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DPM multi channel-case-study


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What is multichannel and how can it benefit an organisation?

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DPM multi channel-case-study

  1. 1. FACT SHEET: MULTICHANNEL BACKGROUND DOCUMENTS AT A TIME AND PLACE The Food Company supplies food products to supermarket chains, wholesalers and small businesses, distributing its products via three different companies within its Group. Electronic invoices were generated via EDI for the larger supermarket chains only. Invoices, credit notes, consolidated invoices and statements for all other customers were printed in- house on 3 part pre-printed stationery using legacy dot matrix printers. Invoices should have been mailed daily, however due to peaks in demand and availability of staff, documents were often late. In addition, invoices were often printed for the same customer on the same day but mailed in separate envelopes. Credit notes were also posted separately. The mainframe computer system was not user-friendly so the credit control department had to access paper file copies of documents to answer queries. The Group generated over 250,000 documents per year, many of which had multiple pages. Sometimes the wrong invoices were sent to the wrong customer meaning that customer saw competitor’s prices and discount terms, resulting in costly discussions and re-negotiations. CASE STUDY LEADING UK FOOD MANUFACTURER
  2. 2. FACT SHEET: MULTICHANNEL COST ISSUES CHOICE IS KEY There were a number of cost inefficiencies, which were all improved with the outsource solution: 1. The on-going cost of running out of date equipment 2. Staff time cost of manually handling a process that is faster by machine 3. Posting invoices in separate envelopes when they could be combined into one 4. Continuous stationery can only fit a few line entries meaning more paper was required for printing 5. Late sending of invoices led to late payment of invoices 6. Staff time was wasted working off paper file copies 7. All documents were sent in the post when many customers would accept an electronic invoice THE OUTSOURCING REQUIREMENT CHOICE IS KEY The Food Company looked to outsourcing hoping to speed up the invoicing process; with less error; whilst reducing the overall costs. They ultimately expected an improvement in cash flow as a result of invoices being mailed on time and credit control having an effective tool to use for dealing with queries. For the future, they wanted a robust and secure method of delivering an electronic billing solution to some of their customers currently not utilising. OUR SOLUTION DATA PREPARATION A custom data preparation programme was written to combine the different files for the various documents from the three companies and then sort by type of document and mailing addresses.
  3. 3. FACT SHEET: MULTICHANNEL Stationery types are identified by a pre-printed barcode in the window position on the letter and the individual document by a small 2D data barcode. Multiple pages are identified with OMR marks printed on the documents to ensure the right documents are inserted with the relevant continuation pages. Flags are included in the data file supplied, indicating how each record should be processed. For example: 01 - Print and mail 02 - Email with PDF attached 03 - Email to advise that documents are available in the web for viewing and printing Additional logic is in place to divert documents such as nil balances, inter-company invoices, credit notes over a certain value and so on. The documents are still printed but couriered or posted back. PRINT AND MAIL All documents are printed using Xerox laser printers, pulling the stationery “on the fly”, saving set up and printing time. Inserting equipment is fitted with cameras to scan the first page of each document through the window of the envelope, checking documents are printed on the right letterhead; there are no missing documents and the right documents are inserted into the correct envelope. Multiple page documents and combined documents for one address are inserted together - resulting in significant saving of mailing costs. CREDIT CONTROL COPIES AND ARCHIVES PDF copies of all documents from each print run and non-printed EDI documents are uploaded to a dedicated Webcare site branded to the customer. Credit Controllers and Managers at The Food Company are now able to log on to the site and view their customer’s billing documents. At the end of each month, a copy of the previous month’s documents is saved to a CD to be kept by the company as an archive copy – a method approved by the Inland Revenue.
  4. 4. ELECTRONIC BILLING SYSTEM (EBS) The Webcare system is also used as the vehicle to communicate billing documents electronically. The Food Company’s customers have the facility to register online and decide how they wish to receive their documents in the future. When data is uploaded to the web, the system automatically sends off emails to the selected users, who can then log on to view and print their specific billing documents. It is also possible for users to download document data directly from the Webcare site in a CSV or Excel format and then into their own ledger system - so removing the need to print anything on paper at all. Why Digital Print Management? Data security and document accuracy are at the core of everything we do. The UK production facility is C&CCC accredited and approved to ISO27001 standard and manufacturing is fulfilled for many leading retailers, charities and financial institutions worldwide. LET'S TALK t: +44 (0) 1234 271156 e: