ebook Health Co.: Overcoming the Challenges of Fax Orders to Drive Customer Satisfaction

Transcription

1 ebook Health Co.: Overcoming the Challenges of Fax Orders to Drive Customer Satisfaction

2 Health Co.: Overcoming the Challenges of Fax Orders to Drive Customer Satisfaction Table of contents About Health Co... 3 Highlights... 4 The Challenge... 5 The Solution... 6 Results... 7 Future Plans

3 This $10 billion global healthcare products company creates innovative medical solutions for better patient outcomes and delivers value through clinical leadership and excellence. The company manufactures, distributes and services a diverse range of industry-leading products including medical devices, imaging solutions, pharmaceutical products and medical supplies. With more than 40,000 employees worldwide, the company s products are sold in over 100 countries. 23

4 Healthcare Product Esker on Demand enables me to focus on running my department instead of configuring and maintaining servers. Highlights Software as a Service (SaaS) Converting fax orders into EDI for ERP integration Replacement of existing template-based solution Order prioritizing and routing to specific agents Processing multiple orders on one fax Visibility to identify specific faxes for order changes 4

5 The Challenge Because the orders were all manual, we had no visibility they might be in a stack on someone s desk. Needed to provide a quick turnaround time with an order confirmation Manual process was resource-intensive, error-prone, and detracted from the customer experience 40% of sales orders were printed and processed manually Solution offered by its EDI provider was templatebased OCR technology that was just as timeconsuming as the manual process Wanted flexibility to recognize priority orders or route to certain agents for special handling 5

6 The Solution The Esker technology is robust and we re seeing exactly the functionality we had hoped for. Each inbound fax order is now routed and processed into three queues for the company s different business units. Sales orders are automatically analyzed to extract relevant data (e.g., customer name, sales order number, PO total, etc.) as well as prioritized. Once data is validated, Esker automatically creates an X12 EDI file for secure delivery via AS/2 to the ERP application, and is then indexed. In a web validation interface, users can teach the system how to recognize the correct data for future orders. 6

7 We ve appreciated working with people who are so responsive and accountable, from project management to account management, and Esker s depth of expertise in order-tocash automation really sets them apart. Results 100% throughput with no templates needed 100% visibility of received and processed orders Quick response and control for new order formats A single process for handling fax orders with no risk of losing an order Immediate cost savings and the ability to costeffectively achieve a high level of automation Ability to recognize and prioritize special orders Higher percentage of touchless orders requiring no human intervention to process 7

8 We re looking at automating other processes to go completely paperless. Future Plans The company has identified future opportunities with Esker to enhance approval workflow as well as quoted technical items that are passed back and forth between several functions within the organization and external customers. 8

9 2012 Esker S.A. All rights reserved. Esker and the Esker logo are trademarks or registered trademarks of Esker S.A. in the U.S. and other countries. All other trademarks are the property of their respective owners.