Orders are now being processed five times faster thanks to automation
MIDDLETON, Wis. — February 13, 2018 — Esker, a worldwide leader in document process automation solutions and pioneer in cloud computing, today announced it is working with HEINEKEN Spain, the leading developer and marketer of premium beer and cider brands including Heineken®, Cruzcampo, Amstel and Buckler, to automate its order management process. HEINEKEN was looking to improve customer response times, reduce manual handling of errors and increase visibility over orders received via all channels.
Within a few months of implementing Esker’s Order Processing automation solution, HEINEKEN was able to significantly accelerate its order management process by reducing the average time to process an order from 170 to 30 seconds (five times faster).
HEINEKEN receives an annual volume of more than 40,000 orders via fax and email. Thanks to Esker’s machine-learning capabilities and intelligent image-recognition technology, HEINEKEN’s Customer Service Representatives (CSRs) are able to process orders without any human intervention. After just three months of solution implementation, over 50 percent of orders were fully automated without needing user validation. Today, 74 percent of orders are validated with no changes required.