Meet Susan – Life Science Industry Customer Service Representative | Esker Order Processing

 

Susan has her MBA and is a customer service representative in the Life Science industry. She faces unique challenges in this industry and recognizes the importance of accuracy in her position. But she is frustrated most of her time is spent manually entering sales orders.

Learn More:

http://www.esker.com.au/solutions/sales_order_processing/

 

Digging for Data: Four Essential Accounts Payable KPIs

Only 15% of businesses track their metrics using technology like dashboards that display key data, a 2015 IOFM study found. What gives?

Key Performance Indicators (or KPIs) are the bread and butter of process improvement initiatives — revealing important data about core activities in accounts payable (AP) and propelling your project from concept to reality. The nature of this information is essential, as it pinpoints problem areas and can help guide companies looking to transform their AP department into a best-in-class performer.

Four Essential Accounts Payable KPIs to Follow

  • Number of invoices processed per employee per day
    There’s no definitive market average for this KPI due to the many factors that play a part in this calculation, but you can bet your bottom dollar that this is one metric you should be following. Once you are, make sure to communicate your expectations with employees and allow them to provide input to ensure you’ve set attainable goals.
  • Average number of invoices received containing exceptions
    According to a 2015 Ardent Partners study, more than 1 in 6 invoices received by the average business result in an exception. This represents a significant portion of AP staff time spent solving exceptions and clearing the invoice for re-entry into the workflow. In a manual environment, exceptions are yet another obstacle that AP departments must overcome.
  • Average cost per invoice
    A lot is involved in the total cost to process an invoice (e.g., copying and follow-up, IT support, staff salaries, etc.). A 2015 PayStream Advisors study found that the average all-inclusive cost for an organization to process a single invoice manually is $40.70. If you don’t know how much you’re paying to process an invoice, you’re most likely paying too much.
  • Average invoice processing speed
    A 2015 study by Ardent Partners found that the market average for processing a single invoice was 11.4 days. Meanwhile, the very same study found that best-in-class companies (i.e., ones who use automated workflow tools to drive their AP process) took an average of only 3.6 days to process an invoice. Why’s it matter? The longer it takes to process an invoice, the more likely you’re losing money on late payment fees, missed discounts and low staff productivity.

What to Do When the Digging’s Done

  1. Analyze
    Take a close look at the metrics you have gathered and analyze why the numbers are what they are and the consequences it may have on other parts of the process (even beyond AP). If you spot a continuous problem, dig deeper into surrounding metrics to find out what may be causing it.
  2. Make a plan
    What’s the plan, Stan?! Having the data at hand is all well and good, but now you need to create an action plan. After analyzing everything, you should have a better idea of what’s causing problems and possible remedies. Ask the team for their thoughts on how to better the process, they can provide insight in areas you aren’t as familiar with.
  3. Evaluate effectiveness
    A few months after implementing your plan, make sure to go back and review the latest numbers to see if you’re headed in the right direction. Like any project, you may have to do some fine-tuning before experiencing the results you’re looking for — don’t let it discourage you.

Numbers don’t lie. Solid metrics can be leveraged in business cases for process improvement initiatives such as AP automation. With the ultimate goal of running an efficient, well-oiled AP department, KPIs are the transformative tool that can you get your process to that point.

Want more information on important accounts payable KPIs to track? Read our eBook on it here.

Accord Healthcare Saving 140 Hours Per Month on Order Processing with Esker’s Automation Solution

Sydney, Australia — February 2, 2017Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is working with Accord Healthcare, a leading generic products pharmaceutical company, to automate the company’s order management processes. With Esker’s cloud-based order processing automation solution, Accord Healthcare has reduced the time it takes to process an order from three minutes to 80 seconds — saving 140 hours per month and freeing up its customer service representative (CSR) teams to spend more time on higher-value tasks.

 

Accord Healthcare receives 5,000 orders each month, 85 percent of which arrive by fax and email, and the rest by electronic data interchange (EDI). These orders had previously been processed manually (excluding EDI) and required Accord Healthcare to add more staff to handle increasing volumes. Thanks to Esker, Accord Healthcare is now able to process all orders from a single interface, and its customisable dashboards allow CSR teams to monitor daily activities and order statuses, enabling them to make strategic decisions, prioritise tasks and allocate resources based on peak business activity.

Not long after implementing Esker, Accord Healthcare was able to:

  • Save 140 hours per month via faster, more efficient order processing
  • Increase workflow visibility to 100 percent (e.g., orders to approve, orders pending, etc.)
  • Reduce low-value order entry tasks and the associated errors
    Improve customer response time thanks to instant access to information

“Esker represents a customer service guarantee from a responsiveness standpoint: even if a CSR is temporarily unavailable or on vacation, order processing will not be delayed,” said María Carmen Cano, customer service manager at Accord Healthcare, Spain. “We are more efficient thanks to the complete visibility we have over our order process and the reduced time it takes to process each order. Our CSR teams have more time for customer service and are able to deliver more personalised service.”

