- 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
