Neopost and Esker Finalise Joint Venture

The agreement allows the two partners to market Esker’s cloud-based automation solutions to SMEs/SMIs via Neopost’s worldwide network.

Sydney, Australia — August 5, 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 cloud-based document process automation solutions, today announced the finalisation of their joint venture to market cloud-based solutions to SME/SMI clients worldwide, which allow for on-demand mail distribution and the automation of supplier invoices and customer invoices.

The creation of this joint venture, owned 70% by Neopost and 30% by Esker, follows the signature of a memorandum of understanding announced on March 31, 2015.

Neopost and Esker confirm that the software as a service (SaaS) solutions, based on Esker’s cloud platform, will be marketed by the Neopost network under the Neopost brand.

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 optimisation 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.

SACVL Improves Service Quality and Customer Satisfaction Thanks to Esker

Sydney, Australia — July 20, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it has been selected by SACVL, Société Anonyme de Construction de la Ville de Lyon, a French construction and property management firm, to automate the mailing and archiving of 30,000 business documents annually. Thanks to Esker Mail Services, SACVL has been able to improve service quality and absorb the increasing volume of mail sent from IKOS, the company’s real estate business software.

In an effort to improve its service quality and strengthen customer confidence, SACVL obtained an industry quality certification in 2013 (the Qualibail certification). On top of its numerous regulatory requirements, this certification has resulted in increased mail volumes — up to 30,000 letters per year comprised of tenant discharges, proof of construction and maintenance work, customer complaint registered letters, and reminders of unpaid bills. Additionally, Esker prints and delivers SACVL’s 9,000 tenant expense notices.

Following a request for tenders, we were very impressed with Esker — a company that came highly recommended in the property management industry by other firms with similar needs,” said Hervé Domange, IT Director at SACVL. “Esker Mail Services is able to process very industry-specific business mail and interface with our IKOS application.

Meeting the Business Needs of Property Management

Implemented in just three months, Esker’s solution required a set of business rules tailored to SACVL’s specific needs, including rules to automatically determine whether or not to distribute mail depending on document type, and the ability to validate certain critical workflows prior to printing.

Today, Esker’s solution is used by over 100 SACVL co-workers, including field staff for maintenance work requests, quality managers for written requests and assistants who respond to tenants.

All our teams are very satisfied with Esker,” said Domange. “Because they have not needed to change their working methods, our employees have quickly adopted Esker’s mail services solution. No one wants to go back to stuffing envelopes!

Increased Productivity

Esker Mail Services has delivered numerous benefits to SACVL, including:

  • Time savings and increased productivity for those that manage orders — mail volume has doubled but staff numbers have remained the same
  • Internal structuring of business processes
  • Mail tracking, including registered letters
  • Electronic archiving and access to all documents issued from the ERP system via Esker
  • Real-time access to archived documents
  • Improved customer satisfaction

Thanks to Esker, we have achieved the service quality required by the Qualibail certification,” concluded Domange. “We are able to track mail in real time, provide proof of sending and ensure deadlines are met. We have increased customer satisfaction, and with Esker’s help, put in place a new organisation without losing any time.

About SACVL

SACVL is a construction and property management company that builds and manages its properties in central Lyon. The diversity of its real estate (e.g., housing, offices, facilities and stores) aims to promote functional and social diversity. Each program includes social housing (10-25%). The company has 150 employees, 51 million euros in sales revenue in 2011, 7,500 housing units, 39% contracted, 105,000 square meters in office space, stores and facilities and 3,800 parking lots.

Kuhl Insurance Replaces Its Existing Fax Server Solution with Esker Cloud Fax Services for Fit Processes and a Healthy Business

Upgrading fax to the cloud allows the independent insurance agency to save time and money while supporting HIPAA compliance.

Sydney, Australia — July 13, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced that it has been selected by Kuhl Insurance, one of central Illinois’ (USA) largest independent insurance agencies, to replace the company’s existing fax server solution with Esker Cloud Fax Services. Representing multiple insurance carriers around the region, Kuhl processes up to 1,500 pages of fax documents per month from its Morton, IL headquarters.

Rather than go through another iteration of hardware updates to its longstanding server solution, Kuhl made the decision to offload faxing to Esker in order to take advantage of pay-per-use pricing, avoid costly maintenance requirements, and enhance the clarity and readability of its faxes — an important yet often overlooked, aspect of faxing time — and data-sensitive insurance documents. With Esker Cloud Fax Services, faxes can now be sent and received from desktop systems with no hardware or software investments, and with features like real-time status notifications and 24/7 service availability.

