Tag Archives: business

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 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

 

ESKER: A Worldwide Leader in Cloud-based Document Processing Automation Software.

Esker A worldwide leader in Cloud based solution 2

Quit Paper in any Business Document Process

For Quite some time, business faced challenges to manage documents across different devices, as well as to control document flow that made business reporting an arduous task. This scenario prevailed for years mainly because organisations used manual processes, which were neither sophisticated not intelligent enough to capture data from complex documents such as invoices, sales orders and account statements. Due to the complexity these documents contain: product codes, GST, quantities, prices, etc. businesses experienced processing delays, high error rates, poor reporting and customer dissatisfaction. Thanks to documentation process automation software, organizations can automate their manual business processes  which were neither sophisticated nor intelligent enough to capture data from complex documents such as invoices, sales order sand account statements. Due to the complexity these documents contain: product codes, GST, quantities, prices,etc., businesses experienced processing delays, high error-rates, poor reporting and customer dissatisfaction. Thanks to documentation process automation software, organizations can automate their manual business processes and free up their workforce from spending hours on error-prone manual operations. Automating document processes throughout a company adds value to existing systems, enhances productivity, strengthens business relationships and improves the exchange of business-critical documents between customers and suppliers.

Starting off as a host access software provider in 1985, today Esker has become one of the leading document process automation solution providers. Esker solutions help organizations of all sizes to improve efficiencies, accuracy, visibility and costs associated with business processes.

The core principle behind Esker’s document process automation platform is a focus on helping businesses Quit Paper to drive operational efficiencies, cost savings and process visibility. Esker offers solutions specifically designed to eliminate the huge amounts of paper flowing through order-to-cash (O2C) cycle of fulfilling customer orders and collecting payment, and the purchase-to-pay (P2P) cycle of buying the goods and services.Increasing speed and accuracy through document process automation helps businesses fulfill customer orders faster, get paid sooner, optimize financial management and maximize supply chain efficiency.

From cloud computing and infrastructure to business processes and personal collaboration, Esker has proved to be one of the rarest software vendors to offer 100 percent cloud and business automation to its clients.

In a nut shell, Esker guarantees to bring the paper-flow of information to a halt within an organization by initiating the right automation to every business documentation cycle.

One Platform for Any Business Process

Esker allows businesses to control all of their document process improvement efforts in one collaborative platform that spans the entire cash conversion cycle. Whether they want to automate and capture any inbound documents (sales order, vendor invoices) or electronically deliver any outbound document (customer invoices,purchase orders),Esker allows them to automate as needed using a shared group of technologies.

Through this innovative platform, businesses have a single solution to receive sales orders or supplier invoices from any source; send purchase orders or customer invoices directly from ERP systems and store documents and data within the ERP application

Esker’s automation solution is implemented either on-premises via Esker Delivery Ware or in the cloud via Esker on Demand to automate accounts payable, order processing, accounts receivable, purchasing and more.

“Working with in a wide range of industries for nearly three decades with businesses of various sizes, we have found that automation typically helps organizations process business documents like orders and invoices up to 90% faster and a minimum of 40% more cost effectively when compared to manual processing methods,” said Jean-Michel Bérard, CEO at Esker.

Esker’s Innovative Solutions

Esker infuses its core mantra, Quit Paper, in every solution that the company delivers. For instance, Esker’s mobile invoice approval application, Esker Any where, equips managers with on-the-go accessibility to review and approve purchase requisitions and supplier invoices. The application helps businesses further speed up the review and approval cycles of invoice and requisition processing, as well as improve efficiency in the P2P cycle.

“Employees are becoming increasingly mobile and require anywhere accessibility to business processes and data in order to maximize productivity,” said Jean-Michel Bérard.“Our mobile app is a result of our ongoing commitment to bring value to companies looking for faster and more efficient ways to do daily business activities, including processing invoices and spend requests on the move.”

