Neopost and Esker Form Joint Venture to Provide Cloud-Based Document Process Automation Solutions Worldwide

The agreement allows the two partners to market Esker’s SaaS solutions to SME customers through the Neopost network

Paris — March 31, 2015
Neopost, the number two worldwide supplier of mail solutions and a significant player in the fields of communication and shipping solutions, and Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announce the signing of an agreement for the creation and operation of a joint venture to market cloud-based solutions to small and midsize enterprise (SME) clients worldwide, allowing for mail distribution as well as the automation of supplier and customer invoices.

Under this agreement, software as a service (SaaS) solutions, based on Esker’s on-demand platform, will be marketed by the Neopost network under the names and colors of Neopost’s distribution subsidiaries. The French and U.S. markets, where the two partners already enjoy strong market positions, will be targeted as the first priorities.

This agreement follows the great success of the on-demand mail solution pilot, Neotouch, based on Esker solutions and marketed in France by Neopost. Neotouch allows more than 500 Neopost France customers to automate the delivery of their documents via mail, fax, email or SMS.

Denis Thiery, Neopost’s Chairman and Chief Executive Officer, commented: “We are very happy to extend our collaboration with our partner Esker. This new agreement will allow us to enrich our offer of digital solutions for SME customers. These reliable and intelligent cloud-based solutions for the processing and automation of incoming and outgoing invoices meet the expanding needs of our customers.

Jean-Michel Bérard, Founder and Chief Executive Officer of Esker, added: “The strength of the Neopost distribution network will allow Esker to provide solutions to SMEs worldwide. The SME market, where our presence is still modest, will significantly grow in the coming years.

The joint company will be owned 70% by Neopost and 30% by Esker. It will be fully consolidated into Neopost’s accounts and accounted for using the equity method in Esker’s accounts.

About NEOPOST

NEOPOST is the number two worldwide supplier of mail solutions and a major player in the fields of communications and logistics solutions. Its purpose is to help businesses improve the management of their interactions with clients and stakeholders. Neopost supplies the most technologically advanced solutions for physical mail processing (franking, folding/inserting), digital communication management (customer communication management and data quality software) and process optimization for the logistics chain and e-commerce (from order taking to delivery, including traceability and associated services). With a direct presence in 31 countries and over 6,000 employees, Neopost posted annual sales of €1.1 billion in 2014. Its products and services are sold in more than 90 countries. Neopost is listed in Compartment A of Euronext Paris and belongs notably to the SBF 120 index.

Click here to read the full press release.

Esker’s New Customer Issue Management Tool Improves Global Customer Satisfaction

Sydney, Australia — March 26, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced the launch of a new customer issue management tool to complement its Sales Order Processing automation solution. The new tool will enable companies to improve claims processing and customer satisfaction rates, which have a direct and positive impact on financial performance.

Customer claims can originate from an incorrect product, damaged packaging, payment refusal, delivery refusal and more. According to a 2014 claims management survey conducted by the French Association of Credit Managers, disputed invoices represent 4-6% of total invoices. By automating issue management workflows, companies are able to eliminate inefficiencies and added costs associated with processing customer claims manually.

A Comprehensive Sales Order Processing Solution

Using Esker’s Sales Order Processing automation solution, Customer Service Representative (CSR) teams can create, manage and track customer issues while maintaining full visibility over the whole order process, from order creation to product reception. The new issue management tool simplifies and facilitates claims monitoring, prioritisation, tracking and resolution. All information related to the order, potential issues and delivery are logged and tracked in the same interface and attached to the order.

Esker’s new issue management tool is a direct result of customer feedback, as well as our agile development philosophy,” said Jean-Michel Bérard, CEO at Esker. “By focusing on the processing of intermediary documents (e.g. delivery notes, confirmation quotes, customer communications, etc.) we are able to offer a more complete solution and deliver greater added-value to our customers.

Improved Customer Satisfaction and Financial Performance

Dashboards and activity reports provide CSR Managers with a global view on order processing, enabling them to follow their teams’ performance, quickly analyse customer claims and determine the source of potential order processing weaknesses. Additional benefits include:

  • Simplified automatic claims entering
  • Faster claims processing and solution resolution
  • Increased visibility over the entire order process via one solution and one interface
  • Improved customer satisfaction and company financial performance

Our new customer issue management tool is part of our strategy to provide a collaborative platform for suppliers and customers alike,” said Eric Bussy, Director of Marketing and Product Management at Esker. “Workflows, exchanges and relations are improved, promoting better customer service and higher satisfaction rates: a win-win situation for both parties.

The issue management tool is available to all customers as an add-on to Esker’s Sales Order Processing automation solution.

Customer Issue Management Screenshots

issue management   issue management

Learn more about Esker’s customer issue management tool.

Esker’s New Dashboards add ‘real time business process fitness management’ to its document processing solutions

Sydney, Australia — March 13, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced the launch of its new collaborative and customisable solution dashboards. Designed for both managers and employees alike, the dashboards enable users to facilitate daily tasks, monitor performance and react quickly to identify bottlenecks or spot opportunities early, making every action smarter and more strategic.

Our simple, intuitive and collaborative solutions allow organisations to optimise how they manage critical business processes,” says Jean-Michel Bérard, CEO at Esker. “We are committed to improving our solution functionality, placing the user experience at the centre of development activities. This new development philosophy generates greater customer adoption and increased user productivity.

The new dashboards, which are integrated into all Esker solutions, enable users to access the right information when they need it, monitor key performance indicators (KPIs) and provide real-time visibility on work in progress. Information can be easily shared and analysed in order to identify areas for improvement and better allocate resources and manage workload.

Dashboards Tailored for Each User

Solution administrators can custom-design dashboards to best meet the needs of their users, as well as define metrics that align with business goals. Users, depending on their profile, can add or remove KPIs and metrics at their convenience. They can even customise metrics such as priority levels, refresh rates, names and more.

Over a dozen metrics are available for each business process. For example, users of Esker’s Sales Order Processing automation solution are able to view the number of new orders to validate, urgent orders, orders in dispute, and those on hold.

Achieved Benefits

  • Ability to make better decisions based on data instead of guesswork
  • Increased responsiveness to issues and opportunities: anticipation and identification of bottlenecks, reallocation of workload, monitoring of KPIs, etc.
  • Greater team involvement in resource management thanks to the collaborative feature

We are looking to give our customers more autonomy with the management of their applications,” says Eric Bussy, Director of Marketing and Product Management at Esker. “These dashboards are fully customisable and provide teams with a comprehensive view of their daily tasks, enabling them to make better informed decisions. The collaborative aspect allows users to share dashboards, see data in real-time, facilitate exchanges and make smarter decisions.

Dashboards have been available since early 2015 for all Esker solutions and in all countries.

Example of a Sales Order Processing Dashboard Interface

dashboardIn edit mode, a simple drag and drop is enough to change how metrics and graphs are displayed. The setting for each metric and the priority level are also visible with different colours.

Esker dashboards allow business process managers to monitor in real time the ‘fitness’ of their processes and their teams. Just like reviewing your daily fitness activities by uploading your health band data to your favourite heath application, Esker provides new tools to assist its customers improve their ‘process fitness’ in real time,” says Christophe DuMonet, Managing Director of Esker Australia and endurance cycling amateur (real time cycling data provided by Garmin and Strava app).

Learn more about Esker’s dashboards.