Boosting Employee Productivity with Order Automation

Download this case study to learn how ERIKS Seals shifted their CSR team away from manually keying orders and created space for tasks like in-depth customer service.

Conexiom
Conexiom
Background Originally founded in 1940 in the Netherlands, ERIKS has grown to become a leading international supplier of high quality mechanical engineering components, technical services, and efficient logistics. The US division, ERIKS Seals and Plastics, provides solutions for seals, engineered plastics, and bearings for demanding applications. Based out of Texas, they serve a wide range of industries including heavy equipment, oil and gas, pharmaceutical, power, semiconductor, transport, water, food and beverage, and consumer products. In order to effectively meet the needs of their diverse customer base, ERIKS Seals offers an impressive portfolio of quality products combined with development services. To manage their massive inventory and extensive internal resources, they turned to Epicor® Prelude™. It enables unparalleled information exchange between departments and instant visibility into business operations. This streamlining created heightened synergy and more efficient operations, while also emphasizing the need to improve order processing. Challenges Need to Improve Workflow More than 90% of customer purchase orders were received via phone, fax or email. Once a purchase order arrived in this manner, it needed to be manually entered by one of the Customer Service Representatives (CSRs). As a busy supplier, ERIKS Seals received an incredible volume of orders daily, including large, complex orders with many line items that each needed to be manually keyed. Not only did this process demand valuable employee time, but it created the problem of dual entry, which in turn, slowed processing speeds considerably. Need to Reduce Keying Errors Each step in the transition process from purchase order to sales order created an opportunity for natural human error. From difficulties understanding customer part specifications and quantities to keying and pricing errors, mistakes began to add up over time. Finding a solution to standardize ordering and minimize dual entry would easily reduce errors by 50% or more, while ensuring customers received the right parts every time. Key Results • Increased rate of order processing • Reduced order entry errors • Reassigned CSRs to customer service • Accelerated order cycle times The Solution Excited to find a solution to improving productivity around order entry, ERIKS Seals decided to implement Conexiom® Sales Order Automation. The goal was to automate order entry so that the CSR team could shift their focus away from entering data to other important business priorities, such as serving customers. “We wanted a solution that would leverage our existing team and workflow, but would not disrupt our customers’ existing processes,” explained Eric Cuellar, Manager of Administrative Logistics. ERIKS Seals selected 10 customers for their initial pilot. Conexiom captures computer-generated purchase orders and automatically transforms them into electronic sales orders. Immediately this solved the problem of dual entry without requiring any changes to existing business processes or specialized IT infrastructure. “We could see Conexiom was incredibly responsive during set-up, testing, and the move to production,” shared Cuellar. Once up and running, the benefits were instantly visible to ERIKS Seals, both in terms of cost reductions and business value. Benefits Boost Employee Productivity After implementing Conexiom, ERIKS Seals noticed an immediate improvement in employee productivity. Since the CSRs were no longer burdened with dual entry for their larger customers, the Boosting Employee Productivity with Order Automation ERIKS Seals and Plastics  866-860-3388  info@conexiom.com speed of order processing accelerated dramatically. A big business win for ERIKS Seals was the ability to increase the number of orders processed daily without needing to add extra staff. The CSR team was able to handle even more accounts than before. Reduce Order Entry Errors Thanks to Conexiom’s ability to capture data with 100% accuracy, ERIKS Seals enjoyed the confidence that orders were captured correctly every time. Not only did their customers appreciate receiving the correct items every time, but the CSR team found themselves spending less time processing rush re-orders, which boosted productivity further while saving the company money. Increase Focus on Customer Service As ERIKS Seals began to enrol additional customers in Conexiom, they noticed a big reduction in the amount of time it took to process orders, which accelerated order cycle times substantially. Being able to process orders automatically left the CSR team with free time despite handling increased volumes. “Since installing Conexiom, we’ve shifted our CSR team away from manually keying orders and created space for other tasks, like in-depth customer service. It’s the biggest business advantage by far,” shared Cuellar. The results have been impressive and the value of Conexiom has impressed ERIKS Seals. “We’re extremely happy with Conexiom. The solution is reliable and it works well,” concludes Cuellar. About Conexiom Conexiom® allows manufacturers and distributors to focus on serving customers and managing supplier relationships instead of entering data. The patent-pending Conexiom solution was created by ecmarket, a cloud solutions developer. Conexiom revolutionizes critical sales and accounting business practices by automating manual entry with 100% accuracy. Conexiom effortlessly converts emailed and printed customer purchase orders and supplier invoices into automated sales orders and invoices, enabling companies to focus on driving growth. Conexiom helps organizations across the globe maintain a competitive edge. For more information visit conexiom.com “Since installing Conexiom, we’ve shifted our CSR team away from manually keying orders and created space for other tasks, like in-depth customer service. It’s the biggest business advantage by far.” Eric Cuellar, Manager of Administrative Logistics at ERIKS Seals