Heinz speeds up customer response time and process orders

By Jenny Eagle

- Last updated on GMT

Heinz speeds up customer response time and process orders
Esker has partnered with Heinz Iberica to automate its order management process.

Esker’s Order Processing suite means the company can automate 22,500 annual orders in its SAP system, 44% of which are received by EDI (Electronic Data Interchange) while the rest are received by fax, email or paper.

Minimizing manual intervention

Heinz wanted to simplify and standardize its order management process by minimizing manual intervention as much as possible.

According to David Laso, director, Customer Service, Heinz Iberica, it has reallocated the time previously spent on its administrative process of order entry, allowing teams to focus on customer service and supply chain management.

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​,” he said.

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​.”

Heinz implemented Esker’s Order Processing in Spain in August 2015 for a limited number of customers. On the first day of operations, it automated 20% of its orders.

Processing of 80% of its fax and email orders

Since then, it has automated the processing of 80% of its fax and email orders, totaling over 1,000 orders per month.

Advantages of automated order processing include: decreased processing time due to intelligent data capture technology; orders saved directly in the SAP system; electronic order archiving providing increased visibility and control; dashboards containing Key Performance Indicators (KPIs) and customizable reports.

Founded in 1985, Esker operates in North America, Latin America, Europe and Asia Pacific with global headquarters in Lyon, France and Wisconsin in the US.

It offers cloud-based document process automation software to automate accounts payable, order processing, accounts receivable, purchasing and generated €58.5m total sales revenue last year.

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