Gary Neights – Customer Management “Order Automation Pays”
•
2 likes•436 views
The document discusses order automation solutions from Elemica that: - Reduce errors and improve customer service through touchless order processing. - Free up time for more important tasks by automating routine transactions. - Provide different automation options like QuickLink Email, ERP, and FORM to address the needs of different customer segments along the order volume spectrum from high to low volume.
Recommended
More Related Content
What's hot
What's hot (19)
Similar to Gary Neights – Customer Management “Order Automation Pays”
Similar to Gary Neights – Customer Management “Order Automation Pays” (20)
More from Elemica
More from Elemica (20)
Recently uploaded
Recently uploaded (20)
Gary Neights – Customer Management “Order Automation Pays”
- 1. Order Automation Pays Customer Management Breakout Session – inSIGHT 2013 Presented by Gary Neights
- 2. Elemica’s Customer Management Suite Touch-less order processing Increase the “perfect order” percentage Improved supply chain reliability Reduces errors Improved customer service Faster invoice payments
- 3. Agenda Elemica Insights on Customer Management – Direct research • Surveys and user group • CCSMG (business chapter of ICSA) – Secondary research (Gartner, Aberdeen) Solution Updates – QuickLink Email and FORM – Delivery Forecast – Vendor Managed Inventory
- 4. People Value Automation Holiday, sick days, and training coverage is easier with standard, automated processes. Protects our business. Servicing more customers, more efficiently keeps us strong and profitable. Frees up time for the important tasks like … • Product availability and allocation • Order growth and contract consumption analysis • Exchanges, swaps, tolls, and transportation • Maintaining customer data Fewer orders miss cutoff times when they flow into automated work processes. How do I automate all my customers?
- 5. Automation impacts different people in different ways… Automation solves issues with incorrect product identifiers, getting orders inside cutoff times, and high fulfillment costs in our specialty business. Elemica has solved the problem of smaller customers ordering with the wrong unit of measure. My business sells commodity products. Automation fixes issues related to shipping the right product to the correct location on the right date. This results in 30% order cycle time improvements, 8-9% improvement in on-time delivery and fill rates, and 75% fewer order entry errors.
- 6. Best practices to get there Process Design • Automate the routine: – Transactions (order, invoices) • Standard instructions to CMIR – 24x7 portals • Status, trace, and reports • Free up brain power – Customer inquiries / training – Expedite special instructions – Exceptions / complex orders – Customer insight / relations Process Enablement • People – Management buy-in & budget – Staff motivation and skill set • Process – Automate transactions – People manage master data – When to involve people • ATP Accuracy • Technology – Right tools for the job – Data integrity
- 8. The Elemica Supply Chain Operating Network Analytics Universal Business Concepts BI Applications Universal Business Concepts RulesApps Social UI Discovery Onboarding Collaboration Apply the Right Process Derive Insight Document Stream Document Stream Enterprise Systems of Record Enterprise Systems of Record Universal Business Concepts Network Master Data ManagementConnectivity Network Speak the Same Language Automation Value $ Process Enablement $$ Market Insight $$$
- 9. Elemica Research on Order Automation Value Lower error correction costs – Data keying – Paper handling – Convert/ correct data Improve agility in operations – Less overtime & rush shipments – Faster Payment Better data quality – Bad data costs you money – Better analytics By automating customer and purchase orders, you can… 80% Total Cost Reduction 9
- 10. Customer Management Design Concept • Customers manage their business process in their system • Customer service manage their business process in their system • Elemica ‘standardizes and harmonizes’ the disparate processes • Internal IT focused on uptime, data accuracy, and process optimization 10 EDI/XML Orders Complexity ERP Process- able Orders Your Customers Your Systems Single Channel to Manage QuickLink
- 11. Simplify and Standardize Elemica Products Customer Sends Seller Receives ElectronicOrders ElectronicChanges EmailOrders PrintOrders YearsOrdersinExcel InventoryLevels Demand DeliveryReceipt ShipmentStatus DeliverySchedules ElectronicOrders ElectronicChange Ordersqueued Sales Order Management ✔ ✔ ✔ ✔ ✔ ✔ Repeat Order Entry ✔ ✔ ✔ Vendor Managed Inventory ✔ OP OP OP ✔ ✔ Rail Car Fulfillment ✔ ✔ ✔ Delivery Forecast ✔ ✔ ✔ ✔ 11 Variation and Complexity Simplicity OP = optional
- 13. Today: QuickLink ERP and Email Customer population Order Volume QuickLink™ Email • Customer emails customer format. • Non-structured data. • Little customer data sync. QuickLink™ ERP. • Customer B2B. • Standard formats (x12, etc). • Code values (product ID, etc). • Data synch. Typical Order Curve
- 14. QuickLink Email QuickBooks, SAGE, Excel, Word, SAP, etc. Email Orders Email Confirmations 1 3 Buyer’s Systems Seller’s System Automatic Integration 2 Automates customer’s email orders with 100% accuracy. Customer needs no IT infrastructure other than email. Non-structured data to structured Error detection and alerting Cross-reference and logic
- 15. QuickLink Email Statistics Period: June 2011 to May 2013. Customers >1000
- 16. Addressing the Long Tail Customer population Order Volume QuickLink™ Email • Customer emails customer format. • Non-structured data. • Little customer data sync. QuickLink™ ERP. • Customer B2B. • Standard formats (x12, etc). • Code values (product ID, etc). • Data synch. ERP Characteristics. - Volume = highest - Data quality = highest - Value to automate one customer: highest Mail Characteristics. - Volume = high to low - Data quality = medium - Value to automate one customer= medium Long Tail Characteristics. - Volume = low - Data quality = lowest - Value to automate one = low Automating all customers in a segment has value.
- 17. QuickLink Automates Each Customer Segment Customer population Order Volume QuickLink™ ERP. Real-time system integration using EDI and XML. Code values (product ID, etc). Connect:$$$ Run:$$$ (Customer B2B) QuickLink™ FORM. Customer emails Elemica FORM. Form stops errors. Connect:$ Run:$ (No customer B2B) QuickLink™ Mail. Customer emails customer format. Few code values. We fix their errors. Connect:$$ Run:$$ (No customer B2B)
- 19. Delivery Forecast Supports plant scheduling processes used by automotive and CPG customers
- 20. Delivery Forecast 2.0 Major Upgrade 2013 Q2/Q3: 2013 Develop and test Q4: 2013 Available in Test and Prod Customer business scenario improvements: • Orders / changes inside or close to cutoff dates • Exclude requirements from processing based on shipment • Plant or product specific processing variations Self-service and audit • Setup screens and process • Self-service inquiry screens: • Requirement history • Setting traceability Code re-engineering
- 21. VMI
- 22. Vendor Managed Inventory Supports automated fulfillment of bulk tanks and discrete warehouses