Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships (Part 7)

 

Let’s not confuse ‘issue management’ solution and ‘issue management’ process.

For sure, most companies deal with ‘customer issues’ – mostly via a mix of tools such as email, telephone, CRM, intranet, etc. This means that there is no adequate ‘issue management’ solution in place to effectively and productively drive the prompt resolution of customer issues. Of course, this leads to customer dissatisfaction and erode positive branding. Like the recent quote from the CEO of Telstra who said that customers do not compare their customer experience between vendors but against their last interaction with the same company.

Esker Survey Results 7

Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships (Part 6)

 

The early and broad adoption of EDI technologies in ANZ in various industries means that a large proportion of customer orders are transmitted via EDI. However, like everywhere else, EDI orders are processed via one set of technologies whilst fax and email orders are processed either manually or via another set of technologies – often enough not in an integrated manner. This means that the customer service team seldom has access to all customer orders from one interface, cannot easily reconcile all customer orders from customers using multiple channels (EDI, fax, email, tel) and in some companies a dedicated team needs to check and correct EDI orders.

A simpler, integrated solution to manage all orders – EDI, fax, email – provides an effective tool to increase productivity and increase customer satisfaction.

Esker Survey Results 6

Electro-Matic Chooses Esker’s Cloud Solution to Automate Its Order Management Process

 

Sydney, Australia — August 15, 2016 — Electro-Matic Products, Inc.
(www.electro-matic.com), logo EMa leading supplier of high technology automation components and services, recently announced its agreement with Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, to automate its order management process. Esker’s cloud-based order processing automation solution will integrate with Electro-Matic’s existing Prophet 21 ERP system.

Processing around 3,400 orders monthly from a customer base of approximately 2,500, Electro-Matic had previously used a template-based auto-order solution (alongside its ERP system) to automate some aspects of the process. While the solution performed its intended function, it only had the capacity to automate order processing for 10 percent of Electro-Matic’s customers — that is, unless additional templates were purchased. Electro-Matic sought a less restrictive solution with more advanced functionality, as a result. Already an Esker VSI-FAX customer, the company was intrigued by Esker’s rules-based solution for its OCR technology and the ability to process orders of any format (e.g., PDF, fax, email, etc.).

Another advantage of choosing Esker was the solution’s scalability. Electro-Matic’s customer base was growing, and adding another employee for the sole purpose of manually processing orders was not an option the company wished to entertain. Carrie Cahill, manager of continuous improvement at Electro-Matic, explained the importance of this, saying: “With Esker, we can grow with the solution. The ability of our CSRs to more effectively manage output, be more hands on with customers and better maintain their own accounts provides us limitless opportunities for improving order management.”

One problem Electro-Matic hopes to eliminate with Esker is the potential for order entry errors, which can produce added costs in a manual order management process. With its intelligent data capture capabilities, Esker’s order processing automation solution will eliminate costs associated with returns, restocking and reshipping products caused by errors.

Electro-Matic plans to move the twenty customers whose orders they’ve already automated over to Esker first, and then gradually transition the rest. Eventually Esker’s solution will be implemented at all three of Electro-Matic’s subsidiaries. Moving forward with its automation initiative, Electro-Matic has also signed a contract with TermSync, an Esker company, to automate its accounts receivable process.

About Electro-Matic Products

Established in 1969, Electro-Matic Products, Inc. (www.electro-matic.com)is a supplier of a complementary group of high technology automation components targeting the users and manufacturers of industrial automation equipment. With corporate headquarters in Farmington Hills, Michigan, it serves the automotive, chemical, pharmaceutical, rubber/steel, utilities and industrial manufacturing markets with approximately 200 employees.

 

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Parts Town Awarded Order-to-Cash Department of the Year at Inaugural AR & O2C Spotlight Awards

 

Adoption of Esker’s business process automation solutions improved cash conversion cycle and customer experience leading to recognition.

logo Parts town

 

 

Sydney, Australia — August 2, 2016 — Parts Town, a leading parts distributor in the food service equipment market (www.partstown.com), was named the AR & O2C Spotlight Awards’ Order-to-Cash Department of the Year winner. Hosted by The AR Network (TARN), the inaugural awards are an expansion of the Institute of Finance and Management’s (IOFM) Spotlight Awards and recognise outstanding achievements in financial operations.

