ORDER MANAGEMENT REVOLUTION

One Company’s Automation Journey

 MEET THE SPEAKERS

Jason Anderson, Esker Norman Lyon, LifeNet Health

Business Development Manager Senior Director of Donor Services
• Growing business w/ increasing transactions
Total Transactions
• Orders received via Fax, Email and Phone
2012 - 2018
• Manual process riddled with errors 200,000
-

• Complaints increasing 148,734

142,398 148,303
• Customers unhappy 150,000
116,678
106,117
95,064
100,000 81,143
• Consignment Process
50,000
• 38% of all orders
• Archaic paper process -
2012 2013 2014 2015 2016 2017 2018
 Metrics Before Esker
Client Service Reps 2016 = 6
2017 = 16
Account
S Coordinators 2016 = 7
2017 = 7
Sales Admin 2016 = 1
2017 = 3

Hire more people or

fix the problem?
 LifeNet MANUAL ORDER
PROCESSING
BY THE NUMBERS

320 195 35%

Standard ATP and of orders were
orders per consignment received
day orders per day via phone
 1
AN AUTOMATED PROCESS
GOALS FOR AUTOMATION?

Reduce
Enhance operational
accuracy costs Allocate
Improve resources
Increase smartly
process visibility
efficiency

Accelerate Increase
business customer
cycles satisfaction
AUTOMATED ORDER PROCESSING
Process orders with complete accuracy, efficiency and visibility

Customer order Order reception Order routing Data verification SAP integration Order archiving
submission • Channel • AI-driven data • Automatic order • Certified • Adjustable
• Submit orders in consolidation: one capture: built-in header and line connectors for SAP retention strategy
any way you like single view for all recognition, auto- item data validation
• Immediate • Multi-criteria and
orders learning, teaching
• Get full visibility • Automatic order Communication & full text search
over your orders • Order reception • Automated routing duplicate check Data Checks engine
date/time tracking
• Collaborate with • User-friendly • Link Order Record
your supplier validation interface to ERP
• Move to e-ordering • Touchless option

100% order transparency

IMMEDIATE ACCESS TO ORDERS
MULTIFORMAT & MULTICHANNEL SUBMISSION ORDER DISPATCH

CHANNELS FORMATS
▪ Email ▪ Automatic routing to
▪ PDF
▪ Fax ▪ TIFF the appropriate
▪ Mobile CSR or team
▪ JPG
▪ Online ordering ▪ Priority orders
▪ EXCEL
management
portal ▪ WORD
▪ Customer supplier ▪ Based on key order
▪ EDI: X12,
portal information:
Edifact, Idoc
▪ SFTP company name,
▪ AS2 distribution channel,
geography, and more.

DIFFERENT CUSTOMERS MEANS DIFFERENT ORDER LAYOUTS

BUILT-IN RECOGNITION THROUGH SYNERGY
The solution leverages Synergy Data Capture with multi-engine voting and over
120 languages support to extract relevant information from sales orders.

CUSTOMER RECOGNITION

CUSTOMERS

3176
3340 Customer ID = 3340
Customer
1672
ID?

1 Using extracted name, address, fax # data 2 Search for customer 3 Filling in form fields automatically
ID
GLOBAL FIELDS RECOGNITION

• Purchase Order number

• Purchase Order date
• Delivery date
• Total amount

KEYWORDS, CONTEXT, PATTERNS AND REGULAR EXPRESSIONS ARE USED

TO ACCURATELY READ ORDER CONTENT AND EXTRACT INFORMATION.
AUTO-LEARNING IS AI
ORDER VERIFICATION STEP

1 CSR corrects or fills in missing fields. 2 CSR’s corrections are automatically 3 Recognition rate increases as the solution
recorded for next time. learns where to capture data.

