Case Study: Multinational Cosmetics Company achieves 60-day-to-1-day claims resolution and full deductions visibility with Esker

Improving Visibility Into Customer Claims & Deductions Management

A multinational cosmetics company’s Spanish subsidiary—managing both luxury and mass-market brands—faced a costly, paper-based customer deductions process: each division handled over 12,000 annual documents manually (including EDI printouts), with little visibility or control and an average resolution time of about 60 days. The accounts receivable, sales and customer service teams needed an automated, auditable workflow that would integrate with SAP and reduce errors and delays.

The company deployed Esker’s claims and deductions module to extract and categorize deduction data from EDI, email and scans, allocate charges across product lines in SAP, and route cases via configurable electronic workflows enhanced by machine-learning keyword recognition. The result: end-to-end visibility and real-time reporting, faster dispute resolution (processing time cut from ~60 days to 1 day), improved accounting efficiency and controls, and measurable financial benefits from fewer erroneous deductions and quicker reconciliations.