About Accord Healthcare

 

Accord Healthcare is a fully owned subsidiary of Intas Pharmaceuticals Ltd., a leading Indian pharmaceutical company created in 1976. Headquartered in London, Accord Healthcare manages Intas’ European activities with a presence in over 30 European markets. It has rapidly become one of the fastest growing pharmaceutical companies dedicated to the research, development and commercialisation of generic products.

 

 

 

 

Esker Named to Food Logistics’ 2016 FL100+ Top Software and Technology Providers List

Sydney, Australia — February 2, 2017Food Logistics, the only publication exclusively dedicated to covering the movement of products through the global food supply chain, has named Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, to its 2016 FL100+ Top Software and Technology Providers list. 

The FL100+ Top Software and Technology Providers (http://www.foodlogistics.com/article/12285892/the-2016-fl100) list serves as a resource guide of software and technology providers whose products and services are critical for companies in the global food and beverage supply chain.

“The software and technology sector continues to generate new and exciting opportunities for growers, food manufacturers, grocery retailers and the many logistics providers that support them,” notes Lara L. Sowinski, editorial director at Food Logistics. “Today’s cloud-based solutions and mobile connectivity are helping create tools that are more flexible, affordable and responsive, making software and technology even more valuable to those in the global food supply chain.”

Esker’s cloud solutions allow food and beverage companies to cut costs by automating manual tasks via one integrated platform. Increasing industry pressures have many companies seeking to lower operational costs and maintain supplier relationships. These companies are directly impacted by errors that occur in order processing due to increased costs from incorrect shipments, returns and lost goods. Esker helps manufacturers and distributors manage the supply chain without paper-based documents such as fax and postal mail, creating easier access to documents and reducing costs with fewer manual tasks. Supplier relationships are also improved when orders are on time, correct and can be accessed in real-time if questions arise.

“We provide a simple solution that streamlines business processes for wholesalers, distributors, manufacturers and third-party logistics providers in the food and beverage industry,” said Steve Smith, U.S. chief operating officer at Esker. “We strive to deliver the most value by giving organisations the ability to cut costs and improve supplier relationships, and consider it a significant achievement to be recognised as a top technology provider and resource in this industry.”

About Food Logistics

 

Food Logistics is published by AC Business Media, a business-to-business media company that provides targeted content and comprehensive, integrated advertising and promotion opportunities for some of the world’s most recognised B2B brands. Its diverse portfolio serves the construction, logistics, supply chain and other industries with print, digital and custom products, events and social media.

 

 

Join us at the upcoming Queensland CFO Symposium.

 

Esker Expands Presence in Latin America Through Partnership with Signature Consulting

Alliance provides customised solutions that are compliant with Latin America’s evolving regulatory requirements

Sydney, Australia — January 3, 2017 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, announced today its partnership with Santiago, Chile-based Signature South Consulting, a leading provider of solutions related to electronic document exchanges with digital signatures. The alliance is designed to benefit the Latin American customers of both companies by providing a more comprehensive set of offerings while meeting the complex and evolving electronic invoicing (e-invoicing) mandates that vary by country. 

Esker is a global company with customers that also have a worldwide presence. Esker decided to pursue a regional partnership to help navigate the various diverse e-invoicing mandates of the Latin America region. In Signature South Consulting, Esker found a partner with unparalleled expertise in e-invoicing compliance.

“Signature South Consulting was the obvious choice for us in terms of a partner,” said Steve Smith, U.S. Chief Operating Officer at Esker. “Not only is it the only provider of a solution that meets all e-invoicing requirements in Latin America, but it also has a reputation for integrity and excellent customer service. We knew right away that Signature South Consulting would be an asset to both our customers and our brand.”

Signature South Consulting also saw the value in an alliance with Esker. Although the company has expertise in electronic document exchanges, it wanted to expand its business service capabilities to include document automation and processing.

“We believe that developing relationships with companies whose skills complement our own is imperative as we continue to serve clients in many different markets with varying needs,” said Sergio Chaverri, Chief Marketing Officer at Signature South Consulting. “Esker is a global company with impeccable solutions and a long history of putting client relationships first, so we knew we had found the technological and cultural fit we were looking for.”

Now that the two brands have forged a synergistic partnership, they will begin offering integrated solutions to current and future customers.

About Signature South Consulting

Signature South Consulting is the leading company providing solutions for the electronic exchange of documents using electronic signatures, including e-invoicing. The company began operating in Chile in 2001 as a team of professionals with the goal of obtaining a harmonious set of capabilities that would enable them to achieve the results required by customers with the excellence and professionalism which they deserve. The corporate office is located in Santiago, Chile, with a shared services center in San José, Costa Rica and local offices in: Argentina, Brazil, Colombia, Ecuador, Guatemala, Mexico, Peru and Uruguay.

