Customer satisfaction through AI-supported order acceptance
Phoenix Contact has been developing electronic products for connecting, distributing or controlling energy or data flows since 1923 and operates globally as a family-owned company with 22,000 employees worldwide. Although EDI is gaining importance for order transmission, more than one thousand orders are received daily via various channels as PDFs, often containing hundreds of order items. In addition to the sheer volume of orders, same-day processing in the order receiving department is complicated by the possibility of very individual customer requirements – a particular competitive advantage of Phoenix Contact. Previously, manual processing took a lot of time and was prone to errors.
To automate order taking, the company decided to use the smart product family from Insiders Technologies, which, in addition to AI-supported data recognition and self-learning software, has extensive options for individual expansion. Based on a free-form approach, the smart ORDER automated order processing service intelligently matches customer master and item data and captures all order-relevant data regardless of the form and its placement on the order. In the process, missing or illegible information is forwarded to a post-processor („human-in-the-loop“). After extraction and classification, the data is transferred to the SAP system.
„We can recommend the Insiders Technologies solution. We now have a unified tool that can be used by all employees and speeds up our processes.“
Stefan Kirchhoff, Digital Process and Solutions Manager at Phonix Contact, praises the new solution. „With Insiders Technologies, we have a service provider that knows what it is doing and takes time for the customer. Both the commercial and technical advice convinced us, and the support is competent and fast when the shoe pinches.“
Together with the integration of smart INVOICE for processing incoming invoices and delivery bills, a homogeneous system landscape was created at Phoenix Contact throughout the entire group. Phoenix Contact now has a significantly reduced effort for the post-processing of documents thanks to the smart product family from Insiders Technologies, which accelerates many business processes in O2C and P2P. Reduced susceptibility to errors, more security and workload reduction for employees as well as more efficient and accelerated processes increase business success and customer satisfaction. For the future, Phoenix Contact is already planning to expand the use of smart components for further innovations in document handling.