Case Study: The Vaillant Group achieves improved traceability, time savings and better customer service with Esker

Improving Traceability, Time Savings & Customer Service With Order Processing Automation

The Vaillant Group, a European heating and HVAC leader with 12,000 employees, faced a slow, error-prone order-to-cash process: sales orders were processed manually, creating paper buildup and straining staff—especially during a 30% seasonal order spike. The company needed a solution compatible with its SAP ERP and Salesforce CRM, able to handle complex pricing and quote reconciliations, absorb peak volumes, and provide end-to-end traceability.

Esker’s Order Processing automation was implemented to route incoming orders (fax, EDI, email) to the right users, validate and post data into SAP, enable customer communication via a portal, and attach searchable PDFs to archived records. The result: faster, more accurate order handling, improved customer service and dispute resolution, significant time savings for sales assistants, and a reduced ecological footprint (eliminating some 300 reams of paper annually), with a scalable solution ready for international rollout.

The Vaillant Group

Thierry Tournier

Administration and Operations Director