Key Requirements

Because many of the documents Kuhl handles (e.g., insurance applications, claims, quotes, etc.) contain electronic protected health information (ePHI), the company is obligated by law to transmit ePHI in accordance with the published safeguards and requirements of the Health Insurance Portability and Accountability Act (HIPAA). Kuhl could only select a solution provider with the necessary controls and procedures in place to support HIPAA compliance.

Faxing in the Cloud with Esker

Using Esker Cloud Fax Services, Kuhl has successfully transformed its faxing process into a more efficient, affordable and sustainable operation. Some of the biggest advantages the company has achieved since implementation include:

  • Faxing directly from desktop systems
  • Enhanced document clarity
  • No hardware or software maintenance costs
  • Minimised operating costs (no hidden fees)
  • Pay-per-use cost efficiency
  • Unlimited capacity and 24/7 service availability
  • Real-time status and tracking capabilities
  • HIPAA / HITECH compliance

Phil Witzig, Systems Administrator at Kuhl Insurance, was delighted with Esker’s feature-rich and easy-to-use solution, saying: “The visibility of the service allows us to get reports, add or delete users, and see what faxes have been sent and who’s using them. With Esker, we’ve found a cloud fax solution that’s not only fast, secure and efficient, it’s easy to use and saves us money — what’s not to like?

About Kuhl Insurance

Founded in 1979 by Phil Kuhl and based in Morton, Illinois, Kuhl Insurance is one of the region’s largest independent agencies, representing nearly 50 different insurance carriers throughout central Illinois. After more than 35 years in business, Kuhl Insurance has grown to provide its unique services to commercial, group and personal businesses.

Esker’s New Supplier Self-Service Portal Enables Smarter Accounts Payable Interactions for Fit Processes and Healthy Businesses

Sydney, Australia — June 2, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced the launch of a new supplier self-service portal to complement its Accounts Payable automation solution. The new tool improves the way organisations interact and collaborate with their suppliers. Esker’s portal provides suppliers with real-time status information on their invoices, strengthens supplier relations and increases the buyer’s productivity.

Esker’s portal provides both suppliers and buyers with a single view of data which enables the two parties to improve their ability to share information, enhance supply chain performance and facilitate dispute resolution. The use of electronic exchanges also leads to lower transaction costs.

The portal reduces supplier inquiries by providing them with the status information on all their invoices, (e.g., received, approved, paid, etc.), without ever having to pick up the phone. Suppliers have visibility into when they will be paid and can therefore better manage their working capital treasury.

Our new supplier portal reinforces our commitment to building a network of business collaboration, enabling meaningful connections between organisations, suppliers and customers,” said Jean-Michel Bérard, CEO at Esker. “Our goal is to connect companies with each other so they can do business more efficiently. Our new portal, combined with our solution dashboards, delivers the perfect platform to enable effective and intelligent interactions.

Simplified Process for Suppliers, Minimised Workload for AP Staff

In addition to looking up the status of any of their invoices, suppliers can also submit invoices directly and electronically on the portal. This allows buyers to reduce unnecessary paper handling, improve the timeliness of payments and lower their Days Payable Outstanding. By accelerating the payment cycle, buyers can benefit from early payments discounts. Suppliers get paid faster and are able to reduce their Days Sales Outstanding.

Based on Esker research, AP staff performing their tasks using manual methods can spend as much as 30% of their time responding to supplier calls, impacting both costs and productivity. On average, it takes an AP clerk five minutes to manage one invoice status inquiry. This equals approximately $2.5 per call, which can add up quickly and cause unnecessary expenses that would otherwise be used more productively. With fewer supplier calls to manage, an AP department is able to focus on more value-added tasks, increase its efficiency and reduce costs.

Improved Communications

Designed to optimise the buyer-supplier interaction, both parties can conveniently exchange information and chat directly via the portal, removing communication barriers. All conversations are kept together and always available for reference when needed. With improved relations, suppliers feel more informed and confident on what is happening with their invoices and when they will get paid, and buyers can negotiate greater payment discounts.

The portal features an intuitive, easy-to-use interface, which helps maximise supplier adoption rates. Suppliers can also contact Esker to take advantage of a wide range of beneficial e-invoicing features, such as automated invoice submission via the portal.

