Industry: Healthcare
Solution: Automation of Ecommerce order entry process
Business Challenges
- The Client faced a challenge where turnaround time to process Ecommerce orders was taking 5 business days
- Increase in order volumes also led to the team to engage a resource to be allocated exclusively to manually punch in the order
- Manual entries being created led to errors which in turn leading to orders not being shipped correctly and non compliance to the contractual terms related to FBM also led to the Client facing action from the Ecommerce giant
- During the BIG Sale days the volume of the orders went high, thereby increasing the order processing time which impacted the FBM standards
- During days where they received high volume order they faced a major challenge while routing these orders to the team. As the teams are based of multiple locations following different time zones
Solution provided
We assessed the current process and worked with the stakeholders to address the challenges faced by them automating their Ecommerce order processing.
Benefits
Financial
Revenue
- The client was able to capitalize on the technology and business process improvement without additional headcount reduction.
- Increase in revenue due to automated process
Cost
- Headcount reduction
- Hiring and training cost saved
- Reduction in cost pertaining to utilization of IT hardware and software infrastructure arising from a resource deployed
- Cost savings achieved on account of no structural cost
- 24/7 availability without increased overhead costs related to overtimes, work over weekends, Big days like promo days, financial closing etc..
Productivity
- We helped the client meet its contractual SLAs with the Ecommerce giant on shipping
- We achieved 100% Order Entry accuracy
- 3X increase in productivity due to the 24/7 availability of the automation software running at the backend vs a manual resource who works on a 8 hour shift
- Further enhanced the automation for orders that came in during weekends were addressing the process flow and reducing the order cycle time to same business day
- FBM Inventory managed to an optimum level due to the robust syncing of Client and Ecommerce vendor’s platform.
- We replaced the manual intervention by an automated solution which decreased the order processing turn around time. From 5 business days to max 4 business hours.
- Resource Optimization
Customer Experience
- Due to an automated process, the scope of errors has reduced to 0%
- Order entry achievement on the Ecommerce portal is an all time high
- Positive reviews on Ecommerce portal as a result of reduced order cycle time and reduced errors
Scalability
- As there is no dependency on resources, the automated process is real-time and highly scalable.