Case Study: Multinational Pharmaceutical Company achieves 50% faster order processing with Esker

Accelerating Order Processing by 50% With Automated Order Management

A multinational pharmaceutical company’s Spanish subsidiary—handling about 370 daily orders from hospitals, wholesalers, pharmacies and the Ministry of the Interior via fax, email and EDI—faced slow, error-prone manual order entry and time-consuming corrections that delayed customer service and deliveries. The company sought to automate order intake and processing while meeting healthcare-specific requirements (e.g., cold-chain items, narcotics, multiple delivery points).

Esker’s AI-driven Order Processing automated all channels, converting EDI to user-friendly PDFs, learning customer order formats, routing orders by geography, and grouping/splitting line items by product category, address and regulatory needs (including separate handling for narcotics), with seamless SAP integration and electronic archiving. The result: order processing time fell from 90 to 48 seconds, 54% of orders need no changes, 90% require two changes or fewer, faster narcotics routing, and improved visibility and KPI monitoring for customer service.