As an integral part of Esker’s Accounts Payable automation solution, the new portal enables Esker customers to offer their suppliers a valuable, free-of-charge service that’s available 24/7 year-round.

How to take your customer issue management to the next level

Faster Resolutions – Stronger Relationships

Wrong colour, missing part, damaged goods… Most of us have experienced this kind of trouble when receiving goods that we have ordered. As a company, receiving defective or incorrect products can have significant negative impact on your business: delay in manufacturing, unhappy customers, postponing of activities…

As a vendor shipping goods, you know how such issues can trigger customer dissatisfaction and you want to handle the issue in a timely and efficient manner before this snowballs into bigger problems.

In most companies, Customer Service Representatives (CSRs) use a manual process to deal with customer issues. An Excel spreadsheet or an issue tracking feature in their CRM that needs to be complemented by emails. And with time, as the number of customers grows, the list of issues increases. Those manual solutions quickly show their limitations: you struggle to find similar cases or to access the current status of a customer request and management does not have visibility on the issues in progress at the company level.

Good news: you are not alone and solutions exist: Customer Issue Management (CIM) solutions.

What is a Customer Issue Management solution?

A Customer Issue Management solution is a portal allowing you to

  • Log issues,
  • Propose resolutions,
  • Approve resolutions with smart workflow and
  • Close customer issues.

A good CIM solution is also more than that. It integrates with your ERP, allowing you to retrieve orders, claims and delivery notes into the CIM application.

You should be able to track issues easily with a simple dashboard. You also want to automatically notify each customer of the progress of its issues or claims. If the approval of solutions involve more than one person, you can easily add approvers to the workflow, still from the CIM application (no need to fire up Outlook for this!).

A powerful search engine allows you to retrieve past cases, whether you need history for a given company or for a given problem.

dashboardsWe also recommend that you choose a CIM solution with dashboards and reporting features. This way, you will know exactly how many issue cases are in progress at any time. You can also measure the performance of your customer service by comparing the number of solved issues from one month to another, for instance. Remember, “If you can’t measure it, you can’t manage it.”

What are the benefits of a CIM solution?

The first and probably most important benefit of using a CIM solution is that you will increase customer satisfaction and improve your relationship with your customers. Indeed, by centralising your issue resolution process, you will provide your customers with a resolution much faster than before.

Moreover, internal and external collaboration is enhanced. You will be able to set automatic notifications to be sent to your customer to give him/her visibility on the status of his/her case. Internally, you can also customise the solution approval workflow.

In addition to this, the history of all issues available in the application will be a true knowledge database for you and your team. If someone had the same issue before and found an appropriate solution, there is no need for you to spend time on “reinventing the wheel”!

This knowledge database will also be precious when your company decides on future feature developments and product quality improvement.
And again, dashboards and reports will allow you to measure the performance of your team, hence driving greater efficiency in your team as well as reducing the stress level associated with customer issues and claims.

It’s time for you to get a fit process and a healthy business!

Learn more about Esker’s customer issue management solution.

Cloud Fax checklist: take the quiz!

Has the time arrived to move your outdated and unsupported fax solution to a Cloud Fax service?

cloudMany organisations are still running older fax solution on Microsoft Windows Server 2003 which will be out of support in 2015 — so the time has come to take action and review your options.

Complete the checklist below and see how many of these “Time to move to the Cloud” scenarios apply to you:

Have you checked one or more boxes? Learn more about Esker Cloud Fax Services’ benefits.

Edenkia moves to ‘e-invoicing & Automated Invoicing’ with Esker’s Cloud-Based Accounts Receivable Solution

Sydney, Australia — April 21, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced its three year collaboration with Edenkia, a French provider of alternative energy and subsidiary of the Proxiserve group, to automate over 10,000 customer invoices annually. Implemented in just eight days, Esker’s Accounts Receivable solution has enabled Edenkia to process more invoices without adding to its accounting staff. Thanks to Esker, Edenkia is also able to deliver e-invoices to customers who wish to receive them electronically.

In 2012, Edenkia became a fully owned subsidiary of the Proxiserve group. It was in this context that Edenkia had to bring accounts receivable (AR) in-house and manage the time-consuming process of its invoices, as well as a growing number of customers. Invoicing is at the core of Edenkia’s profession — the company issues detailed invoices based on actual consumption, and invoice precision is crucial.