10/4/2016 10/4/2016

Auto-learning Recognition rate

BASED ON THE DOCUMENT TRANSPARENT TO THE USER:

STRUCTURE RATHER THAN THE LEARNING
CUSTOMER. IS HAPPENING IN THE BACKGROUND.
 ORDER VERIFICATION

Order confirmation
Annotation
Priority order tool
detection

Duplicate order
detection

Data cross-checking Original

against data repository order image
Automatically
captured order
data

AUTOMATIC DATA CHECKS DUPLICATE ORDER DETECTION AUTOMATIC ORDER CONFIRMATION

 8
Priority orders KEY INFORMATION
to validate

AT A GLANCE
 2
SAP INTEGRATION
HOW IT WORKS

MASTER DATA SYNCHRONIZATION

ORDER CREATION IN ERP

ERP ORDER NUMBER RETRIEVAL

SAP®
ORDER ARCHIVE LINK
 3
ATP & CONSIGNMENT
 Start in VA02
• Enter Customer PO
• Bill To
• Ship To
• PO Date
• Requested Ship Date
Material number = Order code

One order code can

have many options:
• Graft size
• Donor age
• Donor gender
• Blood type
• Cause of death
Detailed notes in the
SAP customer master
regarding item
preferences
Delivery information
CONSIGMENT STOCK REPLENISHMENT PROCESS

Restock order
PO with serial number

Consignment
stock

HOSPITAL
 COLLABORATION & MOBILITY

4
ESKER CUSTOMER PORTAL
ESKER ANYWHERE APP
ONLINE ORDERING PORTAL
EFFICIENT COLLABORATION 24/7
LIFENET BIS (SALESFORCE) DISTRIBUTORS/
Accurate electronic orders Please confirm delivery date. CUSTOMERS
Place orders while with the customer Thanks.
Accelerated sales cycles, provide real time pricing Order submission and follow up 24/7
Strengthened customer relationships Saved order inquiry call time
I confirm the delivery for the Faster and accurate goods delivery
15th.

Will it be a full or a partial

delivery?

It will be a full delivery, all

your items are available.

Thanks a lot.
Esker Anywhere™️
MANAGE & PLACE
orders on the go
MONITOR
operations & performance
ALLOW
sales &customers to place orders
ALLOCATE
resources while away

Various people involved:
sales reps,
partners/resellers, or
directly hospital staff
Painful consignment stock
reporting & reconciliation
Product tracking all the way from
manufacturer’s stock to patient
Customer validation when
order placed by sales reps Time spent by sales reps
on administrative tasks

Cost of consignment order

process

CONSIGNMENT DOES HAVE CHALLENGES

QUARTERLY CONSIGMENT STOCK INVENTORY AUDITS

HOSPITAL
 GS1 BARCODE STANDARD

PRODUCT NUMBER EXPIRATION DATE LOT/SERIAL #

09501101530003 April 4, 2019 AB-123
LifeNet Health’s Benefits
LifeNet Health’s Benefits
ESKER’S CUSTOMER PROMISE
VALUED
We will be honest and respectful of your time and
do what we promise. We will collaborate together
as one team.

UNDERSTOOD
We will actively listen, acknowledging your needs
and expectations, and continually strive to
recognize what is truly important to you.

ENGAGED
We will make personal connections by being
proactive, providing information and always
learning more.
 LUXURY FOOD &
LIFE SCIENCES CHEMICALS MANUFACTURING ELECTRONICS
GOODS BEVERAGE

6,000 CUSTOMERS WORLDWIDE

and counting…
ONE PLATFORM. ANY PROCESS.
 ORDER AUTOMATION IN THE CLOUD

MEET UP WITH ESKER AT

Multitenant 24/7 Pay
4 data HIPAA/HITECH ISO 27001, SSAE 18
centers
SAPPHIRE | Booth 1500
platform compliance & ISAE 3402
compliance
availability as-you-go
THANK YOU FOR YOUR
ATTENTION
For more information:
(800) 368-5283
info@esker.com