More time for individual customer service
Thanks to state-of-the-art AI technology from Insiders, thyssenkrupp Materials Services significantly speeds up the process of order acceptance and frees up remarkably more time for personal, individual customer service.
thyssenkrupp Materials Services (TKMX) really puts their customers first, as is demonstrated by the fact, among other things, that the customers have a free choice of how to place their order. Whether by pre-structured order form, by freely formulated e‑mail or simply as a file attachment – the orders received daily are as varied as the more than 150,000 products and services offered by the largest independent material distributor and service provider in the Western world. And with more than 250,000 customers in over 30 countries worldwide, this results in an enormous heterogeneity of order documents every day.
In order to successfully manage this volume, notably reduce the manual labor required in the process, and increase efficiency in order processing, TKMX has now optimized their entire order process with a smart product made by Insiders.
After a comprehensive evaluation, the Digital Technology Office opted for smart ORDER, the technologically leading standard product for automated document processing. From now on thanks to smart ORDER’s intelligent document reading and processing, a significant proportion of the inquiries and orders received via e‑mail will be processed completely automatically. The extensive automation thus not only ensures significantly faster order processing, but also opens up potential in sales by providing more time for individual customer support.
Using AI-based data capture, all necessary order information is captured within a wide variety of documents, missing information is forwarded to a post-processor, and the extracted data is exported to the respective process automation system.
Within just eight weeks, the Insiders project team, together with the Digital Technology Office and the digital garage of thyssenkrupp Schulte GmbH, set up a pilot version and rolled it out initially throughout Germany following an intensive test phase. After only six weeks, all sales offices in Germany were already working successfully with smart ORDER and the international roll-out to other companies was started. Today, more than 600 users at more than 80 locations in nine countries work with the solution in ten TKMX companies worldwide.
Overall, the time needed to process the orders has thus been noticeably reduced without restricting customers‘ flexibility when placing them. Manual efforts have dropped drastically and the sales teams are happy to have much more time for individual customer support.
„For us, customer-friendliness also means not forcing customers to use EDI or the store, but also accepting their inquiries and orders by e‑mail or document and processing them as quickly as possible. With smart ORDER, we can efficiently master the existing heterogeneity.“
So says Dr.-Ing. Arne Conrad, Digital Technology Office at TKMX, and summarizes the benefits for both sides – customers and companies.
Spurred on by the success of AI-based process automation in their order acceptance, the Digital Technology Office is already working on further application areas for Insiders‘ smart products.