Esker is a global leader in document process automation solutions. Their order processing automation solution has enabled Frit Ravich to process orders faster and optimize its customer service.
Frit Ravich receives more than 130,000 monthly orders, 88 percent of which come directly from its sales force and 12 percent from its customers. Order processing was very time-consuming and error-prone due to high volumes, multiple reception formats and complex documents (e.g., references, units of measure, addresses, etc.).
Eight of Frit Ravich’s 16 customer service representatives (CSRs) had to manually correct data before inputting the order into its SAP system. Each order required an average of two manual changes, resulting in an average of three minutes before system integration.
Today, Frit Ravich processes 2,600 monthly orders through Esker. Forty-four percent of those orders are processed without any manual intervention; of the remaining orders, 75 percent require only one modification.
Thanks to its recognition technology and machine learning, Esker’s solution saves the specifics of the first order placed by each customer (e.g., format, units of measurement, addresses, etc.), which improves reliability and considerably accelerates the processing of future orders.
Real-time information and dashboards
Orders are organized by deadline and each CSR manager can see orders that need to be processed at any time. Additionally, CSRs can view a variety of indicators and reports on the dashboards — the time it takes to process an order, the number of archived orders, pending orders, etc. — giving them detailed, real-time visibility over the department in order to identify priority areas for improvement.
“Frit Ravich has always been focused on developing a customer and service-oriented business,” said Cristina Campeny, head of sales and customer service at Frit Ravich. “This is why we are a pioneer in the use of the latest technologies on the cutting-edge of innovation. Shortly after solution implementation, Esker was already automating more than half our orders received by email and has allowed us to free-up time for two CSRs. Our CSRs are now more efficient which enables them to spend more time on tasks of higher-value for both our customers and company.”