Case Study: Fuchs Lubricants streamlines customer service and order management with Esker

Fuchs Lubricants cuts order entry time by 25% with Esker

Fuchs Lubricants faced significant inefficiencies in its customer service operations, with supervisors spending most of their day manually sorting and assigning hundreds of daily requests from a shared email inbox. This left no time for high-value activities or team development, and order processing could take up to three days. To address this, Fuchs partnered with vendor Esker to implement AI-driven solutions for automation.

Esker implemented its Order Management and Customer Inquiry Management solutions. This provided Fuchs with a cloud-based platform to automate order processing and intelligently classify and route all customer inquiries. The results included a 25% reduction in order entry time, a turnaround time improvement from 24-48 hours down to 6 hours, and the automatic classification of 84% of inquiries. Esker's solution also eliminated all paper use and provided the team with full visibility into workloads via a custom dashboard.

Fuchs Lubricants