Case Study: Kern Pharma achieves 58% faster order processing and improved customer service with Esker’s Order Processing automation

Improving Customer Service Thanks to Automated Order Processing

Kern Pharma, a Spain-based pharmaceutical manufacturer handling 75,000 orders per year, was struggling with a time-consuming, error-prone order intake process: about 60,000 orders were manually entered into SAP by a nine-person team, often requiring format reconciliation for customer-specific requirements. This manual workflow slowed customer response times and increased the risk of mistakes.

After deploying Esker’s cloud-based Order Processing automation in 2013, Kern Pharma automated data capture from fax and email (≈3,000 orders/month), validated and integrated orders directly into SAP, and provided customizable dashboards for visibility. The result: average order processing dropped to 50 seconds (a 58% reduction), faster customer responses and on-time deliveries, simplified search and archiving, measurable cost savings, and plans to roll the solution out to other group companies.

Kern Pharma

Irene Liébanas

Customer Service Coordinator