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Transforming Customer Service with the Power of Artificial Intelligence in Automation
In the age of the enhanced customer experience (CX), companies can’t afford for their CSRs to be bogged down by repetitive enquiries and tedious manual data entry for orders. Read on to learn how the power of AI in automation can free your CSRs to provide the CX that your customers expect.
Freo Group
Challenges - Labour-intensive and paper-based collections
Established in 1974, Freo Group is the market leader of mobile crane hire services and project material logistics management in Australia, with a fleet of over 480 state-of-the-art mobile cranes. The company provides crane hire, heavy lifting, and logistics services, including oversize transport, materials handling, warehousing and storage from their strategically located branches across Australia, and supports some of the country’s largest blue chip organisations.
Brunel
Challenges - Manual processes make suppliers feel neglected
With over 120 offices and a team of more than 12,000 specialists worldwide, Brunel delivers skilled talent and workforce solutions to over 45 countries. Brunel specialises in transforming global projects in industries such as Life Sciences, Renewable Energy, Oil and Gas, Infrastructure, Future Mobility, and Mining.
Moen
Challenges
Before Esker, approximately 70% of the orders that Moen received in the U.S. were sent via fax (versus only 30% via EDI) and had to be manually entered into the company’s SAP® system.
This, according to Karen Rechenbach, Moen’s Customer Service Business Support Leader, caused a number of issues for her team: “Our staff was having to spend a bulk of their time walking to fax machines, assembling orders, stapling them — all the low-value manual tasks that inhibit speed and productivity.”
MCR Safety
Challenges - Eliminating email chaos & task confusion from disjointed workflows
Prior to digitally transforming two of its key Customer Service processes, MCR Safety was managing enquiries from customers through multiple email inboxes. Emails coming into those inboxes would get sent out to distribution lists. Unfortunately, responses from Customer Service Representatives (CSRs) were circulated among these lists without clarity on task ownership, leading to duplicated efforts on a single customer enquiry and a lot of wasted time.