Esker A worldwide leader in Cloud based solution

Solution Dash boards Optimize Business Process Management

Esker offers collaborative and customizable solution dashboards which facilitate daily tasks, monitor performances indicator sand react quickly to prevent problems or spot opportunities early, making every action smarter and more strategic. The dashboards, which are integrated into all Esker solutions, enable users to access the right information when they need it, follow key performance indicators and provide real-time visibility on work in progress.

“Our simple, intuitive and collaborative solutions allow organizations to optimize how they manage critical business processes,” said Jean-Michel Bérard. “We are committed to improving our solution functionality, placing the user experience at the center of our development efforts. This new development philosophy generates greater customer adoption and improved user efficiency.”

“Esker is commitment to building a network of business collaboration, enabling meaningful connections between organizations, suppliers and customers.”

 

After having catered to Malaysian Airlines, Sony, Toshiba, Samsung, Whirlpool etc.,Esker continues to innovate and offer enhanced solutions to deliver greater added-value to its customers.

 

Pharmaceutical Company Menarini Cuts Order Processing Time in Half with Esker’s Cloud-Based Automation Solution

 

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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.

Food & Beverage Company Garcia Carrión Reduces Order Processing Costs by 70% with Esker’s Automation Solution

 

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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.

Key Objectives

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.

Heinz Improves Its Customer Service with Esker’s Cloud-Based Order Processing Automation Solution

 

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Sydney, Australia — February 17, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it was selected by Heinz, a global leader in the food industry, to automate its order management process. Esker’s Order Processing solution has enabled Heinz Iberica to automate 22,500 yearly orders in its SAP® system, 44% of which are received by EDI while the rest are received by fax, email or paper.

Heinz was looking to simplify and standardise its order management process by reducing manual intervention as much as possible. Time previously spent on the administrative process of order entry has been reallocated, allowing teams to focus on more value-added tasks such as customer service and supply chain management.
Heinz implemented Esker’s Order Processing solution in Spain in August 2015 for a limited number of customers, and in the first day alone, the company was able to automate 20% of its orders. In the months since, Heinz automated the processing of 80% of its fax and email orders, totalling over 1,000 orders per month.

Heinz has already achieved many benefits from automated order processing including:

  • Decreased processing time thanks to intelligent data capture technology
  • Orders loaded directly in the SAP system
  • Electronic order archiving providing increased visibility and control
  • Dashboards containing Key Performance Indicators (KPIs) and customisable reports

“To speed up our customer response time and process orders quicker and more efficiently, we needed to reduce our time-consuming manual order entry process,” said David Laso, Director of Customer Service at Heinz Iberica. “To achieve this, we looked for a solution that could automate 100% of our orders, even the non-EDI ones. We have reduced both time and effort previously required to handle manual order entry, allowing us to focus on more strategic activities with higher added value.”

About Heinz

Heinz is a global leader in the food sector, particularly in the sauce (e.g., tomato sauce, ketchup and mayonnaise) and prepared meals industry. In Spain, the company has many well-known brands such as Heinz, Orlando, HP, LP, etc. The company has a worldwide presence, and following its integration with Kraft, hopes to become the international reference in the food sector by creating a better world.

Heinz places customer satisfaction, quality, integrity, ownership, merit and innovation at the core of its business. Heinz is also working to create a better world through initiatives for sustainable health of the planet, the community and society.

Esker’s New Mobile Application Accelerates the P2P Cycle by Enabling Purchase Requisition and Invoice Approval On-the-Go

Sydney, Australia — February 3, 2016 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced the release of Esker Anywhere, a new mobile application that gives managers the ability to review, approve, and reject purchase requisitions and supplier invoices via a mobile device. The free application, available 24×7 on Apple® or Android™ devices, increases the productivity of busy managers and helps businesses further speed up the review and approval of invoices and purchase requests, thus driving greater efficiency in the purchase-to-pay (P2P) cycle.

