Embed Size (px)
Citation preview
AMAZING ESKER LAUNCHES IN MEDICAL DEVICE MANUFACTURING4 ORDER PROCESSING AUTOMATION STORIESwith awe-inspiring results!
15M
INU
TE
READ TIME
AMAZING ESKER LAUNCHES IN MEDICAL DEVICE MANUFACTURING4 MEDRAD
Creating a paperless environment for order processing
RESPIRATORY DEVICE COMPANYBreathing new life into the order-to-cash cycle
BIOMÉRIEUX Leveraging order processing automation to manage growth without adding headcount
TERUMO MEDICAL CORPORATIONImproving order management efficiency and business scalability with cloud-based automation
1
2
3
4
MEDRAD: Creating a paperless environment for order processing
In the past, MEDRAD’s order processing operations were heavily reliant on paper. Esker has been a key part of the company’s overall strategy to eliminate paper faxes and archive documents electronically to reduce costs as well as the time associated with manually processing orders.
THE CHALLENGE
§ MEDRAD’s customer support team was processing 12,000+ sales orders per month via a heavily paper-oriented process.
§ Customer service representatives would manually input data from paper faxes and printed emails into the SAP® application.
§ Wanted a solution to eliminate paper faxes and be able to archive documents electronically to reduce costs as well as the time associated with people having to walk to fax machines, manually enter orders and file them.
WE SELECTED ESKER OVER
OTHER DOCUMENT DELIVERY SOLUTIONS
BECAUSE OF ITS EASE OF USE AND
THE SEAMLESS INTEGRATION WITH OUR EXISTING SAP INFRASTRUCTURE.
- TECHNICAL ANALYST
MEDRAD | 03
INDUSTRY: Medical Device Manufacturing COMPANY SIZE: 1,230 Employees
ERP: SAP
MEDRAD | 04
THE SOLUTION§ Esker’s Order Processing solution automated the
process and added validation steps for customer support representatives to verify the order via the web interface user form for accuracy.§ Approved orders are sent to MEDRAD’s SAP
application to create the orders.§ Data from fax orders is captured and automatically
populated for order confirmation, rather than manually entered.
THE RESULTS
With Esker, MEDRAD has:
§ Reduced order processing time from 8 minutes per order to 1.35 minutes.
§ Achieved order entry accuracy rate of 99.6%+.
§ Automated 72% of all incoming orders.
§ Improved customer satisfaction with quicker and more accurate order processing.
§ Gained visibility with access to archived documents and the ability to view orders within.
ESKER IS ENABLING THE CUSTOMER SERVICE DEPARTMENT TO WORK SMARTER, BETTER AND FASTER. WE’RE ABLE TO BE MORE RESPONSIVE TO OUR CUSTOMERS. IT’S BEEN A WONDERFUL TOOL. - DIRECTOR OF GLOBAL CUSTOMER SUPPORT
72%INCOMING
ORDERS
99.6%ACCURACY
RATE
AUTOMATED
72%INCOMING
ORDERS
99.6%ACCURACY
RATE
AUTOMATED
ABOUT MEDRADMEDRAD, Inc. develops, markets and services medical devices used to diagnose and treat disease. Its product offerings include fluid injection systems for radiology and cardiology, endovascular devices for the safe treatment of cardiovascular disease, magnetic resonance-compatible accessories and equipment services. The company’s world headquarters is near Pittsburgh, Pennsylvania, in the United States. MEDRAD is a business of Bayer Medical Care.
www.medrad.com
RESPIRATORY DEVICE COMPANY: Breathing new life into the order-to-cash cycle
As a leading developer, manufacturer and distributor of innovative devices for the global sleep and respiratory markets, the company provides solutions to help improve outcomes for patients, clinicians and healthcare providers. The company markets its products in more than 140 countries and employs thousands of associates worldwide. Its customers include hospital and home care providers, distributors and doctors’ offices.
THE CHALLENGE § Order processing
- Manually organizing, delivering, and keying into the SAP system as many as 700 incoming faxed sales orders per day.
- Annual costs of labor to perform tasks: approximately $100,000. - Annual costs of paper, toner and fax machine leasing: nearly $40,000. § Accounts receivable
- Staff spending up to 2 hours manually processing 1,700 customer invoices. - Associated hassles of physical mail, equipment maintenance, consumables and
associated expenses, printer malfunctions and reprinting.
