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Process: Automation of Customer Support Process for PO handling
A global specialty chemicals company, EU
  • Sales
  • SAP/ERP Order entry
  • BOM
  • Accounts
  • Procurement
  • Quality
  • Role-based Dashboard
Tools Automated:
Technology Used:
Process description:
  • The Customer Support Process at OEC involved manually handling emails containing Purchase Order (PO) attachments sent by customers.
  • Customer support representatives had to download the PO attachment, manually extract the required information, and then proceed to create the sales order in SAP.
  • During the order creation, representatives had to handle various sub-routines to manage different "holds" that may arise.
  • Once the order was created, an acknowledgment was manually sent to the representative handling the pro
Objective:

To automate the Customer Support Process for handling POs to improve efficiency, accuracy, and speed up the order processing time.

Challenges:
  • Manually handling a large volume of POs and extracting the required information accurately.
  • Dealing with various sub-routines to manage different “holds” during order creation.
  • Ensuring a seamless and quick transition of information from email to SAP, and then back to the customer support representative.
Solution:

DTskill developed a Hyper Automation solution to:

  • Automatically download the PO attachment from the email and process it using pre-trained ML Classifiers and Extractors to obtain the required values.
  • Open SAP, create the sales order, and handle sub-routines to manage various “holds” autonomously.
  • Once the order is created, send an acknowledgement to the representative handling the process automatically.
Benefits:
  • Cut order processing time by about 70%, enabling faster customer response. 
  • Lowered manual errors in handling POs and sales orders, boosting accuracy. 
  • Allowed customer support to tackle complex queries and other valuable tasks. 
  • Process automation significantly enhanced operational efficiency and customer satisfaction.
Industries Applicable:
  • Manufacturing