Case Study of CONTACT in use at Fronterra

1. Fonterra Saves Over $830,000 Per Annum With
CONTACT Automated Order Processing
Summary Case Study
Each week, Fonterra Brands New Zealand received 17,500 phone and fax orders from Customer:
Fonterra Consumer
supermarkets, shops and other food outlets for its well-known range of consumer dairy
Brands
products. These often complex orders arrived via two fax machines which were also used
by other departments; 30 customer service staff worked long hours to manually enter the industry:
orders for fulfilment by the following day. Faxes were lost; there were mistakes in the FMCG
140,000 separate orders which required manual key-in each week; and there was no way
Datasquirt Solution:
to track or check order status. CONTACT efax and
Fonterra moved from this chaotic and unreliable paper-based system to Datasquirt’s Automated Order
Processing
CONTACT management solution. Now, each incoming fax is immediately converted to a
PDF format, scanned using OCR technology, automatically passed through for processing
and archived into a searchable database. Orders are easily managed and tracked and no
longer get lost and operator errors have been near eliminated.
More than 85% of orders are processed automatically; the remaining 15% are flagged due
to inaccurate order details. By using CONTACT to manage incoming orders, Fonterra has
greatly improved the reliability of the ordering process by nearly 53% and has enabled
roi
Fonterra to reduce its call centre from 30 to just 19 seats. Overall, CONTACT has reduced
overheads by more than 15%, resulting in a cost savings of more than $830,000, with a » reduced
overheads by
projected savings of more than $5.4 million in the initial 5 years.
15%, with a
cost saving of
Situation $830,000 in the
Fonterra turned to Datasquirt to solve the following business issues: first year
z inefficient order processing. Order taking was a manual, paper-based process, with » 53% reduction
17,500 weekly orders arriving on two fax machines. in errors and
associated credits
z Staff burdens. Fonterra’s 30 call centre staff manually keyed-in 140,000 separate
orders each week; and worked long hours to process orders for next-day fulfilment. » 85% of orders
now processed
automatically
Datasquirt Solution
Fonterra turned to Datasquirt to improve order processing with:
z ContaCt efax. A digital solution which receives fax orders; immediately turns each
order into a PDF; runs OCR scan; delivers it for processing; and archives it.
Benefits
Fonterra experienced immediate ROI from the CONTACT solution: “Within a year, ContaCt reduced
overheads by more than 15%,
z Decreased agent time. CONTACT immediately automated 85% and cost savings of more than
of incoming orders and enabled Fonterra to reduce its call centre
$830,000. automated order
staff by 37%.
processing has also reduced errors
z improved reliability. Fonterra reduced errors and associated
and associated credits by nearly
credits by nearly 53%
53%.”
z reduced Costs. CONTACT reduced overheads by 15%, resulting in
Jessica Seamark, national Customer Services manager
a cost savings in the initial year of more than $830,000.
Fonterra Brands
For more inFormation:
UK +44-20-30068280 NZ 0800 3282 771 Australia +61-2-9956-3877
Email sales@datasquirt.com Web www.datasquirt.com

2. CASE STUDIES
Case Study Sector ROI/Success Story
Wokingham Borough Council Government/Local Authority Wokingham Borough Council saves
thousands and improves communications
with CONTACT
Northwards Housing Association Government/Local Authority Improved debt management
Local Authority of a Major City Public Sector/City Council 42% response rate from tenants to pay
or make arrangements. Savings of £3
per customer contact. Improved debt
collection at a 50% lower cost
Snap-on Tools Manufacturing/Distribution Generated 3,600 orders and £230,000 in
new sales in the first five months via SMS,
without sales or contact centre agents
Glasses Direct Online Retailer/Consumer Reduced email response times from one
Goods week to eight hours
Worldwide Sports Travel Entertainment/eCommerce Increased repeat customer sales by more
than 30%
ADT Tyco Security Faster response times and improved
guard safety.
Fonterra FMCG Reduced overheads by 15%, resulting in
cost savings of more than $830,000 in
first year. Nearly 53% reduction in errors
and associated credits
Leading UK High Street Bank Banking/Financial Services Reduced agent resource by more than
50%
International Parcel Delivery Transport/Logistics Improved customer service and email
Company response time by 500%
UK Trade Union Education Guaranteed immediate delivery of
marketing communications to 20,000
members
Global Provider of Resort Travel and Leisure Improved customer satisfaction survey
Timeshares completion rate by 20% and reduced cost
per call by $3.50
Contact Datasquirt today to find out how CONTACT™ can help you better communicate with your customers and/or field
staff, using SMS, email, fax and web-chat.
Datasquirt (ASX:DSQ) supplies CONTACT™, a leading online, multi-channel, non-voice, communication and business optimisation
solution. Datasquirt is headquartered in Auckland, New Zealand, with sales offices in Sydney, London, New York and Düsseldorf.
Datasquirt™ and CONTACT™ are trademarks of Datasquirt Limited. All other brand or product names are trademarks or registered
trademarks of their respective holder(s).
For more inFormation:
UK +44-20-30068280 NZ 0800 3282 771 Australia +61-2-9956-3877
Email sales@datasquirt.com Web www.datasquirt.com
SMS Email Fax Web-chat