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.
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.
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.
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.
A GOOD PROBLEM TO HAVE
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