July 12 (Portaltic/EP) –
The company Suntory Beverage & Food Spainknown for brands of soft drinks such as Schweppes, La Casera or Trina, has digitized its customer service at the hands of Esker, combining ‘machine learning’ and Artificial Intelligence (AI) so that the system learns as the documents enter, in this case the orders, until they end up being processed automatically.
Esker, specialized in the digitization of the commercial relationship between suppliers and customers, has helped the company in recent years to achieve through its software tools a more efficient supply chain adapted to the needs of its distribution model. In this way, Suntory’s Customer Service department was able to a saving of 3,400 hours of administrative work in 2020.
Specifically, Suntory needed to improve customer service efficiency and agility, reduce manual tasks, reduce errors, and increase visibility into its processes. Likewise, it sought to align this digital transformation with its environmental policy, under the slogan ‘Growing for Good’, so that the more the company grows, the greater the positive impact it will have on society and the environment.
“Thanks to the power of the tool, we have improved order management saving time in its integration in SAP. Now, part of the team can be dedicated to other tasks that add more value to our clients. In addition, we have reduced the complexity of channels to deal with about 3,500 orders/month in high season and reduce the number of customer charges thanks to better order management”, explains Isabel Carrascosa, Logistics manager and project manager at Esker at Suntory Beverage & Food Spain.
WORKING IN THE CLOUD AND REMOTE DURING THE PANDEMIC
Likewise, access to the ‘software’ in the cloud has allowed the team to work remotely, so they can react to a sudden spike in order volume by spreading the work from the portal to other people, even if they’re at home. “Thus, the continuity of the service is assured,” details the company.
This functionality was essential during the health crisis period, when the company had to switch to teleworking from one day to the next. “Collaboration remained seamless between all employees and the order management was transparent for its customers and for the entire supply chain,” they explain in a statement.
“With the implantation of Esker microprojects have been formed with defined teams, in which cooperation means that the proposed results are not only achieved, but also exceeded. This teamwork is really the key to everything,” concludes Carrascosa.
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