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Designing Order Management Automation to Differentiate the Customer Experience
While order-entry automation can drive significant cost and efficiency benefits, finance organizations increasingly see it also as a way to enhance customer satisfaction.
For example, Graybar, a large distributor of electrical, communications and data networking products, leveraged an order-entry automation solution to generate the equivalent of 23 FTE hours that its service representatives can now spend with important accounts. Fairmont Supply, a distributor of industrial MRO supplies, rethought its e-commerce options in ways that have improved customer satisfaction and increased use of the channel to order products.