Our work / Case study
Delivery dates customers can actually rely on
Fixing the data flowing between customers and enterprise systems, and automating the manual work around it, made delivery-date information 75% more accurate.
The problem
In a global manufacturing business, delivery information depended on data moving accurately between customers, operational teams and several enterprise systems, largely through EDI (the standard format businesses use to exchange orders and shipping data electronically).
Manual processes and inconsistencies in those EDI data flows caused errors and extra administration, and meant the estimated delivery dates customers received couldn’t be trusted.
Our approach
We worked across business and technical teams to analyse the process end to end, following each piece of delivery information from the customer, through the systems, and back again.
That showed two kinds of problem, and we fixed both:
- The data itself. We improved the EDI connections, the mappings between systems and the applications and automated processes that relied on them, so information stayed accurate as it moved.
- The manual work around it. We introduced robotic process automation (RPA) to take over repetitive activities that people had been doing by hand.
The result
- 75% improvement in delivery-date accuracy.
- More than 50% fewer EDI-related errors and support requests.
- Less manual investigation and intervention, and more reliable delivery information for customers.
Built with: RPA, EDI, ERP integration and process automation.
Is data moving between your systems causing errors your customers can see? Book a call and tell us where it hurts.