CASE STUDY: ORDER PROCESSING
175 DAYS SAVED PER YEAR
ROI IN 10 MONTHS
CUSTOMER RETENTION UP 12%
Proservartner worked alongside a leading fashion wholesaler based in the EMEA. The company had
over 3,000 orders each and everyday from a wide variety of different lines and labels. Our client had
established a ‘digital first’ approach five years ago and had seen around 70% of their orders now
coming from online and in an electronic format, which had saved significant time spent on back-end
processes. One processes which had not yet been streamlined was the cancelling of orders, which
needed to be done over the phone and manually updated into an ERP system.
The organisation had originally been worried that setting up an online method for returns would
significantly increase these, would cause more work for their team and decrease profits. They instead
found that a telephone system was frustrating their customers, was costing their team time and, was
also prone to error. Proservartner implemented a new online customer portal to allow customers to
cancel lines from their original order, however their existing legacy ERP system meant that automatic
integration of data was not feasible.
Proservartner delivered the online portal which enables customers to cancel lines on their orders, and
used RPA (Robotic Process Automation) to transfer this data to the ERP. RPA interacts with software
in the same way as a human, searching for the order in the ERP system, updating the operations
team and once completed sending a message back to the customer. Order lines can be cancelled
efficiently with no manual intervention. We implemented an unattended bot which was able to run
independently, 24 hours a day and 365 days a year.
With the new online platform, calls for cancellations fell by 70%, saving the 8 person team more than
175 days a of work each year. The faster service also lead to a higher satisfaction with customers and
saw retention rise by 12%. The organisation saw a return on their investment in 10 months.