HEINEKEN Spain

Industry

Food & Beverage

Company Size

1,400 employees

Solution

Customer Service

500% increase

in order processing speed
74%

of orders validated without any changes
50%

of orders are fully automated without human validation
Enhanced

visibility over the entire ordering process

HEINEKEN Spain is the leading developer and marketer of premium beer and cider brands, including Heineken®, Cruzcampo, Amstel and Buckler.

Challenges

Prior to Esker, HEINEKEN received more than 40,000 fax and email orders annually (not including EDI orders), which were entered by hand into the company’s SAP® system.

The challenges of this type of manual processing prompted HEINEKEN Spain to seek an alternative order processing solution capable of improving customer response times, reducing manual handling errors and increasing order processing visibility. The company selected Esker Order Management.

Solution

Esker’s AI-driven solution extracts all order data from faxed and emailed orders (customer numbers, product codes, quantities, ship to addresses, etc.) and automatically matches it with HEINEKEN’s master data. Once read, interpreted and validated, the order is sent to HEINEKEN’s SAP system as an IDoc file using the existing EDI channel.

Because each order is automatically captured and analysed on Esker’s platform, essential data metrics are made visible on the dashboard homepage. This allows greater visibility to the work carried out by the Customer Service team, as well as faster and more accurate product delivery.

Additionally, orders are automatically split by product type and multiple orders are created in SAP for one order document. Thanks to this functionality, when an order contains different product types, Esker automatically splits it into two separate orders and integrates them into the SAP system.

Results

Esker has worked on several enhancements to enable HEINEKEN Spain to deliver increased value to its customers, including dispatch advice, invoicing and managed returns.

HEINEKEN Spain also expanded its use of Esker’s solution to automate its EDI orders to achieve 100% visibility over all order reception channels for the retail, food and services industries. Esker’s dashboards provide real-time metrics and analytics based on KPIs, detect any inconsistencies, and deliver resource management intelligence to ensure full customer satisfaction.

HIGHLIGHTS
- 500% increase in order processing speed (from 170 to 30 seconds on average)
- 74% of orders validated without any changes
- 50% of orders are fully automated without human validation
- Enhanced visibility over the entire ordering process

We have reduced the number of order entry errors due to manual handling and sped up our processing times. As a result, we have been able to invest more time on higher-value tasks, which has led to an increase in customer satisfaction."
Luis Fernández-Palacios, Order Management Manager

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