Case Study: Leading Pharmaceutical Company achieves faster, more efficient order processing and rapid dispute resolution with Esker DeliveryWare

Treating the need for order processing efficiency

A global pharmaceutical manufacturer faced mounting competitive pressure on a flagship product and needed to improve order processing and customer service without adding headcount. Analysis showed manual phone- and fax-based order entry created inefficiencies, poor visibility, slow dispute resolution, routing problems and potential compliance risks from paper-based credit card handling.

The company implemented Esker DeliveryWare to automate fax-to-order processing: incoming faxes are captured as images, data is extracted and validated, orders are prioritized and posted to SAP, images are archived and credit-card data is redacted. The solution delivered quick ROI, reduced dispute-resolution times from days to minutes, lowered costs to meet SLAs, improved order prioritization and reporting, and created a platform for expanding automation to invoicing and other processes.