Blog Post
Gems Setra, a division of Fortive, specializes in sensing and monitoring technologies. With a diverse customer base ranging from OEMs to end users, their products can be found everywhere from operating rooms to combines. In today's fast-paced market, Gems Setra faced a critical challenge: meeting customer demands for timely and accurate order processing. Little did they know that embracing AI would lead to transformative results that would revolutionize their business operations.
The Path to AI-Powered Solutions
Initially relying on email-based tracking, Gems Setra struggled with limited data visibility and slow processing times. As Beth De Bondt, a key player in the company's digital transformation, explains, "When I started, there was an order processing software in place. It was very basic. It did not have any AI, it did not have any learning." The search for a better solution led them to explore various options, but Conexiom stood out due to its AI capabilities and commitment to continuous improvement.
Contrary to common concerns about new technology adoption, the implementation of Conexiom's AI-powered system was remarkably smooth. De Bondt notes, "Honestly, I would say it was very seamless for our customers. For the majority of them, they didn't actually see any difference at all." The Gems Setra team, though initially nervous, quickly embraced the new technology, demonstrating impressive adaptability and problem-solving skills throughout the transition.
Measurable Impact: The Power of AI in Numbers
The results of Gems Setra's AI order automation initiative were nothing short of remarkable:
- Case resolution time plummeted from 16 hours to just 5.4 hours.
- Order processing time saw a dramatic reduction from 7 business hours to a mere 2.45 hours.
- 36% of all orders processed through Conexiom are completely touchless, requiring no human intervention.
- The efficiency gains extended to individual order handling, with CSRs reducing their time per order from 5.5 minutes to just 2.9 minutes.
With AI handling routine tasks, Gems Setra's team found themselves free to focus on higher-value activities. De Bondt explains, "We've actually been able to do things like open order reports for our customers that we did not have time for before." The team expanded into more complex areas such as technical quoting and specialized customer support, enhancing the overall service offering.
Customer-Centric Results
The improvements in order processing had a direct impact on customer satisfaction. With many of Gems Setra's products shipping same-day, the reduced processing times ensured that orders were fulfilled more quickly and accurately. De Bondt reports, "We've heard consistently from our customers how much happier they are, and they're finding that just overall, the response times have improved drastically."
Energized by their success, Gems Setra is already exploring new applications for AI within their operations. "We're actually looking at Conexiom [for] invoicing options when it comes from invoices from our vendors and getting that into our ERP," De Bondt shares. The positive experience has opened doors to reimagining other business processes through the lens of AI-powered automation.
Key Takeaways for Businesses Considering AI
De Bondt offers valuable advice for other companies considering similar implementations: "You really do need to make sure that you have IT support on this." She emphasizes the importance of involving team members who use the systems daily in the implementation process, as their insights can be crucial for successful adoption and optimization.
Learn more about Gems Setra's CS initiatives and outcomes in the replay below: