Leading Consumer Goods Orgnanization
Transforming order management with zero-touch solutions.
Over a three-year partnership, we transformed our client's B2B order management by developing a zero-touch, omnichannel solution that automated customer queries and streamlined workflows.
At a Glance
Our client faced the challenge of manually managing a high volume of B2B order queries, which was both time-consuming and inefficient. Credera addressed this issue with a zero-touch solution that automated request handling across multiple channels and featured a 360-degree order view and advanced reporting. This approach significantly reduced manual workload, improved resolution times, and ensured timely order delivery, ultimately enhancing overall operational efficiency.
The Challenge
Transforming inefficient manual order management systems.
Our client faced significant challenges in managing B2B orders due to the manual handling of customer queries and order changes. As their sales regions and customer base expanded, the manual process of addressing order details and stock availability became increasingly time-consuming and inefficient. This growing volume of requests strained their operations and highlighted the need for a more streamlined and automated solution to enhance efficiency and accuracy in order management.
The Solution
Implementing a zero-touch solution for streamlined order management.
To address our client's manual order management challenges, we developed a zero-touch solution designed to automate and streamline the handling of customer queries and order changes. This omnichannel system integrates requests from various channels, such as email, chatbots, and customer portals, into a unified platform. Key features include a 360-degree view of orders, simplified ticket resolution, and advanced reporting. This solution not only updated customers on stock availability but also provided tools for efficient case management and enhanced operational efficiency.
The Results
Streamlined order processing and improved delivery times.
By automating request handling and integrating advanced features like a 360-degree view and simplified ticket resolution, the zero-touch system significantly reduced the level of manual workload and query volume. This led to faster resolution of order discrepancies, more efficient categorization of blocked orders, and ensured timely delivery, ultimately enhancing overall operational efficiency and customer satisfaction.
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