Customer Story
INCREASING ACCURACY AND ELIMINATING MANUAL PROCESSES WITH ESKER’S ORDER MANAGEMENT SOLUTION
- SAVED 3 MINUTESOF PROCESSING TIME PER ORDER
- IMPROVEDCUSTOMER RELATIONSHIPS WITH AUTOMATED ORDER CONFIRMATIONS
- INCREASEDACCURACY WITH AI-SUPPORTED DATA CAPTURE & MACHINE LEARNING
Headquartered in Japan, MISUMI South East Asia was established in Singapore in 1994 and has expanded rapidly over the years. MISUMI is a one-stop manufacturing solution provider and distributor of standard components for factory automation, press die and plastic molds. In addition to components for production equipment, MISUMI’s range has expanded into electronics, tools as well as maintenance and repair and operations (MRO) consumables.
Key Objectives
- Eliminate time consuming, manual processes
- Increase order accuracy rates
- Speed up processing time
- Achieve end-to-end visibility over orders
- Integrate order management automation with ERP
Challenges: Manual data entry slows the pace of order processing
Delivering its over 10 million products to Singapore, Malaysia, the Philippines, Australia, New Zealand and the Middle East region, MISUMI processes 12,000 orders every year. These orders were handled manually, which resulted in errors and valuable time being eaten up by manually exporting and importing orders into the Zetta ERP.
Solution: Eliminating manual tasks with seamless ERP integration
MISUMI serves distributors and direct customers in the entire Asia-Pacific region. With so many different channels and countries served, the company sought a solution that could reduce manual processes and help them save time in order processing.
A critical requirement for MISUMI was a solution that would be able to integrate with its ERP, as the team was manually uploading CSV files into the system. Esker’s Order Management solution is able to tackle exactly this matter by automatically uploading the orders into the ERP, which frees up the Customer Service team to focus on higher-value tasks.
The easy integration with our backend ERP helped tremendously, as we no longer need to upload CSV files manually anymore. This significantly reduced errors.”
Results: Increased order accuracy rates result in significant time saving
Ever since MISUMI implemented Esker’s Order Management solution, the Customer Service team can work more efficiently while obtaining 100% visibility over the order status, from start to finish.
The incoming orders, no matter if they arrive by email or hardcopy, pass through a validation process using Esker Synergy AI for automated data extraction. The Customer Service Representative can track the accuracy of the information and then process the order, which gets imported into the ERP automatically.
Once the order is confirmed, Esker’s Order Management solution sends the order confirmation to the customer, giving them visibility over their order status.
The relationships with our customers improved, as we were able to make things easier for them with automated order confirmations.
Esker’s Order Management solution eliminated manual processes and reduced error rates significantly, which enabled us to focus on higher-value tasks.
Highlights
- Faster order processing, freeing up CSRs to spend more time on higher-value tasks
- Increased accuracy with AI-supported data capture & machine learning
- Improved customer relationships with automated order confirmations
- Decreased errors due to automated ERP synchronisation
- Saved 3 minutes of processing time per order
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