WITH INCREASING DEMANDS FROM
CUSTOMERS FOR NEW
COMMUNICATION STANDARDS, WE
KNEW IT WAS TIME TO IMPLEMENT A MORE EFFICIENT
SYSTEM.- SENIOR TECHNICAL ARCHITECT
INDUSTRY: Medical Device Manufacturing COMPANY SIZE: 4,900 Employees
ERP: SAP
RESPIRATORY DEVICE COMPANY| 05
THE SOLUTION§ Order processing
- Implemented Esker’s Order Processing solution to automate inbound orders into the SAP system.
- Leveraged more advanced functionality of the Esker platform — including Dynamic Document Capture, database lookups and attaching to transactions in the SAP system.
§ Accounts receivable
- Implemented Esker’s Accounts Receivable solution to automate inbound orders into the SAP system.
THE RESULTS§ Order processing
- Faxed orders automatically captured and converted to SAP IDoc
- Total savings = $134,000 per year - 55% reduction of order processing costs - 60% reduction of order processing time - More than 130,000 pages of paper saved annually
§ Accounts receivable
- 2 days DSO reduction for annual savings of $230,137 - Nearly 50% reduction of cost per invoice - $91,000 annual FTE cost savings - $16,779 annual paper cost savings - $1,252,402 total annual savings
ESKER WAS THE ANSWER TO ALL OF OUR OUTBOUND AND INBOUND DOCUMENT PROCESSING CONCERNS. IT WAS THE CLEAR WINNER, HANDS DOWN. - SENIOR TECHNICAL ARCHITECT
RESPIRATORY DEVICE COMPANY | 06
BIOMÉRIEUX | 07
BIOMÉRIEUX: Leveraging order processing automation to manage growth without adding headcount
BioMérieux chose Esker’s SAP-certified automation solution to streamline its fax and email order processing, improving profitability and employee productivity in the process.
THE CHALLENGE
§ Manually processing 75,000 fax and email orders every year using Microsoft Outlook to manage the process.
§ Customer service representatives having to handle, sort, enter, route and store each order by hand.
§ The inability to quickly access documents when needed.
§ Complete lack of visibility and customer support throughout the procurement cycle.
ESKER WAS A GAME-CHANGER
FOR US — THE PRICE,
THE PRESENTATION, THE EXPERIENCE,
THE SAP-CERTIFICATION. IT
WAS DESIGNED EXACTLY FOR WHAT
WE NEEDED IT TO DO.
- SENIOR MANAGER FOR CUSTOMER SERVICE
INDUSTRY: Medical Device Manufacturing COMPANY SIZE: 7,860 Employees
ERP: SAP
THE SOLUTIONRather than add more staff to process its growing order volume, bioMérieux sought an automation solution that could easily be “plugged in” to its existing SAP environment.
The company looked into solutions through a number of vendors, but ultimately went with Esker after hearing about them from Esker customer, MEDRAD. “Esker was a game-changer for us — the price, the presentation, the experience, the SAP certification. It was designed exactly for what we needed it to do,” said the Senior Manager for Customer Service.
THE RESULTS§ Process efficiency: Average number of steps to process
a fax/email order was cut in half (from 8 steps to 4 steps).
§ Time savings: Average amount of time to process a fax/email order was reduced from 8 minutes to 2 minutes.
§ Cost savings: Saved $67,000 in last half of 2013 with anticipated savings of $173,000 in 2014.
§ Lean growth: Even with 3 temps leaving, Esker’s solution allowed bioMérieux to manage orders without adding staff.
§ Employee satisfaction: Order fulfillment team is now more satisfied with their jobs and feel more engaged.
§ Solution flexibility: Leveraged solution to go beyond order processing to automate service contracts.
I CAN ONLY COMPLIMENT WHAT THE ESKER TEAM HAS DONE. WE MET ALL OF OUR TIMELINES, WHICH IS SOMETHING THAT’S NEVER A GIVEN IN THE IT WORLD. - SENIOR MANAGER FOR CUSTOMER SERVICE
BIOMÉRIEUX | 08
ABOUT BIOMÉRIEUXAs a world leader in the field of in vitro diagnostics for over 50 years, bioMérieux provides solutions for improving patient health and ensuring consumer safety in more than 150 countries through 41 subsidiaries and a large network of distributors. BioMérieux is a subsidiary of Institut Mérieux, with world headquarters in Lyon, France, and American headquarters in Durham, North Carolina.
www.biomerieux-usa.com
50%FEWER STEPS
BEFOREAFTER
TERUMO: Improving order management efficiency and business scalability with cloud-based automation
Terumo Medical Corporation is processing customer orders 60% faster with Esker.
