By the year 2020, customer experience will overtake price and product as the key brand differentiator. See how a truly advanced digital solution enhances the customer experience, not disrupt it.
2. By the year 2020, customer experience will
overtake price and product as the key brand
differentiator.
Walker Information
3. Pitfalls of poor customer experience
Poor customer
experience is
expensive
Bad experiences
often go viral
The inability to
retain customers
is expensive
Companies aren’t
equipping teams to
provide superior
service
4. A customer is 4 times more likely to defect to
a competitor if the problem is service-related
than price- or product-related.
Bain & Company
5. Customers want to be able to send their orders through whatever channel suits
them best: fax, email, paper, online, phone and so forth.
A truly advanced digital solution should enhance the customer experience, not
disrupt it.
But how can you manage this efficiently?
ORDERS & THE CUSTOMER EXPERIENCE
6. 100% order transparency
Order archiving
• Adjustable
retention strategy
• Multi-criteria & full
text search engine
• Document archive
link in SAP
Order reception
• Channel
consolidation: a
single platform for
all orders
• Order reception
data/time tracking
Order routing
• Data capture: built-
in recognition,
machine-learning
& teaching
• Automated routing
Data verification
• Automatic order
header & line item
data validation
• Automatic order
duplicate check
• User-friendly
validation interface
• Touchless option
SAP® integration
• Automated order
creation in SAP
• Standard
connectors for SAP
• SAP order number
acknowledgement
Customer order
submission
• Customers can
submit orders in
any format
• Get full visibility
over every order
• Move to e-ordering
AUTOMATED ORDER PROCESSING
Process orders with complete accuracy, efficiency and visibility
7. AUTOMATE!
Benefit from a competitive edge
Enhance
accuracy
Accelerate
business
cycles
Smart
resource
allocation
Improve
customer
satisfaction
Increase
process
visibility
Reduce
operational
costs
8. HOW IT WORKS
Once extracted data is verified against master data, the corresponding sales order is
automatically created in the SAP system through our connector and can easily be retrieved.
FAST SETUP
& MINIMAL IT WORKLOAD
RELIABLE INTEGRATION
BASED ON SAP BAPI TECHNOLOGY
• Live order simulation
• Order creation in SAP
• SAP order number acknowledgement
• Master data live connection and/or automated synchronization
• Document archive link in SAP
FEATURE SET
ACCEPT MULTIPLE ORDER FORMATS,
INCLUDING: EDI, MAIL & FAX
10. AUTO-LEARNING
Machine-learning
CSR’s corrections are
automatically recorded for
next time.
CSR corrects or fills in
missing fields.
Recognition rate
Recognition rate increases as
the solution learns where to
capture data.
BASED ON THE DOCUMENT STRUCTURE
RATHER THAN THE CUSTOMER.
TRANSPARENT TO THE USER: LEARNING
IS HAPPENING IN THE BACKGROUND.
1 2 3
10/4/2016 10/4/2016
11. Real-time metrics and data is conveniently displayed on the application
homepage: no more time wasting hunting down needed data.
Replace, reorganize, add,
remove or edit
DESIGN
as many dashboards,
views and reports as
you need
SHARE
with
colleagues
& stakeholders
100%
customizable
views, metrics &
charts
20Priority orders
to validate
SOLUTION HOME
DASHBOARDS: KEY INFORMATION AT-A-GLANCE
12. HANDLE EDI EXCEPTIONS
• User-friendly interface
• One platform for all orders
• Quick and easy
• Any CSR can do it!
EDI ORDERS CHALLENGES
• Mismatches on prices, SKUs, etc.
• Manual correction required
• Resource consuming
• Non-friendly interface
EDI ORDER EXCEPTION MANAGEMENT
Extracted data
Discrepancies
detected
Human-readable
EDI version
EDI flat file
14. ESKER ORDER PROCESSING AUTOMATION CUSTOMERS
• Boosted customer satisfaction by 7.5%
and employee satisfaction by 13%
• Achieved an order entry accuracy rate
of 99.6%+
• Reduced average order entry time
from 40 minutes to 1 minute
• Saved $5 million over 3 years by
not having to hire more CSRs after
acquisition
15. ONE PLATFORM. ANY PROCESS.
Pay
as-you-go
24/7
availability
SSAE 16, ISAE
3402 & Privacy
Shield compliance
HIPAA/HITECH
compliance
3 data
centers
Multitenant
platform
In general, Esker is used as a complementary solution among with other EDI products.