Esker Anywhere, the new version of Esker’s mobile invoice approval application launched in March 2013, delivers purchase requisition approval capabilities in addition to supplier invoice approvals. This new capability is a now a key component of Esker’s Purchasing automation solution, which optimises indirect spend requests and goods or services by delivering the mobile convenience to approve such requisitions.

Esker Anywhere provides on-the-road accessibility for managers who approve invoices and purchase requisitions before payment, enabling them to quickly resolve exceptions and approvals, resulting in excellent supplier relationships and increased efficiency in the P2P cycle. Coupled with a fresh new interface design and enhanced usability, Esker Anywhere delivers a more engaging user experience.

The new application allows Esker users to:

  • View the list of invoices and purchase requisitions awaiting approval or on hold
  • Review invoice images and original supplier quotes as they were received by accounting
  • Access invoice or purchase requisition key data (e.g., supplier name, total amount, etc.), as well as comments from requesters and previous approvers
  • Review coding and budget information before approving
  • Leave a comment for the next person in the workflow or the requester

Employees are becoming increasingly mobile and require anywhere accessibility to business processes and data in order to maximise productivity,” said Jean-Michel Bérard, CEO at Esker. “Our new mobile app is a result of our ongoing commitment to bring value to companies looking for faster and more efficient ways to do daily business activities, including processing invoices and spend requests on the move. As we continue to enrich our mobile offer, Esker will soon include new business processes like sales orders and expand to Windows® operating systems.

Learn more >

GBfoods Automates Order Processing to Focus on Customer Service

Sydney, Australia — November 24, 2015 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced that it has been selected by GBfoods, a Spanish multinational company in the food processing industry, to automate the 30,000 sales orders the company receives annually via fax and email.

GBfoods, present in over 50 countries and known for brands such as Gallina Blanca, Avecrem and Yatekomo, implemented Esker’s cloud-based Order Processing solution to automate sales orders from its two channels — retail and food service. Orders originating from Spain and Italy are now directly integrated into the SAP® system at the company’s headquarters in Barcelona.

Our objective is to offer our customers the best possible service,” said Mónica Díaz, Front Office Manager at GBfoods. “Thanks to Esker, we have been able to automate the entire order process, which has allowed us to devote more time to managing customer relationships.

Business and Environmental Benefits

Esker has delivered numerous benefits to GBfoods since the solution was implemented in December 2014, including:

  • Significant time savings thanks to the elimination of manual order processing tasks
  • Increased visibility across the entire order management process
  • Eliminated paper use and physical document archiving

The project is part of a global strategy to improve business efficiency via a “paperless” initiative, which aims to progressively automate and optimise the company’s document processes and adopt a more environmentally friendly approach.

Increased Visibility and Tracking

Esker’s collaborative and customisable dashboards provide GBfoods with improved visibility on both work in progress and completed work. GBfoods’ order management efficiency can now be accurately measured by metrics and performance indicators such as the average processing time, weekly and monthly trends, order status, and litigation management.

About GBfoods

Since its inception over 75 years ago, GBfoods has distinguished itself by its desire to remain close to the consumer and the entrepreneurial spirit and innovation that drives its subsidiaries and brands in local markets. Today, the group is a leader in the food sector in Spain. With prestigious brands such as Gallina Blanca, Star, Jumbo and Grand’Italia marketed in Spain, Italy, the Netherlands, the U.S., Russia, Russian Commonwealth, and 28 countries in Africa and the Middle East, the company achieved over 629 million euros in sales 2014. Its commitment to innovation, quality and consumer health is reflected in its products. Through its locally-based brands, GBfoods is now one of the most internationally influential groups in the food industry.

Customer Issue Management: The Smart Way

Does your company suffer from a complex issue management system? Does this impact your customer satisfaction?

Read our infographic to discover a day in the life of a Customer Service Representative and how customer issues can be handled while maintaining full process visibility, from order creation to product reception.

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.