiba, Samsung, Whirlpool etc.,Esker continues to innovate and offer enhanced solutions to deliver greater added-value to its customers.


Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships


Whilst these numbers are based on European companies, the situation in ANZ is somewhat different. Informal survey numbers, due a greater adoption of EDI and smaller number of orders, show that less than 33% of companies plan to optimise their order processing in 2016 in ANZ. So this is a great opportunity for companies to improve customer experience (‘where is my order?’), reduce labour intensive activities to better focus on customer education, customer cross selling and customer care activities.

Esker Survey Results 1

Pharmaceutical Company Menarini Cuts Order Processing Time in Half with Esker’s Cloud-Based Automation Solution



Sydney, Australia — May 16, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is working with Menarini Spain, a leading pharmaceutical group, to automate the company’s 30,000 annual customer orders. As part of the company’s customer service modernisation project, Esker’s Order Processing automation solution has enabled Menarini Spain to process its orders 50% faster.
Previously, Menarini Spain manually processed the orders it received (mostly via email from hospitals, wholesalers and pharmacies) into its ERP application. The company turned to Esker to address the inefficiencies of this process, and in less than two months, Menarini had achieved its objective of automating the entire order management process—from the reception of a customer order to its creation in the ERP application—and cut processing time in half compared to manual order entry.

Thanks to Esker, Menarini also achieved benefits beyond processing speed, including:

  • Improved order traceability.
  • Increased customer satisfaction.
  • Reduced environmental footprint (e.g., eliminated physical archiving).
  • Greater productivity; staff members who previously spent time manually processing orders are now able to focus on more value-added tasks such as customer service.
  • Enhanced visibility; thanks to Esker dashboards, staff members have access to information such as the number of orders received by customer or in a given period of time.

Food & Beverage Company Garcia Carrión Reduces Order Processing Costs by 70% with Esker’s Automation Solution



Sydney, Australia — May 3, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is working with García Carrión, the leader in the wine and juice market in Spain, to automate the company’s inbound fax and email orders.

Thanks to Esker’s cloud-based Order Processing automation solution, García Carrión has improved its customer response time by 80 percent and reduced its order processing costs by 70 percent.
García Carrión receives over 30,000 orders per year (approximately 120 per day) via email or fax. These orders had previously been processed manually (excluding EDI), with several full-time employees needed in Madrid and Barcelona to print the emails, enter data in the SAP® system and physically archive the documents — a process that took an average of two minutes per order.

Key Objectives

As part of its strategy to continuously improve business processes, García Carrión was looking to improve order management by reducing the number of errors and creating a single entry point for all orders. This would facilitate order retrieval, reduce the risk of lost orders and improve customer relationships. Additionally, García Carrión would also be able to reduce manual paper handling and save space by eliminating sizable physical archiving.
García Carrión implemented Esker’s sales order processing automation solution in just two months, allowing the company to streamline its entire order management process. Today, every order is received electronically through Esker, where data is automatically extracted and validated, and orders are created in SAP and archived electronically.

Benefits of Automation

García Carrión has already achieved many benefits in terms of productivity and customer satisfaction from automated order processing including:

  • 70 percent reduction in order processing costs.
  • 80 percent faster order processing times.
  • Elimination of errors resulting from manual processing.
  • 65 percent more time for Customer Service Managers.
  • 100 percent order process visibility.

In addition to the quantitative benefits, users appreciate the intuitive nature of Esker’s solution and have noticed an improvement in the quality of their work life,” said Carlos Uceira, IS Manager at García Carrión. “We have been able to significantly reduce customer response time, as well as improve customer service thanks to real-time order information. We have finally standardized and streamlined our business communications.”

About García Carrión

Founded in 1890, García Carrión is the leader in the wine and juice market in Spain with the largest winery in Europe, fifth in the world, and the second largest juice brand in Europe. The company has developed its business in more than 155 countries on five continents and has achieved 50% of sales from export (with an objective of achieving 75% in the next five years). The company has also achieved sustainable growth in the domestic market, where it operates its own wineries and vineyards.

Order – to – Cash Efficiency Success Story : Tessenderlo Kerley

With headquarters in the hot desert of Phoenix, Arizona , the specialty chemical producer knows a thing or two about thriving in an unforgiving environment. So when order-to-cash (O2C) inefficiencies began interfering with the company’s growth, TKI took initiative — and changed how it did business forever.




About a decade ago, TKI was facing what could be described as “a good problem to have.” The company was growing exponentially, making acquisitions on a global scale and expanding its expertise into new and competitive markets. Business was booming … but success doesn’t come without consequences of its own.

All the acquisitions TKI made brought new levels of complexity to its IT infrastructure. What once was a modest landscape, now included a myriad of different systems, making it difficult to centralise O2C communications.

Furthermore, its growth as a business meant more customers to serve and documents to handle. Because TKI ran its O2C processes using manual methods, it was facing the prospect of investing in more resources (e.g., staff, equipment, consumables, etc.) to keep up with company growth.



A decade ago, TKI began this initiative with a handful of simple yet strategic goals in mind. Above all else, the company needed a way to maintain its rapid growth without having to expend valuable resources in the process.