Sometimes, Esker will just create an EDI order, thus enabling EDI automation for fax, email and phone orders.
However, this has the drawback that there is no unique place where to find the orders, thus our idea to be able to read EDI orders and send them to the Esker Order Form.
EXCEPTION HANDLING
EDI exceptions handling is manual, very painful, requires extra staff to go over non-readable formats, etc.
With Esker: CSRs can correct and post EDI orders in a familiar interface, where they already validate fax and email orders
#5. Present Evidence that You Can Make the Story Come True
Several Verticals
Small and big
Paper-based processes have higher error rates
—Keying errors
—Matching errors
—Lost & misfiled documents—2-4% error rate
Duplicate Payments
—Typically .05 to .1% of expenses
—For each $100M in disbursements, $50-100K in duplicate payments!
Overpayment Errors
Late Payments
lost Early Payment Discounts—2/10 net 30—Over 35% annualized savings lost!
Le traitement des factures fournisseurs est un mal nécessaire. Or chaque règlement non enregistré, non autorisé, incorrect ou en doublon, chaque imputation de coût erronée, paiement en retard, remise perdue, fournisseur mécontent ou contrôle inexistant ne constitue pas une liste de problèmes, mais les symptômes d'un problème : celui d'un processus de traitement de factures inefficace.
Prenons le cas d'un règlement en retard. Le processus d'approbation est-il à l'origine de ce problème ? Les factures ont-elles été rangées dans une pile de documents et oubliées ? La saisie de la facture est-elle en cause ?
Vous ne pourrez répondre à cette question qu'après avoir analysé votre processus de gestion des factures fournisseurs.
Paper-based processes have higher error rates
—Keying errors
—Matching errors
—Lost & misfiled documents—2-4% error rate
Duplicate Payments
—Typically .05 to .1% of expenses
—For each $100M in disbursements, $50-100K in duplicate payments!
Overpayment Errors
Late Payments
lost Early Payment Discounts—2/10 net 30—Over 35% annualized savings lost!
Le traitement des factures fournisseurs est un mal nécessaire. Or chaque règlement non enregistré, non autorisé, incorrect ou en doublon, chaque imputation de coût erronée, paiement en retard, remise perdue, fournisseur mécontent ou contrôle inexistant ne constitue pas une liste de problèmes, mais les symptômes d'un problème : celui d'un processus de traitement de factures inefficace.
Prenons le cas d'un règlement en retard. Le processus d'approbation est-il à l'origine de ce problème ? Les factures ont-elles été rangées dans une pile de documents et oubliées ? La saisie de la facture est-elle en cause ?
Vous ne pourrez répondre à cette question qu'après avoir analysé votre processus de gestion des factures fournisseurs.
Paper-based processes have higher error rates
—Keying errors
—Matching errors
—Lost & misfiled documents—2-4% error rate
Duplicate Payments
—Typically .05 to .1% of expenses
—For each $100M in disbursements, $50-100K in duplicate payments!
Overpayment Errors
Late Payments
lost Early Payment Discounts—2/10 net 30—Over 35% annualized savings lost!
Le traitement des factures fournisseurs est un mal nécessaire. Or chaque règlement non enregistré, non autorisé, incorrect ou en doublon, chaque imputation de coût erronée, paiement en retard, remise perdue, fournisseur mécontent ou contrôle inexistant ne constitue pas une liste de problèmes, mais les symptômes d'un problème : celui d'un processus de traitement de factures inefficace.
Prenons le cas d'un règlement en retard. Le processus d'approbation est-il à l'origine de ce problème ? Les factures ont-elles été rangées dans une pile de documents et oubliées ? La saisie de la facture est-elle en cause ?
Vous ne pourrez répondre à cette question qu'après avoir analysé votre processus de gestion des factures fournisseurs.
