Order Management Automation

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Why automate with Esker’s Order Management Software?

Order management bottlenecks pose a serious threat to productivity, customer experience and your company’s overall success. Fortunately, Esker’s AI-driven automated order management system enables users to digitally process and track any order, in any channel or format, through one intuitive cloud-based interface.

  • Faster order fulfillment

    AI technology optimises staff productivity while ensuring the right order gets to the right customer at the right time.

  • Data-driven decision making

    Overseeing order management is easy thanks to real-time access to KPIs, performance trends, items analytics & more.

  • Improved customer experience

    Be the company customers trust — one that’s transparent & proactive, meets SLAs, & offers self-service tools.

 

“Accelerating order entry has allowed more time for order follow-up activities, which provide real value to customers and more fulfillment for our team.″

Marcela Castillo Ugald, Regional Business Process Owner

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Tools to fuel your digital transformation

Esker’s no stranger to the automated order management game. In fact, we’ve been leading the way for decades, providing our customers with innovative and intuitive tools to fuel digital transformation and positive-sum growth such as:

Using a mix of machine learning and Natural Language Processing (NLP) technologies, Esker Synergy AI captures key order information from any order, whether structured XML or EDI documents, semi-structured PDF files or unstructured free-text email bodies, increasing recognition rate as the solution automatically learns.

Esker Synergy also verifies the extracted data against ERP reference data and detects potential quantity anomalies by leveraging historical data, ensuring orders are processed faster and with fewer errors.

Using AI-driven classification, orders received in the Customer Service shared inbox are automatically identified and categorised as either standard, change or return orders.

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Deliver a B2C-style shopping journey for your B2B customers, featuring an intuitive ecommerce portal. From order placing to real-time updates on order status and carrier shipment, customers enjoy complete transparency.

For customers that need to place orders from their procurement application, the ecommerce catalog can be accessed using the punchout integration standard. Both customers and sales reps acting on behalf of their customers can place and track their orders through the Esker Anywhere™ mobile app, enjoying the convenience of managing tasks from their mobile device while on the go.

Bring new levels of efficiency when onboarding and maintaining EDI customers. Centralise all orders in one location, ensure global order visibility and appy the same business rules across all formats and channels. Easily onboard new EDI customers or complement an existing EDI infrastructure thanks to a human-readable version of the order. As a results, CSRs can manage EDI orders in full autonomy on the same platform as the non-EDI orders.

Reduce the time spent managing EDI exceptions, clarify orders directly with customers via tracked email conversations and benefit from machine learning technologies that automatically improve automation rates over time.

Thanks to its Connectivity Suite, Esker supports any ERP when automating the order management process. The solution includes built-in connectors for SAP® and Oracle® EBS, featuring live connection via web services to check prices and availability before creating the orders in the ERP. The integration also allows your suppliers to deliver order confirmations and ship notices back from the ERP to customers.

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Clarify orders before fulfilling them via tracked conversations directly on the order. Collaborate with both your customers and co-workers via email or chat conversations initiated from the platform. Keep track of the entire conversation history associated with each order, promoting a customer-centric approach to communication.

Instant access to powerful analytics

You can’t improve what you can’t measure. Thanks to Esker’s customisable dashboards, customer service and supply chain leaders are always in the loop — even while on the go — thanks to powerful analytics never more than a click away.

Compliance concerns? Esker has you covered. A full audit trail of every touch point within order management is retained so that full transparency and accountability is ensured during the process of checks and validations.

Revitalise your team & strategies

Esker’s Order Management solution allows you to take the next step toward digital optimisation — transitioning from a data entry focus to one of real, actual customer service. By freeing up time for upselling, relationship-building and other value-added activities, your business benefits from the:

  • Elimination of order backlogs from one day to the next
  • Free up time for upselling and more strategic activities
  • Opportunity to provide meaningful work and career-pathing opportunities
  • Ability to attract and retain more Millennial and Gen Z workers

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See what our customers say on Gartner Peer Insights

Frequently asked questions

We’ve compiled answers to some of the most commonly asked questions about Esker’s Order Management solution. Have a question you can’t find the answer to? Reach out by clicking the “Get in Touch” button below.