After having put in place new billing software, Edenkia was looking for a cloud-based solution to outsource and manage its customer invoices — specifically, one that offered invoice tracking capabilities, secured archiving that could recover billing history dating back to 2005, and the ability to offer e-invoices to customers who wanted them.

Detailed customer invoicing represents the core of our business,” said Laurent Moché, Director of Operations at Edenkia. “When we became a subsidiary of Proxiserve we had to reassess our operations and quickly provide an effective solution to process our customer invoices.

Quick Solution Implementation

With Esker, Edenkia automatically sends AR invoices from its billing software to Esker’s mail production facilities, where they are printed, folded, stuffed, stamped, handed off to the postal service and archived on a web portal. E-invoices are delivered to customers who prefer them over paper, speeding up the approval and payment process, particularly for large, multi-site businesses. Esker’s successful collaboration with Edenkia, in turn, led Proxiserve to use Esker to send its 3,000 monthly pay slips.

Esker’s teams are dynamic and dedicated to customer service,” said Moché. “Their solution was implemented in record time — just eight days. We are 100% satisfied with Esker and our relationship. Furthermore, their AR solution stood out above the competition thanks to its simple and transparent billing process — there are no surprises.

A Fast, Simple and Efficient Solution

Thanks to Esker, Edenkia has achieved many benefits including:

  • Faster invoice delivery by placing paper invoices in the postal stream within 24 hours of generation
  • Increased productivity allows more invoices to be processed with the same amount of staff
  • Real-time and quick access to archived invoices to better respond to daily customer inquiries
  • Improved customer relations thanks to the elimination of errors associated with manual processing and the accessibility of invoices on a web portal
  • Better invoice clarity using envelopes with two windows — for Edenkia’s address and logo
  • Comprehensive AR invoice visibility thanks to automatic reporting, dashboards and metrics

About Edenkia

Edenkia was established in 2000 under the name Dalkia Global Offering — a subsidiary 50% EDF and 50% Dalkia France. In 2003, the company was renamed Edenkia and began offering electricity to the professional sector when the market opened up (in July 2004). On January 1, 2012, Edenkia become a 100% subsidiary of the Proxiserve group — a former subsidiary of Veolia Environment and EDF — and relies on Proxiserve’s expertise in meter readings.

Edenkia is an alternative electricity supplier specialising in large sites (surface areas greater than 5,000 m²) and electrically powered high voltage (greater than 250 kVA), including: offices, platforms, shopping centres, etc., and can also provide industrial platforms. The company is also authorised to buy/resell electricity by the order of February 22, 2012.

Top 4 Benefits of Sales Order Processing Automation

Manually keying in sales orders? Chasing lost orders? How do you process priority orders first? Growing business without additional resources to handle the volume? Continually challenged to meet SLAs? Or maybe you want to improve the fitness of your order management processes?

Discover how Sales Order Processing automation can provide you with the solution to achieve greater customer satisfaction whilst reducing cost and getting your order management process fit and effective!

Check out this short SlideShare for the top benefits of sales order processing automation:

Esker’s ‘business process fitness solutions’ make the SIIA Software CODiE Award Final ‘Best Financial Management Solution’

Esker’s Accounts Payable and Accounts Receivable automation solutions earn prestigious software industry award.

Sydney, Australia — April 13, 2015 — Esker, a worldwide leader in document process automation solutions, today announced that its Accounts Payable and Accounts Receivable automaton solutions were named as a finalist for the 2015 SIIA Software CODiE Awards for Best Financial Management Solution. The SIIA CODiE Awards are the premier award for the software and information industries, and have been recognising product excellence for 30 years. Winners will be announced during a special virtual SIIA Software CODiE Awards Ceremony on May 7, 2015.

Esker provides ‘business process fitness solutions’ for Accounts Payable and Accounts Receivable for both enterprise and mid-size companies.

Esker’s Accounts Payable solution optimises the process of verifying, data entry and approval through the use of intelligent capture, touchless processing and electronic workflow capabilities, helping companies save time and reduce costs while improving supplier relationships.

Esker’s Accounts Receivable solution allows companies to fully automate the delivery and archiving of paper and electronic invoices in compliance with worldwide regulations, while leveraging a customer portal and collections tools to enhance customer communication and more effectively manage the entire AR workflow.

Having our Accounts Payable and Accounts Receivable solutions recognised by SIIA is a tremendous honour for our company, and a testament to all that Esker has invested into making our solutions unique and beneficial,” said Steve Smith, U.S. Chief Operating Officer at Esker Americas. “Effective management of financial documents is critical for today’s organisations, and we’re thrilled to be identified as one of the primary leaders in this area of expertise.

