Case Study: Accord Healthcare achieves 81% faster order processing with Esker

Processing Fax, Email & EDI Orders 81% Faster with Cloud-Based Automation

Accord Healthcare, a European subsidiary of Intas Pharmaceuticals, was struggling with high-volume, multi-channel order intake: its Spanish team handled about 5,000 monthly orders—mostly poor-quality fax and email—with four CSRs manually entering orders into a Sage ERP system and even printing EDI orders. Manual data entry created delays, lost visibility, and forced headcount increases as volumes grew.

In 2016 Accord implemented Esker’s cloud-based order automation to capture fax, email and later EDI orders, route and split orders by product type, validate and correct errors, and push data into Sage. The solution cut order processing from 3 minutes to 33 seconds (an 81% improvement), processed 100% of orders electronically, automated about 65% with no manual changes, freed 190 CSR hours per month, and improved confirmations, traceability and overall customer responsiveness.

Accord Healthcare

María Carmen Cano

Customer Service Manager