A collaborative environment for customers and staff

Germán Álvarez, Continuous Improvement Manager, and his customer service representative (CSR) team, selected Esker’s Order Management solution to improve customer responsiveness and help Xylem’s Spanish subsidiary solve their customers’ water issues faster.

With a decentralised organisation, increasing visibility over the entire order flow had become essential. “We have workspaces and centres in different locations across Spain and a decentralised back-office sales team,” explained Álvarez. “With Esker, every team member now works with the same solution within the Xylem environment.”

Thanks to personalised dashboards, Álvarez’s CSR team members have a global view of the entire process and can easily take over someone else’s orders if necessary. Álvarez has access to information on his team’s activity and can see if the workload is evenly distributed. “Esker’s platform is very intuitive and visual, and information is updated in real time and shared with all team members. That’s why we love Esker so much.”

The team also benefits from an increased profile within the company. “We are now able to keep other departments updated on all order-related activities,” said Álvarez’s. Not only does this raise their visibility within the company, but it also gives his team a sense of pride and value.

Xylem’s use of Esker also means greater collaboration and overall satisfaction for customers. “The order entry process is crucial at Xylem,” said Álvarez. “The clock starts ticking when a customer places an order, and we must be capable of quickly and accurately processing it.” Esker enables Xylem to be more responsive, make fewer errors and build trusting relationships with customers.

More time for valuable and meaningful work

Esker has helped free up employees to engage in higher value activities and improve customer experience. With more time to interact with customers and engage with co-workers, employee morale and communications have increased.

“One of the main benefits of Esker’s solution is that it reduces manual tasks,” Álvarez explains. “And when you do less manual processing, you can use your time to focus on more value-added tasks.”

However, he did have to do a little convincing at first: “There was some initial resistance from the team, who thought the tool would replace an important part of their job. When they understood that they would still have control over the process, they quickly got on board.”

My job has stayed the same, but rather than manually entering information into the ERP system, it is now based on reviewing and approving orders.
Sandra Castillo | Back-office Sales Admin

​As Esker’s solution identifies duplicate orders and reduces the risk of errors, the team is able to work with greater confidence and serenity, with less stress of making mistakes.