Enhancing the performance of its O2C processes proved to be a great way to create added value, and judging by the phenomenal results TKI has seen since go-live, Esker has proved to be the
right provider for the job.



What TKI achieved with Esker are the kind of things that happily-ever-after tales are made of. But this story is far from finished. TKI now has  its sights on improving another critical business  process

— and one that, like order processing, has a significant  impact on the company’s success moving forward.

With Esker’s Order Processing solution already firmly in place and creating significant amounts of added value, naturally, TKI is looking to a familiar friend for help. Not only does Esker’s Accounts Payable solution offer the kind of functionality TKI is searching for (e.g., document capture and data recognition, 3-way matching verification, etc.), the added complexities and technologies of an unfamiliar vendor would be avoided. Only time will tell how the next chapter in TKI’s storyunfolds, but if history is any guide, the sun will continue to shine in Phoenix.

“The results have been fantastic — we’veactually reduced our order processing time from around three minutes down to 30 seconds by using Esker’s Order Processing automation solution”.

Dan McMenomy | Director of Business Systems


Top Three Scariest Accounts Payable Problems: From Errors to Late Payments



Dealing with accounts payable is a true challenge for accounting departments, especially in a time when business finances are more complex than ever. Even so, you may still insist on using paper for accounts payable procedures since it’s something you and your staff have always done. After doing the same procedures for years (or decades), it can become hard to make a change.

If you’re starting to notice more mistakes in your finances, you shouldn’t assume it’s going to get any better. As your business grows, more complexities may start to arise in orders and payments. Relying on a paper-based system only leads to major problems that can lead to internal blame games and downtime.

Let’s look at the top three scariest accounts payable problems

1. Accuracy and Errors

There isn’t any bigger problem than having inaccurate records and errors in each accounts payable form. Even worse is when those invoices coming in suddenly go missing. This can lead to a million questions, like did the vendor send in the invoice through other means, or maybe it was never received?

It’s an example of how manual accounts payable records lead to more confusion and potential finger-pointing within your office. When something as important as invoices turn up missing, it can lead to numerous people getting the blame, which only instigates internal discord.

The same goes with errors an accountant makes in manual processing. Once an error gets out in paying an invoice, it could stay in the database for months without being noticed. These errors could affect many things down the road like false budget forecasts, and having to make corrections on tax returns.

2. Inefficiencies in Managing Accounts Payable

Sticking with paper, it means far more inefficiencies in managing time within your office. Paper invoices get sent to various departments that need the information to maintain company clarity. Doing it this way only leads to slowdowns in getting the invoices processed and in making team decisions.

With invoices piling up, these slowdowns in communication only cost you more money in the process. Passing these invoices from department to department can even lead to distorted information or lost documents once again.

3. Missed Due Dates and Late Payments

Equally bad as the above problems is missing a due date or making a late payment. When working with vendors, they expect to receive payments on time. They may grow exasperated with you if you keep having to tell them you lost invoices, or just missed a few due to disorganization.

There isn’t any excuse in having this continually happen. Constant late payments can lead to experiencing late fees, which only cuts into your budget. Your vendor may also want to cut ties with you if late payments continue without a solution.

To learn how to secure AP invoicing cost savings of up to 80%, drastically reduce your rate of invoice exceptions, gain significantly more early payment discounts, and simplify workflow for every AP stakeholder, download our AP Field Guide eBook. No backpack or walking stick required for this adventure!

The 7 Essential KPIs of Accounts Payable

Today, everything seems to be going electronic. Everyone is performing activities virtually — which in most cases is meant to make our lives easier. However, Accounts Payable (AP) seems to be stuck in neutral. A recent study found that paper-based invoices still make up 90% of total invoice volume for a majority of AP departments.

You Want to Improve Your Accounts Payable Processes — But How?

While your AP department stresses with paper shuffling and the management of all of those hard copies of invoices, it can be hard to find the time to sit down and assess where the true issues are. What are your biggest obstacles? What area creates the worst detriment to your department? The truth is, in order to make improvements your analysis has to start somewhere.

The 7 Key KPIs of Accounts Payable

Thankfully, here is your headstart. This SlideShare will give you the 7 essential key performance indicators (KPIs) that will allow you to identify your troubling AP habits and trends, so that you can evaluate how your processes stack up to industry benchmarks. Start your number crunching with these KPIs and begin your quest to AP excellence.




The 7 Essential KPIs of Accounts Payable

Identify your troubling AP habits and trends so that you can evaluate how your processes stack up to industry benchmarks down the road.

  1. Measure the number of invoices processed per employee (or per month). This metric can change impressively after applying better processing methods.
  2. Measure the processing cost of each invoice. Start to add up such costs for just one invoice, and you have yourself one expensive AP process. What metrics should you be aiming for? Check out this video from Taulia on the average cost per invoice to set your benchmarks.
  3. Measure the timeliness of your payments.
  4. Measure your captured discounts.…If you have any.
  5. Level of automation already implemented… sorry, email doesn’t count as automation…
  6. Document the number of duplicated invoices detected…or “quad-uplicated” invoices…
  7. Measure the percentage of duplicated invoices captured.

