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CASE STUDY: ORDER PROCESSING

OVERVIEW

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.

CHALLENGES

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.

WE DELIVERED

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.

OUR RESULTS

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.

175 DAYS SAVED PER YEAR

ROI IN 10 MONTHS

CUSTOMER RETENTION UP 12%