There are more than 5,000 companies issuing 100% of their invoices by integrating Signature South Consulting solutions with their ERPs. Over 2,000,000 electronic tax documents are trafficked daily, all of which are transactions between companies through Signature South Consulting solutions. Signature South Consulting actively participates in events in Latin America, the U.S., and Europe, lecturing on Latin American models of e-invoicing (considered the strictest and most complex in the world) and the Signature South Consulting experience.

 

Esker Shortlisted for 2016-17 Cloud Awards Program

TermSync accounts receivable platform honored in Best Payment, Finance or Billing Solution category

Sydney, Australia — January 17, 2017 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, is a finalist in the 2016-2017 Cloud Awards Program in the category Best Payment, Finance or Billing Solution.

Now entering its seventh year, the cloud computing awards program celebrates excellence and innovation in the rapid-growth cloud computing market. Over 300 organisations entered, including companies from across the globe, covering the Americas, Australia, Europe and the Middle East.

Steve Smith, chief operating officer at Esker, said: “In such a competitive year it’s a special honor for Esker to be recognised for its accounts receivable (AR) solution. Esker’s TermSync platform is allowing organisations to automate their AR processes resulting in reduced administrative costs, improved customer relations and expedited payment.”

Esker is a worldwide leader in cloud-based document process automation software that helps organisations of all sizes improve efficiencies, accuracy, visibility and costs associated with accounts receivable and other business processes. Esker’s accounts receivable automation solution automates the entire process of delivering and archiving invoices, regardless of media type, in compliance with global regulations. This automation solution cuts processing costs by 80 percent and reduces days sales outstanding (DSO) by as much as seven days.

Cloud Awards organiser Larry Johnson said: “In our sixth year of recognising and celebrating excellence and innovation in the cloud the standard of entries has been staggering. This high level of excellence is reflected in the size of organisation we are seeing enter – from start-ups to blue chips – but it’s also the sheer global presence of cloud technologies, and innovators outside of the US that have started to become more prominent this year.

Final winners will be announced on Tuesday, Jan. 31, 2017. To view the full shortlist, please visit: https://www.cloud-awards.com/2017-shortlist.

 

About the Cloud Awards

 

The Cloud Awards is an international program which has been recognising and honoring industry leaders, innovators and organisational transformation in cloud computing since 2011. The awards are open to large, small, established and start-up organisations from across the entire globe, with an aim to find and celebrate the pioneers who will shape the future of the Cloud as we move into 2017 and beyond. Categories include Most Promising Start-Up, Best SaaS, and “Best in Mobile” Cloud Solution. Finalists were selected by a judging panel of international industry experts. For more information about the Cloud Awards please visit http://www.cloud-awards.com/.

 

 

Esker Announces New Order Processing Integration Capabilities with Oracle® E-Business Suite ERP Solution

oracle-e-business

Sydney, Australia — December 14, 2016 Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is now offering a sales order processing solution integration with Oracle E-Business Suite. Esker customers can now receive orders directly in the Oracle E-Business Suite ERP application, enabling greater process efficiency and productivity across every phase of order processing operations.

op_pantone

Esker provides a single solution for sales order processing — directly into and out of Oracle E-Business Suite — to automate, streamline and track orders. Based on Esker customer results, order processing automation can help businesses process orders up to 80 percent faster, increase order accuracy rates by up to 99 percent and increase staff productivity as much as 65 percent. sm_ebiz_wht

The integration capabilities of Esker’s order processing solution are built on proven Oracle technology and application program interfaces (APIs), providing customers with a reliable, seamless ERP integration and offering IT departments the peace of mind they require during rollouts of new technologies.

Oracle E-Business Suite customers can leverage the value they have invested in their ERP system while taking advantage of specific features and benefits, including:

  • Automated master data synchronisation
  • Order creation and confirmation
  • Order archive link directly available in Oracle E-Business Suite
  • Reliable and seamless integration
  • Minimal IT involvement leading to faster go-live
  • Continuous maintenance and updates

“Esker continues to reinforce its investment in the Oracle business environment by delivering new integration capabilities to provide customers with even more value as they address both order processing and accounts payable automation,” said Esker CEO Jean-Michel Bérard. “The recent NetSuite acquisition demonstrates Oracle’s dynamic ecosystem, of which Esker wants to be a part of. As we are continuously expanding our connectors’ capabilities, we foresee a NetSuite connector in the near future.”

“Esker has been very successful with its Order Processing and Order Management solutions for SAP over the past 10 years in the Australian and New Zealand markets. We are excited to bring the same level of capabilities and business benefits to organisations running Oracle E-Business Suite ERP applications and soon NetSuite,” said Christophe DuMonet, Managing Director of Esker Australia & New Zealand.