ECOGAS Boosts Vendor Collaboration with Esker’s Cloud-Based AP Automation Solution

Sydney, Australia — March 9, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is working with ECOGAS, the second largest natural gas distributor in Argentina, to automate its accounts payable (AP) processes into the company’s SAP® software system.

Servicing roughly 400 active vendors with 40,000 annual invoices, ECOGAS turned to Esker’s cloud- based Accounts Payable automation solution to improve its processes by reducing time spent on manual tasks and increasing control and visibility over the entire workflow.

Esker’s cloud-based solution allows its vendors to upload invoices within a portal where invoice data isautomatically captured and checked against Argentina’s Government Tax System -revolutionising communication within ECOGAS’ AP department.


A user of SAP for the past 15 years, ECOGAS selected the Esker’s cloud-based solution for several reasons. “The solution we were searching for needed to be robust,” stated Gonzalo Cohen, Finance Leader at ECOGAS. “At the foundation, it needed to integrate with our existing SAP system, leverage OCR technology, allow for vendor collaboration and have a significant set of features specifically tailored to the Argentina market. Luckily, we found Esker, who was able to give us all that and more.”

Enhanced Collaboration

To ECOGAS, one of the most important facets of the solution was the ability to collaborate with vendors. Esker’s online portal provides a self-service solution to vendors which allows the company to:

  • Save time and money previously spent responding to invoice status calls
  • Reduce repetitive tasks associated with managing receiving and dispatching invoices
  • Increase process visibility with real-time tracking of all invoices

The portal feature also benefits its vendors, who are able to utilize it for:

  • Immediate access to invoice status
  • Self-service access to payment information
  • Instant communication to quickly clear up discrepancies
  • Quicker payment and improved cash flow

Heightened Control & Visibility

Esker’s customisable dashboards provide ECOGAS with the visibility and control it needs to better manage its AP department. Now, it can measure the department’s efficiency through metrics and Key Performance Indicators (KPIs) such as: invoices pending approval, budget control and forecasts, and Days Payable Outstanding (DPO).


For over 20 years ECOGAS has been distributing natural gas to homes and Businesses in Argentina. A privately owned company regulated by the government, ECOGAS provides services to over 1,250,000 customers within 254 markets through over 18,000 miles of infrastructure networks and pipelines.


Jardiland selects Esker’s Cloud-Based Purchase-to-Pay Automation Solution



Sydney, Australia — February 10, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is working with Jardiland, the leading French specialist and distributor of gardening and pet supplies, to automate its purchase-to-pay (P2P) process. Esker automates over 24,000 of Jardiland’s vendor invoices annually and just as many purchase requisitions. With Esker, Jardiland is able to achieve ROI based on time savings and increased productivity, as well as optimise its P2P cycle and accounting period closing.

Jardiland has been automating the delivery of its customer invoices with Esker since 2007, and following an internal reorganisation in 2014, the company decided to also automate its accounts payable (AP) process, which includes 2,000 monthly vendor invoices from 80 different stores and services, as well as its purchase requisitions.
Jardiland has already achieved many benefits from automating its P2P process, including:

  • Invoices processed five times faster, a process which previously required 10 handling steps and took 12 minutes per invoice
  • Increased purchase order (PO) visibility to improve the purchase requisition process and monitor financial commitments
  • Accelerated financial closing periods from 10 business days to three business days
  • A single database of information for the different stores, services and accounting departments

After having consulted with eight different solution providers, we selected Esker because they offered one of the only solutions on the market capable of reconciling vendor invoices and purchase requisitions, while completely integrating with SAP,” said Ann Favier, Vice President and CFO at Jardiland. “We were also impressed with the cost, implementation time, solution ergonomics and ease of use for our stores and accounting teams alike.”

Solution Implementation

Esker’s automation solution implementation is planned in two phases:

  • The first phase, already operational, applies to non-maintenance, repair and operations vendor invoice automation and includes scanning, processing, validation, payment via SAP and data fed back into Esker’s solution.
  • The second phase will enable the processing of supplier invoices with POs, which includes purchase requisitions, validation, order creation and integration in SAP, notification of order receipt in Esker and fed back into SAP, and automatic reconciliation between orders and invoices for processing and payment.

Esker teams apply an Agile methodology and demonstrate an excellent understanding of accounting problems,” said Favier. “The first phase of implementation was completed well within the two-month period originally planned. Immediately following the launch, our users were very pleased with the productivity gains and enhanced ability to estimate budgets. In just two days, we were able to catch up on 500 invoices!”

About Jardiland

Founded in 1973, Jardiland is the leading French specialist and distributor of gardening and pet supplies, with a network of nearly 200 stores, including 83 branches and a presence in Spain with eight points of sale, including six branches. The company offers a full range of products and services associated with gardening, pets and lifestyle and has 2,500 employees (5,000 including franchises). Jardiland achieved 744.7 million euros in 2014. The investment company L-Gam is its shareholder since January 31, 2014. Jardiland’s president is Thierry Sonalier.