What components does an order management software typically include?

An order management / processing software  typically includes:

  • Order Aggregation for pulling sales orders from various sources.
  • Order Processing and tracking from end to end.
  • Order Fulfilment to optimise back-end order orchestration.
  • Customer Management for enhancing customer service.
  • Reporting component for data-driven decision-making.

How does Order Management solutions increase employee productivity?

Traditional order management often involves CSRs spending their time on manual tasks (e.g., entering order data into the ERP, tracking down orders, printing and collecting documents, etc.). By automating order taking and centralising data, Esker Australia’s Order Management Software minimises the time required for manual data entry. information retrieval, and error rectification. This frees up CSRs and other team members to focus on cross-selling, upselling, problem solving, customer relationship building, etc. Additionally, automated order routing to the appropriate personnel enables more efficient handling from the beginning, improving responsiveness..

A case in point is how our Order Management software catalysed operational efficiency for MISUMI. Easy integration of Esker’s software with MISUMI’s ERP system eliminated labour-intensive data transfers. Automated data extraction enabled by Esker’s Synergy AI also streamlined the validation process, significantly minimising errors and expediting the overall order processing speed.

What advantages will I see with an Order Management solution?

Implementing an Order Management solution can bring about several significant advantages for your business, as exemplified by Heineken Spain's experience with Esker's AI-driven solution:

Faster Order Processing Times: With an Order Management solution in place, orders can be processed much more quickly and efficiently. In the case of Heineken Spain, Esker's solution automatically extracts order data from faxed and emailed orders, eliminating the need for manual data entry. This automation streamlines the process, reducing the time it takes to process every order.

Cost Savings: Automation in order processing typically leads to cost savings. By reducing manual data entry and the associated labour costs, businesses can allocate resources more effectively and reduce operational expenses.

Simplified IT Environment: Implementing a centralised Order Management system can simplify your IT environment. It allows for the consolidation of order-related data and processes, making it easier to manage and maintain.

Enhanced Visibility and Control: Esker’s Order Management solutions provide real-time visibility into the status of orders. For Heineken Spain, the platform's dashboard displays essential data metrics, giving customer service teams greater visibility into their workflow. This enhanced visibility helps in better monitoring, tracking, and managing orders, leading to improved control over the order fulfillment process. 

Improved Customer Satisfaction: Faster and more accurate order processing, as well as the ability to provide customers with real-time order status updates, contribute to enhanced customer satisfaction. Satisfied customers are more likely to return and recommend your business to others. 

Greater Collaboration: Esker’s Order Management solutions facilitates the collaboration between different teams within your organisation, such as sales, customer service, and inventory management. By centralising order-related data and communication, it becomes easier for teams to work together seamlessly.

Business Expansion: Streamlined order processing can lead to more business opportunities. When orders are processed quickly and accurately, it becomes easier to handle increased order volumes, explore new markets, and expand your customer base.

Global Security and Compliance: Esker’s Order Management solutions comes with built-in security and compliance features. This helps ensures that orders are processed securely and in compliance with relevant regulations, which is particularly important for businesses operating in multiple regions.

Ultimately, implementing an Order Management solution can result in operational efficiency, cost savings, improved customer satisfaction, and the potential for business growth. It also provides greater visibility and control over your order processing operations, ultimately contributing to your company's success. 

Does order management software integrate with all ERPs?

Yes! To date, Esker has over 70 unique ERP or home-grown solutions. Our ERP connectivity suite can automate a variety of complex business processes across different departments.

Does an order management solution replace my ERP system?

No! An Order Management solution is not designed to replace ERPs; rather, the solution works alongside whatever system or systems currently in place to fill in the manual gaps most conventional ERPs can’t handle. This helps orders get processed faster and more accurately, while also helping your company maximise its ERP investment.

You’re in good company. Explore some of the other companies and AP leaders that have benefited from automating their processes with Esker.
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