 

 

 

 

Leading Communications Service Provider Automates Over 10,000 Monthly Invoices with Esker’s Cloud-Based AP Solution

Tools such as mobile invoice approval, customisable dashboards and a self-service portal are streamlining the purchase-to-pay (P2P) process

Sydney, Australia — November 28, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it has completed a project with the leading communications service provider in Malaysia to automate its accounts payable (AP) process. Esker’s cloud-based accounts payable solution integrates with the company’s SAP® system, helping to significantly reduce the amount of manual handling and invoice processing time. ap_pantone

 

Preparing for Malaysia’s Goods and Services Tax (GST) implementation and faced with limited invoice visibility, lost invoices, high document handling time and costs, and late approvals, the communications service provider was looking for a cloud-based solution to simplify its AP process and reduce paper usage. It was important that the solution be customisable for its unique business requirements, particularly the company’s desire for mobile functionality. Esker was able to deliver a complete AP solution, including electronic archiving, and today automates the processing of over 10,000 monthly vendor invoices.

Mobile Capabilities & Solution Dashboards

As part of its initiative to bring greater efficiency to AP, the company is taking advantage of the many innovative AP automation tools Esker offers. For example, Esker’s mobile invoice approval application Esker Anywhere, enables managers to approve requisitions, purchases and payments while they’re on the move resulting in faster invoice processing and increased efficiency in the P2P process.

The company is also using Esker’s collaborative and customisable dashboards, which provide its users with instant access to essential data, allows Key Performance Indicators (KPIs) to be tracked easily and provides real-time visibility. Thanks to a comprehensive view of daily tasks (e.g., invoices pending approval, invoices by status, number of invoices processed by full-time employees, etc.), the communications service provider can better manage workloads and internal resources.

Supplier Portal for Improved Collaboration

Esker’s self-service portal also brings new levels of cost savings and efficiency to the company’s AP department by reducing the number of daily invoice status enquiries — allowing staff to focus on higher value-added tasks. Additionally, with suppliers able to submit invoices directly and electronically via the portal, the company further reduces unnecessary paper handling and improves the timeliness of payment to its suppliers. Ultimately, supplier relations and collaboration are strengthened as the company increases its productivity.

mobile-invoices

Esker showcase its Order Processing Solutions at LogiMed in Berlin, Germany

 

Strengthens its presence in the medical device industry with St. Jude Medical

Sydney, Australia — November 12, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, showcased its Order Processing solutions at LogiMed, Europe’s annual forum for supply chain leaders from top medical device manufacturers, held Oct. 17-18 in Berlin, Germany.logimedlogo

Esker’s customer, St. Jude Medical, a leading global medical device manufacturer, presented how it automated its order management process to achieve supply chain savings and improved customer service.

Order management and supply chain functions are particularly critical in the medical device and pharmaceutical industry in terms of health impacts and patient care. Numerous prominent companies in these sectors have chosen Esker’s order processing solution to automate order management, including: BASF, Bayer, Biomet, Biomnis, Fresenius Medical Care, GE Healthcare, Kern Pharma, Johnson & Johnson, Menarini, Novartis, Philips Respironics, Roche Italia, Sanofi, Siemens, Systagenix and Terumo. Esker enables these companies to optimise their supply chain by helping to meet Service Level Agreements (SLAs).

“We believe our Order Processing automation solution generates added value and profitability for all sizes of organisations – including the local subsidiaries of these global medical devices corporations,” said Christophe DuMonet, Managing Director at Esker Australia and New Zealand.

Esker automates thousands of orders received by customers on a daily basis from hospitals, clinics, doctors or other healthcare professionals. These customers have seen a number of significant business benefits thanks to order processing automation, including:

  • Order processing costs reduced by 70 percent
  • Up to 80 percent faster order processing times
  • Reduced processing errors
  • Enhanced visibility and traceability
  • Ability to meet or exceed SLAs

“Tighter regulations, expired patents and the growth of generic drugs are some of the many constraints that companies are facing in this industry at a time when they need to cut costs without compromising on the level of service offered to the patients,” said Emmanuel Olivier, chief operating officer of Esker. “Automating business document processes, and particularly purchase orders, helps companies reduce their costs.”

St. Jude Medical Customer Testimonial

Peter-Paul Van Heesewijk, vice president of worldwide customer service at St Jude Medical, delivered a master class at LogiMed entitled “Pursuing the Perfect Order: How Can Automation Drive Supply Chain Savings and Customer Excellence?”.
St. Jude Medical selected Esker for its ability to manage projects on an international scale and automate the order-to-invoice process in its entirety — from order reception to customer invoice processing. As of today, Esker has automated over a million annual customer orders for St. Jude Medical.

logimed-1