THE CHALLENGE
§ Lacking the appropriate system and staff to handle all incoming orders.
§ Receiving orders via email as a PDF which had to be manually cleared on a daily basis creating a number of issues for Terumo’s Customer Care team.
§ Many calls being dropped due to high fax traffic.
§ High level of backlog due to insufficient management resources.
ESKER‘S UPSIDE WAS TOO BIG TO
IGNORE — THE FUNTIONALITY COMPARED TO
THE OTHER PRODUCTS WE
HAD EXPERIENCE WORKING WITH
WAS NIGHT AND DAY.
- DIRECTOR OF CUSTOMER CARE AND ACCOUNTS RECEIVABLE
TERUMO | 09
INDUSTRY: Medical Device Manufacturing COMPANY SIZE: 19,260 Employees
ERP: JD Edwards
THE SOLUTIONUsing advanced automation functionalities and no predefined templates, Esker’s Order Processing automation solution takes the pain out of traditional order processing by removing virtually all manual touch points.
Esker automates the entire order management process — from reception of an order to its creation in the ERP system to electronic archiving — allowing companies to quickly process and track any order, regardless of format, with complete accuracy, visibility and efficiency.
THE RESULTS
§ Faster processing times. The time to process an order decreased by 60% by keeping the workflow electronic with Esker compared to manually processing the orders through the ERP system.
§ Better scalability and service. Even with the amount of inbound customer orders increasing year after year, workflow automation has allowed Terumo to maintain its current staffing levels while still freeing up time for its Customer Care team to focus on more customer-centric tasks.
§ Touchless processing. Terumo recently began leveraging Esker’s “touchless” process, having already taught rules for 575 different customer orders for which data entry is eliminated.
CONSIDERING THE TIMELINE WE GAVE ESKER, THE IMPLEMENTATION COULDN’T HAVE GONE ANY BETTER. THE PROFESSIONAL SERVICES TEAM GAVE US ALL THE TOOLS THAT WE NEEDED, AND WE WERE ABLE TO TWEAK THE SYSTEM ALONG THE WAY. - DIRECTOR OF CUSTOMER CARE AND ACCOUNTS RECEIVABLE
TERUMO | 10
Receive Extract Verify Manage Archive Analytics & Audit Trail
ABOUT TERUMOFor over 80 years, the name Terumo has been synonymous with high-quality, innovative medical devices. Starting as a manufacturer of clinical thermometers, Terumo Medical Corporation has grown into a worldwide leader in hollow-fiber technology, blood-management systems and endovascular therapy, with its medical products being used in more than 160 countries and generating over $3 billion in global annual sales.
Today, Terumo develops, manufactures, exports, imports, markets, distributes and sells a diverse portfolio of medical devices, supplies and accessories, and generates $280 million in annual sales. Terumo offers a wide range of products through its two business divisions: Terumo Interventional Systems and Terumo Medical Products.
www.terumomedical.com
Esker is a worldwide leader in cloud-based document process automation software.
Forward-thinking businesses use our solutions to automate accounts payable, order processing, accounts receivable, purchasing and more.
After 30 years of field experience, we have helped over 11,000 companies in their efforts to Quit Paper™ and streamline inbound and outbound communications.
Learn more online atwww.esker.com.
SHARE THIS eBOOKWorld Headquarters: Lyon, FranceU.S. Headquarters:
Madison, Wisconsin
We are Esker.WHEN YOU’RE READY TO LEARN MORE ...
White Paper:Order Processing Buyer’s Guide: 13 Questions for Maximizing Your Order Processing Automation Investment
Life Sciences eBook:Fostering Growth, Compliance & Innovation with Document Process Automation
Webinar on Demand:Building a World Class Customer Support Organization through People, Process, and Technology
Plus, be sure to check out the Esker Blog, your connection to everything newsworthy in the world of automation.