Parts Town earned this distinction by successfully automating its manual cash conversion process, improving customer service and increasing productivity and efficiency while reducing days sales outstanding (DSO).

Last year, Parts Town’s O2C team recognized the need for a new process to sustain its high annual growth rates while increasing workflow efficiency and visibility, high-quality customer care and turnaround time. They decided that a cloud-based solution would enhance their productivity and enlisted the help of Esker, a leading document process automation solution provider.

Esker’s solution automated the entire order processing cycle starting with the reception of the order, scanning of the order and creation of the order into the ERP application, as well as creating and processing invoices for collection. With this implementation, Parts Town is steadily making progress toward its goal of processing 60 percent of its orders by 3 p.m. every day.

“Parts Town is growing rapidly and we need solutions that put us in a position to continue that growth, as well as streamline the processes to maintain it,” said Amy Argentine, Director of Technical Service at Parts Town. “Providing excellent customer service was the driving force behind our decision to partner with Esker, and we are now able to provide an improved process from start to finish in less time.”

With the automated order processing solution, Parts Town’s Distribution Center (DC) benefited greatly as well. The DC has full visibility using this platform, which allows the data to be allocated and used to forecast supply chain and staffing demands.

“The O2C cycle is crucial to the success of a business because it affects customer satisfaction and the company’s bottom line. Parts Town was awarded this honor due to its commitment to prioritising the customer experience while sustaining growth and improving visibility,” said Brian Cuthbert, executive director at IOFM.

About Parts Town

 
Parts Town (www.partstown.com) supplies genuine OEM replacement parts for commercial cooking equipment to the restaurant industry. For over 20 years, Parts Town has been focused on delivering the highest level of customer service for food equipment replacement parts, commercial kitchen accessories and selected food equipment. By recruiting and retaining the industry’s leading talent and living its core values, Parts Town has been able to achieve the unique combination of providing the industry’s most complete set of value-added capabilities while continuing to provide enthusiastic and expert customer service.

 
Parts Town has been named to the Crain’s “Fast 50” list, recognising the fastest growing companies in the Chicagoland area for six consecutive years as well as the “Inc 5000” list of fastest growing privately held companies in North America for eight consecutive years.

 

Parts town

 

 

Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships (Part 5)

 

The early and broad adoption of EDI technologies in ANZ in various industries means that a large proportion of customer orders are transmitted via EDI. However, like everywhere else, EDI orders are processed via one set of technologies whilst fax and email orders are processed either manually or via another set of technologies – often enough not in an integrated manner. This means that the customer service team seldom has access to all customer orders from one interface, cannot easily reconcile all customer orders from customers using multiple channels (EDI, fax, email, tel) and in some companies a dedicated team needs to check and correct EDI orders.

A simpler, integrated solution to manage all orders – EDI, fax, email – provides an effective tool to increase productivity and increase customer satisfaction.
Esker Survey Results 5

 

Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships (Part 4)

 

Many industries and hence companies in ANZ also have seasonal peak order processing (garden products, home renovation products, season dependent food products, etc). Often enough companies hire additional temporary admin staff to handle the increased workload. Whilst this approach might work OK for some companies, every year these companies go through the same stressful situation of recruiting, training, temporary staff and do not really address the core issues. This is another great opportunity for companies to ‘do more with the same resources’.

Esker Survey Results 4

 

Esker Shortlisted for 2016 SaaS Awards

SaaS awards LOGO

 

SYDNEY, AUSTRALIA – July 12, 2016 – Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing , today announced that it is a finalist in the 2016 SaaS Awards Program in three categories: Best SaaS Product for ERP, Best SaaS Product for Business Accounting or Finance and Best SaaS Product for Management Accounting or Budgeting.

With awards for excellence and innovation in SaaS, the Software-as-a-Service Awards program received more than 200 entries from around the world, including companies located in the US, Canada, Australasia, UK and EMEA. 2016 is the inaugural year for The SaaS Awards program, which is partnered with the annual Cloud Awards.
“Our mission is to enable our customers to streamline their business processes by improving efficiencies, accuracy, visibility and costs,” said Steve Smith, U.S. chief operating officer at Esker. “We consider it validation of our success in that goal to be recognised among the best SaaS providers worldwide.“

Esker’s solutions help organisations automate multiple document-based business processes on one integrated platform, approaching the entire cash conversion cycle through one interface. Esker was also the first to offer 100% cloud-based solutions that free businesses from buying, building or maintaining the necessary IT infrastructure.

