Cleaning company Kärcher automates its customer service and orders with Esker
Posted: Thu Dec 12, 2024 7:56 am
Esker, one of the world's leading providers of document automation solutions, announces that it has signed a contract with Kärcher North America, a leading company in domestic and industrial cleaning equipment, to centralize its customer service and automate its fax ordering processes through a cloud-based solution.
Of the 450 orders received daily at its seven North American offices, 90% arrive by fax. Because each fax is processed manually, and because Kärcher has 12 brands, each with a separate customer brazil telegram data service organization, visibility, efficiency and trust in its paper-based approach was lacking. In an effort to improve processes, streamline its organization and simplify its customer service system, Kärcher looked for a hosted solution that could easily integrate with its existing SAP system.
“ Our process was unsustainable ,” says Jeff Fithian, IT manager at Kärcher . “ Faxes had to be printed, collected, moved, dropped off at desks and manually entered into the SAP system. If a fax image needed to be retrieved at the last minute by our customer service team, depending on how it was scanned and stored, it was difficult and sometimes impossible to retrieve .” Kärcher was looking for a system that would allow its staff to easily access the original fax image without having to install new software servers , as well as avoiding all the unproductive work they had to do.
When it came to finding the right solution, Kärcher was faced with a number of options. “ We looked at a number of different vendors and even considered doing it in-house using e-fax/Microsoft Outlook to manage it ,” Fithian reveals. “ One day, we received an email announcing an Esker webinar, I attended, and the rest is history. Esker has more experience with SAP and had exactly what we were looking for in terms of a turnkey solution that didn’t require a lot of customization on our part .”
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Once the Esker solution is implemented, Kärcher will be able to link the URLs of fax images directly into the SAP-integrated Esker platform, so that customer service staff can click in SAP and open the document. Jeff Fithian expects significant productivity benefits, especially for the customer service team.
Of the 450 orders received daily at its seven North American offices, 90% arrive by fax. Because each fax is processed manually, and because Kärcher has 12 brands, each with a separate customer brazil telegram data service organization, visibility, efficiency and trust in its paper-based approach was lacking. In an effort to improve processes, streamline its organization and simplify its customer service system, Kärcher looked for a hosted solution that could easily integrate with its existing SAP system.
“ Our process was unsustainable ,” says Jeff Fithian, IT manager at Kärcher . “ Faxes had to be printed, collected, moved, dropped off at desks and manually entered into the SAP system. If a fax image needed to be retrieved at the last minute by our customer service team, depending on how it was scanned and stored, it was difficult and sometimes impossible to retrieve .” Kärcher was looking for a system that would allow its staff to easily access the original fax image without having to install new software servers , as well as avoiding all the unproductive work they had to do.
When it came to finding the right solution, Kärcher was faced with a number of options. “ We looked at a number of different vendors and even considered doing it in-house using e-fax/Microsoft Outlook to manage it ,” Fithian reveals. “ One day, we received an email announcing an Esker webinar, I attended, and the rest is history. Esker has more experience with SAP and had exactly what we were looking for in terms of a turnkey solution that didn’t require a lot of customization on our part .”
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Once the Esker solution is implemented, Kärcher will be able to link the URLs of fax images directly into the SAP-integrated Esker platform, so that customer service staff can click in SAP and open the document. Jeff Fithian expects significant productivity benefits, especially for the customer service team.