Case Study: Firmenich achieves 50% reduction in order processing time with Esker

Firmenich Cuts Order Processing Time in Half With Esker’s Automation Solution

Firmenich, the world’s largest privately owned fragrance and flavor company, processes about 300,000 customer orders annually through a decentralized customer service organization across Europe and the U.S. Manual order handling was time-consuming and error-prone, and the company needed a solution to reduce data entry time and meet its commitment to respond to customers in under 48 hours.

Firmenich implemented Esker’s Order Processing automation integrated with SAP, using intelligent data capture to route orders to the correct customer service representative and electronically archive documents. The project cut order entry time by 50% (orders now created within one to two hours), reduced errors, improved database maintenance and team flexibility, and freed staff to focus on higher-value customer work, with ongoing plans to increase automation to about 70% by region.

Firmenich

Alain Humbert

IT E-Supply Chain Manager