“We have seen a great adoption of Esker’s SaaS solutions for order management and accounts payable in the Australian and New Zealand markets over the past 7-8 years. To be nominated in three categories is a fantastic recognition of the commitment of the Esker teams to driving Cloud adoption through smart and robust Cloud software solutions,” said Christophe DuMonet, Managing Director at Esker ANZ.

Esker’s sales order processing (SOP) solution, which automates the entire order process, from the reception of a customer order to its creation in the ERP/business application, is a finalist for the Best SaaS Product for ERP category. Esker’s accounts payable (AP) solution, which streamlines the process of verifying, entering vendor invoices and getting approval of the order, is a finalist for the Best SaaS Product for Business Accounting or Finance and the Best SaaS Product for Management or Accounting categories.

SaaS Awards and Cloud Awards organizer Larry Johnson said: “The SaaS Awards is a recognition platform specifically for software solutions. In a maturing international marketplace for cloud services, SaaS has proven to be the poster boy for leveraging thin-client technologies, while ensuring end-users are always working at the cutting edge.”
Final SaaS Awards winners will be announced on Tuesday, August 9, 2016. To view the full shortlist, please visit: https://www.cloud-awards.com/2016-saas-shortlist/

About the SaaS Awards

The SaaS Awards is a sister program to the Cloud Awards, which was founded in 2011. The SaaS Awards focuses on recognising excellence and innovation in software solutions.

Esker Enables Complete Integration with Oracle® E-Business Suite ERP Solutions

Sydney, Australia — July 12, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced the availability of a new solution integration with Oracle E-Business Suite. Esker customers can now receive supplier invoices directly in Oracle E-Business Suite Payables application. With paper and manual handling removed from the equation, companies can dramatically improve their workflow efficiency and staff productivity while providing full visibility and accountability from start to finish.

Esker’s accounts payable automation solution (AP) is built on standard Oracle E-Business Suite objects and communication methods, providing customers with a safe, seamless integration and offering IT departments the peace of mind they require during rollouts of new technologies. Companies can be up and running in just a few weeks and benefit from AP automation sooner rather than later.

Esker’s automation solution provides a single solution for document processing—directly into and out of Oracle E-Business Suite—to automate, streamline and simplify AP processes, including invoice verification, approval and mobile support. Based on Esker customer results, AP automation can help businesses receive and enter invoices up to 65 percent faster, lower processing costs as much as 60 percent and improve invoice accuracy up to 99 percent.

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

  •  Quick solution setup enables communication between Esker’s accounts payable solution and Oracle E-Business Suite to be fully operational in just a few weeks.
  • Automatic supplier and invoice data synchronization helps leverage Oracle E-Business Suite data to support full AP process automation.
  • Invoice posting error management provides support so that if an error occurs when the invoice is pushed to Oracle E-Business Suite, the information is made available to the user in Esker’s solution and the issue can be handled immediately.
  • Purchase order (PO) and non-PO invoice posting is automated and fully auditable.
  • AP workflow residing outside of Oracle E-Business Suite delivers better business continuity, 24/7/365 access, non-Oracle E-Business Suite user approval capability, easier training and greater user acceptance.
  • Mobile invoice approval application brings improved efficiency and on-the-road invoice accessibility for managers.
  • Invoice archive link in Oracle E-Business Suite enables users to conveniently access the original invoice image and processing data directly from the ERP invoice record.
  • Invoice payment status and information are automatically updated and available in Esker’s accounts payable solution.

“The integration between Esker’s AP processing solution and Oracle E-Business Suite enables customers to process their vendor invoices faster, with fewer staff, and with better control over their financial processes,” said Esker CEO Jean-Michel Bérard. “As we further our investment in the Oracle business ecosystem, we will continue to deliver new integration capabilities to provide customers with even more value as they address AP automation.”

 

Order and Issue Management: An Untapped Potential for Improved Productivity and Enhanced Customer Relationships (Part 3)

 

Whilst the numbers in ANZ might vary slightly – lower % for SLAs commitment, higher % for meeting SLAs and higher % for urgent order processing – the same root causes prevail in ANZ. There is a great opportunity for many companies to better manage the order management process with automatic processing (identification of priority orders for instance), real time analytics (prioritisation of order processing based on cut-off times for shipping) and team performance.

Esker Survey Results 3