Published on February 20, 2014
Order automation: dealing with the diversity of formats and process in customer orders OmPrompt 2014 Public
The cost of human intervention in order processing • Suppliers of consumer goods need to process customer orders in a wide range of formats • Only 30-70% are automated • The rest require hands-on intervention • At a cost of up to $75 per transaction Public
Order administration diverts valueadding resource Key personnel are diverted from the front office, which: • impacts customer service • reduces opportunities to add value • forces individuals to employ remedial action only they understand • degrades their commercial skills • increases opportunity for introducing errors • is demotivating for customer-facing staff Public
Underlying issues in order processing are not visible to senior management Increasing headcount or the wholesale offshoring of order processing does nothing to fix the diversity issue: • • • • • Public the process and technology gaps remain error rates are likely to increase management overhead is likely to increase operating expenditure is likely to increase front-office staff will still perform workarounds
Customer automation management If you’d like to learn more about the superior customer service that can be achieved through transactional excellence, please download this white paper and fact sheet on order automation. Thank you. Public
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