Timely and cost optimized order processing
Automated order management process helps in the timely processing
of orders and quick mobilization of resources for delivery
Process
The client’s Back-office centre is responsible for processing orders from customers for various products. Purchase Orders are either received through sales persons or directly from customer. These are then entered into the order management system and processed according to priority. The process was very manual due to the varied formats in which the purchase orders are received from customers. Also each order also carried specific instructions against the order which include some additional product customization or shipping instructions.
Solution
The solution comprised a combination of technologies to ensure successful automation of the process. The first step was to apply Intelligent Character Recognition (ICR) to extract as much data as feasible from the purchase orders and define tags for the data extracted. After this, Natural Language Programming (NLP) was used to read the instructions field, and create meaningful action from the instructions. Lastly, Robotic Process Automation (RPA) was used to take this extracted data to update the systems and route the specific actions derived from the instructions to specific teams for completion.
Challenges Addressed
Multiple systems for different products
The order management system was standardized and different department functions had different software systems.
Manually intensive process
The process was low on automation and required manual intervention in most stages hence growth in business was depended on hiring more resources.
Seasonal of volume
Volumes are high during end of the month or quarter as the sales channels push orders to meet targets for the period.
Handoffs in the process increased error chances
Multiple handoffs between teams which was depended on the specific instructions by customers made the process prone to errors.
Outcome
- Cost savings of $0.5 million per annum on order processing.
- TAT met percentage improved by 8%.