ORDER PROCESSING AUTOMATION

Transcription

1 ADVOCATING FOR ORDER PROCESSING AUTOMATION How to Connect with Committee Stakeholders & Mobilize Your Project

2 CONTENTS WHAT'S INSIDE THIS ebook Introduction...3 Getting Consensus...4 Committee Stakeholders...5 CSR...6 CSR Manager...7 Supply Chain Director...8 CEO...9 IT Leadership Customer Conclusion About Esker... 13

3 INTRODUCTION DEFINING ORDER PROCESSING AUTOMATION Automation is widely used in the business world. Still, the concept of order processing automation remains a bit of an enigma even among those who already know a thing or two about it. That s why it s critical to give yourself a refresher before driving the project forward and getting stakeholders on board. WHAT IT IS Automation is a tool for companies to drive increased efficiency and added value in their order management process by: Eliminating data entry tasks Speeding up order-to-cash (O2C) times Increasing order accuracy rates Freeing up staff to focus on customers Enhancing visibility and analytics Streamlining EDI exception handling Improving issue management Simplifying the IT environment WHAT IT IS NOT A staff replacement. Order management will always need people to function. Automation simply allows staff to be more productive, focusing on more customer-centric tasks rather than data entry. An ERP/EDI replacement. Automation fills in the manual gaps ERP/ EDI systems are not able to address, maximizing your existing investments. A one-dimensional tool. Automation reduces paper, yes, but the benefits go far beyond basic efficiencies (as this ebook will show). A shortcut to success. Automation has amazing potential, but only if there s a smart strategy in place with right people and processes behind it. Reading this ebook means you re already off to a great start.

4 GETTING CONSENSUS THE POWER OF THE PROJECT MOBILIZER Order processing automation is a proven and valuable business solution. However, a lot of organizations have never even gotten a whiff of the benefits it brings. Why? They failed to reach a group consensus before the project could begin. According to the best-selling authors of The Challenger Customer, it takes a specific kind of person to drive projects forward and push their colleagues to the finish line the Mobilizer. This ebook identifies six committee stakeholders that can make or break an order processing initiative and the benefits of automation to each. It s a great resource for Mobilizers, who will learn how to speak to each role to generate group agreement. Supply Chain Director CSR Manager I T Leadership CEO The Mobilizer TODAY, THE AVERAGE B2B PURCHASING DECISION INVOLVES 5.4 PEOPLE.1 CSR 1 The Consensus Sale. (n.d.). Retrieved April 20, 2016, from com/marketing-communications/mobilizer.html?referrertitle=ceb Sales - CEB

5 COMMITTEE STAKEHOLDERS In the coming pages, this ebook highlights the six key stakeholders in order management that need to be challenged to go beyond the status quo. Automation aligns with their priorities it s your job to deliver that message. I T Leadership Customer CSR CEO KEY ROLES IN AN ORDER PROCESSING AUTOMATION PROJECT Supply Chain Director CSR Manager

6 CSR [ The Daily Grinder ] CASE STUDY Unheralded? Sure. But you d better believe that Customer Service Reps (CSRs) are the backbone of order management. Besides processing orders and supporting sales, CSRs are concerned with promptly solving customer issues and strengthening relationships. WHAT AUTOMATION OFFERS Faster processing no more manually keying in orders with automatic data capture and routing; ability to automate the processing of configurable orders. Priority orders identification urgent orders will never be missed again thanks to customizable dashboards that display real-time metrics. Freed-up time customer selfservice allows CSRs to focus on revenue-generating tasks such as cross-selling and upselling. Job satisfaction CSRs can put their high-level education to use by expanding their abilities beyond manual data entry. Automating its order management process helped biomérieux reduce average order processing speeds from 8 to 2 minutes, while reducing the average number of order processing steps from 8 to 4. READ THE FULL STORY Issue resolution all order-related documents can be accessed in one place; orders can be easily clarified using the portal chat tool.

7 CSR MANAGER [ The Problem Solver ] Customer experience isn t just a buzz word it s a benchmark that can be the difference in losing and gaining a competitive edge. That s why good CSR Managers have a laser-like focus on getting the most value out of their team when it s needed most. WHAT AUTOMATION OFFERS Resource management real-time workflow numbers are available at a glance via customizable dashboards so that resources can be reallocated more strategically. Advanced analysis dashboards also enable the analysis of team member performances, order processing trends, customer preferences, and weaknesses in the process. Increased staff productivity instead of CSR team members spending their time on manual data entry, they are freed up to focus on activities that promote the customer experience and their personal growth. CASE STUDY We went from zero visibility to having full transparency into our order management process. With Esker, we can prioritize our workflow just like an air traffic controller would. - KATIE NUTAITIS, MANAGER OF ORDER FULFILLMENT, MOEN READ THE FULL STORY

