Although business constantly evolves, COVID-19 not only shattered the business status quo, it caused systemic disruption nearly overnight. Facing unrelenting change, we can’t just react. We can’t do nothing. We must respond with meaningful innovation that serves our business both in the short- and long-term.
In this three-part series, we will address automation strategies you need to implement so your business not only comes back, it moves forward. Before we dive into parts 2 and 3, you’ll need to understand the first automation strategy: Get your business future ready.
If 2020 taught us one thing, it’s that you can’t future-proof your business. But you can make it future ready.
Perhaps you thought you had planned for the worst-case scenario, but the worst case was unforeseeable. How do you fix what broke and move your business forward?
You don’t fix it. You transform it.
All business is digital now, making digital transformation imperative. It’s time to modernize every critical business process to ensure that you can stay agile, resilient, and continue to keep your business thriving and customers satisfied.
Sales order automation not only adds business resiliency, but it also enhances the customer experience.
Business Resiliency Requires the Right Technology Framework
Imagine: Your complex, multi-line orders are processed in minutes, not hours. Each order is 100% accurate and out for delivery in minutes, not hours or the next business day. This is how sales order automation creates business resiliency.
However, despite technological advances and the events of 2020, most manufacturers and distributors still operate manual supply chains. In North America alone, more than $7.5 trillion in B2B orders undergo manual processing every year.
49.3% of B2B sales take place through traditional channels, such as phone, email, and fax.
The 2019 U.S. B2B eCommerce Market Report, Digital Commerce 360 (formerly B2BecNews)
Manual processes, such as having customer service representatives (CSRs) key in purchase orders and convert them to sales orders, are not only inefficient; they are also costly and error prone.
Manual sales order processing generates a host of negative effects:
- CSRs spend about 30 minutes performing manual data entry per order, with an additional 2-3 hours per day re-entering mistyped orders.
- The average cost per order can be as high as $26, according to The Hackett Group.
- The average order-to-cash cycle time is a lengthy 45 days.
A strong business resiliency plan maximizes revenue generation and optimizes cash flow.
Sales order automation fits this bill. It provides a low-risk, fast time-to-value while freeing CSRs from manually entering data.
“One of the great benefits of Conexiom is that it doesn’t rely on optical character recognition (OCR) to grab order information. This gave us the confidence to be sure our customers would see a decrease in order errors. Today, we have a 99.96% correct shipping rate.”
Field Fastener, Conexiom Customer
Because Conexiom delivers 100% data accuracy with True Automation, it solves the shortcomings of robotic process automation (RPA) and optical character recognition (OCR) technology, which still require human intervention.
How Conexiom adds business resilience:
- Automates sales orders and invoices with 100% accuracy and >80% touchless processing
- Reduces operational costs
- Reduces order cycle times
- Eliminates errors introduced by manually entering orders
Automate the Customer Experience to Gain a Competitive Advantage
Customer experience. Customer communications. Customer retention. These items are imperative to business sustainability and cannot be taken for granted—especially in this ever-changing business climate. If your organization isn’t considering the customer first, your competitors will, and your sales will steadily decline.
“Manufacturers increasingly believe that what sets them apart is not the product; rather, it is their ability to deliver superior service in a highly competitive market.”
Mark Toffoli, Vice President and global leader solutions engineering, Conexiom
Yet, as previously mentioned, CSRs spend hours each day on tasks that don’t involve any customer interaction.
With sales order automation, mundane tasks are eliminated, and CSRs gain the time to:
- Get to know customers and offer personalized experiences
- Be more proactive in their approach to customer service
- Offer customer support both pre- and post-purchase
- Gather customer feedback and review and report on related data
When your CSRs are free to do what they do best—delight customers—customers are happy, loyal, and more likely to engage with your brand.
How Conexiom enhances the customer experience:
- Delights customers with accurate, on-time orders
- Requires no change to how customers order
- Frees CSRs to up- and cross-sell and respond to customer inquiries
Want to learn more? Download the Don’t Wait to Automate eBook