The company faced highly variable order to cash demand, with surges every quarter-end. They possessed a manual order to cash process involving 50 full time staff (FTEs) performing more than 16 validations against quotes in their ERP. Backlogs were inevitable, even with seasonal staff.
The company tried digitization, but found the intelligent OCR solution they selected had higher set-up costs than expected. It also required manual creation of customer order form templates, that delivered inconsistent results. Troubleshooting became a burden, and impacted the delivery of the outstanding customer support that the company is known for. Download the case study to find out their solution:
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