“All the CODiE finalists this year showcase innovation and creativity in today’s market. We are happy to recognise them for their products that are breaking ground in the software and services industries,” said Rhianna Collier, VP & General Manager for the Software & Services Division at SIIA.

This is a remarkable achievement for Esker AP and AR solutions! Industry awards such as CODiE in the USA combined with the accelerated adoption of Esker’s ‘business process fitness solutions’ for AP and AR for both enterprise and mid-size companies in Australia and New Zealand clearly demonstrate the business value proposed by Esker,” said Christophe DuMonet, Managing Director at Esker Australia and New Zealand.

Details about each finalist are listed at http://siia.net/codies/2015/finalists.asp.

About SIIA

SIIA is the leading association representing the software and digital content industries. SIIA represents approximately 800 member companies worldwide that develop software and digital information content. SIIA provides global services in government relations, business development, corporate education and intellectual property protection to the leading companies that are setting the pace for the digital age. For more information, visit www.siia.net.

About SSD

The Software & Services Division of SIIA (SSD) represents companies that develop the applications, services, infrastructure and tools driving the success of today’s high-tech industry. SSD programs and activities are designed to foster company growth and success by providing professional insights and strategy, executive networking, industry exposure and business development opportunities. SSD member executives actively collaborate to share business and operational expertise, best practices, and new innovations to help companies efficiently build growing and successful businesses. For more information, visit www.siia.net/SSD.

Kern Pharma improves its order management fitness with Esker’s Cloud-based solution for SAP®

Sydney, Australia — April 9, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it has been selected by Kern Pharma, a specialist in the development, manufacturing and marketing of pharmaceuticals, particularly generics, to automate its sales order management process. Esker’s Sales Order Processing solution has enabled Kern Pharma to cut order processing and customer response time in half, resulting in on-time product deliveries to recipients.

Kern Pharma, an Indukern Group company that’s headquartered in Terrassa, Spain, receives 75,000 orders a year via EDI, fax or email, 40,000 of which are manually processed into its SAP® system. Thanks to Esker, Kern Pharma has saved a significant amount of time and reduced error rates associated with manual sales order processing.

Esker’s cloud-based solution works by receiving all of Kern Pharma’s fax and email orders (an average of 3,000 per month) and automatically extracting any relevant data. That data is then validated and integrated into Kern Pharma’s SAP system electronically.

Benefits Achieved

On average, Kern Pharma can process an incoming order in 50 seconds — a process that previously took up to two minutes — resulting in a faster customer response time. Additional benefits include:

  • Processing time cut in half
  • Process visibility: every action is tracked
  • Simplified search commands: a multi-criteria search engine helps find customer orders in just a few clicks
  • Less physical space required for archiving documents

Customisable and Collaborative Dashboards

Kern Pharma’s Customer Service teams use Esker’s dashboards and metrics to access important information such as the number of orders received in a given period of time or the average time it takes to process orders. Solution administrators can custom-design dashboards to best meet the needs of their users, as well as define metrics that align with business goals. Information can be easily shared and analysed in order to identify areas for improvement and make informed decisions.

Esker’s easy-to-use and engaging environment simplifies the sales order processing workflow,” said Irene Liébanas, Customer Service Coordinator at Kern Pharma. “With relevant and valuable information at our fingertips, order processing and tracking is done seamlessly and enhances customer satisfaction.

Future Projects

Shortly after solution implementation, Esker has already delivered cost savings and opened the door for other potential opportunities. “Esker has supported us every step of the project and is always available, even after deployment,” said Albert Almajano, Director Systems Business Group at Indukern Group. “Following our successful collaboration, we recommended Esker’s Sales Order Processing solution to other industry players, and we even plan to implement it within other companies in our group.

About Kern Pharma

Kern Pharma is a specialist in the development, manufacturing and marketing of pharmaceuticals. Created in 1999 by the Indukern Group, the company has established itself in 15 years as a leading player in the Spanish generic drug industry. Historically, Kern Pharma articulates the growth of its business around two strategic axes: the development, manufacturing and marketing of pharmaceuticals under the Kern brand (with a strong emphasis on generics), and providing services for third parties (development, contract manufacturing and chemical production). Kern Pharma has over 650 employees and produces about 100 million units per year.

Click here to read the full press release.