“Touchless” Is a Touchy Subject When It Comes to Order Processing

touchless-order-processingIf you’re anything like me, you’d prefer things get done as quickly and easily as possible —avoiding any pain and time-consuming issues along the way. A magic wand of sorts, to just get things done perfectly. For a lot of companies, they think the order processing equivalent of this magic wand is “touchless” order processing, or Lights Out Order Processing (LOOP), as some call it.

I get the appeal. Orders come into your organization by fax, email, EDI, etc., the magic wand is waved and they end up in your ERP/business system magically without anyone having to so much as look at the order, let alone manually key in the order data. Sounds wonderful…except as with most things that sound too good to be true, “touchless” order processing can often cause some serious headaches.

The Issue with “Touchless” Order Processing

For one thing, the expectation is that every single order in every single format from every single customer is going to be captured with 100% accuracy, every single time — which is really what you need in a “touchless” order processing environment. And assuming that doesn’t happen, then what? Then orders get shipped out incorrectly, customers get mad, you have to spend a lot of time on the backend fixing mistakes, restocking, reshipping, and at the end of the day, you still have to correct the order.

The Solution: Click-and-Go Order Processing

A much more realistic approach to processing your sales orders is a perfect compromise that falls between manual data entry and “touchless” processing: click-and-go processing. With this approach, orders come into your organization, but this time you get the chance to review and validate the order data before it hits your ERP/business system, without entering any data unless you find you need to. A quick glance to review, a click to approve and the order is created correctly in your ERP/business system – which has a much better end result.

You don’t have to take it from me. Check out how one of our customers, MEDRAD, was able to reduce order processing time from 8 minutes per order to 1.35 minutes: MEDRAD: Creating a Paperless Environment for Order Processing

Kasey Schmitz

Kasey is a Senior Marketing Manager at Esker, and oversees Esker's lead generation, demand generation and database teams.

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