Case Study: National Office Furniture achieves 99.6% order-entry accuracy and faster order processing with Esker Order Processing

Automating Inbound Fax Orders & Gaining Improved Process Control

National Office Furniture, a business unit of Kimball International, was processing about 4,500 mostly multi-page fax orders per month by manually routing printouts to customer order care (COC) teams and keying data into SAP. Aging fax-server technology and growing demands — including a new product with a 24‑hour ship requirement — exposed slow cycle times, paper filing, and a need to improve accuracy, prioritization and order-entry speed without a major IT overhaul.

National implemented Esker’s Order Processing solution, integrating it with SAP in two phases: electronic fax capture and queuing, then OCR-driven data capture tied into their EDI validations. The deployment automated order routing and archiving, delivered roughly 90% of orders into SAP within 12 hours, maintained >99.6% accuracy, eliminated printers and file cabinets, improved order visibility and customer response, and was completed on time and under budget with plans to expand Esker across other processes.

National Office Furniture