8 CASE STUDY Our distribution center managers can now see the number of orders in the queue and use that data to allocate resources and forecast within the supply chain. It s been a transformational improvement in terms of how we run our operation. - AMY ARGENTINE, DIRECTOR OF CUSTOMER EXPERIENCE, PARTS TOWN READ THE FULL STORY SUPPLY CHAIN DIRECTOR [ The Multi-Faceted Strategist ] Procurement and delivery. Inventory and distribution. Planning and logistics. Supply Chain Directors have a lot on their plate, so any solution that supports their strategies for greater process efficiency and customer-centric practices would be a welcome addition. WHAT AUTOMATION OFFERS Cost reductions elimination of processing errors avoids the added costs of reprocessing, credits, shipping goods back, etc. Premium on speed fewer manual tasks means orders get to where they re supposed to go ASAP, avoiding costly delays. Enhanced oversight dashboards help determine exactly how many orders need to ship and when rush orders come in. Improved customer experience strategic customers are able to get higher levels of attention thanks to workflow prioritization.

9 CEO [ The "Big P icture" Decision Maker ] As company leaders, CEOs simply want to run their business in the most effective way possible. Their holistic perspective means they value solutions that can reduce long-term costs, minimize risks and complexities, and improve global visibility. CASE STUDY Following its acquisition of Maytag, Whirlpool automated its order management process with Esker and avoided having to hire an additional 120 CSRs a projected value of over $4.2 million. WHAT AUTOMATION OFFERS READ THE FULL STORY Cost reduction automation eliminates wasteful spending in virtually every aspect of order management. Lean growth automation allows growing order volumes to be handled without having to increase headcount. Customer retention a better customer experience translates into retaining key clients and increasing future sales. Cash control visibility dashboards provide critical visibility over sales and other critical business functions and performances.

10 IT LEADERSHIP [ The Support System ] Today s IT departments have never been more dynamic. What used to be a cost center is now expected to help generate revenue. With this in mind, the top priorities of IT leadership are controlling costs, ensuring security, managing resources and maintaining agility. WHAT AUTOMATION OFFERS Cost predictability cloud-based automation requires no added hardware/software costs and offers a pay-per-use pricing model. Peace of mind automation offers a reliable and robust infrastructure to avoid downtime, delivery failures or breaches. Instant upgrades solution upgrades are automatically installed by the provider, which avoids lengthy installation delays. System harmony multiple processes can be automated from the same platform, simplifying training and increasing collaboration; EDI exceptions can be handled without disrupting current systems. CASE STUDY By replacing its existing fax system with Esker s automated platform, not only was Brady Corporation able to eliminate the manual handling, scanning and routing of orders to CSRs, it saved $100,000 in infrastructure costs. READ THE FULL STORY

11 CUSTOMER [ The Top Priority ] CASE STUDY Our customers have been quite appreciative in noticing the difference since we started automating our correspondence. We make fewer errors on the documents and are more accurate with shipping products on time. - ADRIAN POSTERARO, DIRECTOR OF GLOBAL CUSTOMER SUPPORT, MEDRAD, INC. READ THE FULL STORY Above all else, today s customers value companies that are easy to do business with. That means an efficient order submission process, fast and accurate delivery, and the self-service tools to resolve issues at their convenience not yours. WHAT AUTOMATION OFFERS Flexibility customers can submit orders in any format they choose (e.g., Word, Excel, etc.) and through any channel (e.g., , fax, EDI, portal, etc.). Transparency customers have 24/7 selfaccess to order statuses, documents and conversations, and even receive notifications when their orders are processed or shipped. Self-service messaging tools in the online portal allow customers to quickly clarify any order issues with their supplier without having to pick up a phone. Meeting/exceeding SLAs freed-up CSRs mean that customers are getting the service they want and expect.

12 CONCLUSION SEALING THE DEAL More often than not, group conflicts are the primary reason that projects get derailed early in the buying process. Want yours to see the light of day? As the designated Mobilizer, it s all about who you challenge and how you do it. Using the information in this ebook, you now have a better understanding of each key stakeholder s priorities and how automation addresses them. Now it s time to buckle up and drive your project forward. Good luck! OTHER RESOURCES YOU MIGHT FIND HANDY WHITE PAPER: Building a Business Case for Order Processing Automation You know order processing automation is the real deal. But getting buy-in from upper management can be a battle. This white paper is your secret weapon. Shhh. INSTANT DOWNLOAD BUYER S KIT: Order Processing Automation A lot goes into making a buying decision on an order processing automation solution. Lucky for you, we put a lot into this buyer s kit. Go on get in the know. INSTANT DOWNLOAD SHARE THIS ebook

13 ABOUT ESKER GET TO KNOW OUR ORGANIZATION Esker is a global leader in document process automation software. We have over 30 years of experience, with worldwide headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin. Over 11,000 companies use our cloud-based solutions to automate order processing and other critical business processes. 3 DATA CENTERS MULTITENANT PLATFORM HIPAA/HITECH COMPLIANCE SSAE 16 AND ISAE 3402 COMPLIANCE 24/7 AVAILABILITY PAY AS-YOU-GO SOME OF OUR SATISFIED CUSTOMERS INCLUDE:

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