eBook

NIBCO, Inc.:Integrating Inbound

Sales Order Automation with an SAP® Application

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Table of contentsAbout NIBCO, Inc. ...................................................................................... 3

Highlights ................................................................................................... 4

The Challenge ............................................................................................ 5

The Solution ............................................................................................... 6

Results ....................................................................................................... 7

Future Plans ............................................................................................... 8

NIBCO, Inc.:Integrating Inbound

Sales Order Automation withan SAP® Application

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With headquarters in Elkhart, Indiana, NIBCO, Inc. is a privately owned family business that has developed through four generations of leadership into a worldwide manufacturer of flow control products for residential, commercial construction, industrial, and irrigation markets. The company employs 2,500 people across 13 domestic facilities and two international locations, with annual revenues of $600 million. In 1997, the company implemented an SAP® solution for comprehensive customer relationship management. The company uses their SAP application as the central platform to manage its business-related information.

www.nibco.com

Manufacturing

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We considered hiring more people, but decided to go with Esker to automate the process and allow our CSRs to focus on providing excellent customer service.”

Manufacturing

Highlights Seamlessly integrated SAP system with Esker

DeliveryWare

Reduced workload on customer service reps (CSRs) while improving customer satisfaction

Leveraged Esker’s innovative technology to achieve more visible and streamlined workflow, as well as “touchless” processing

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John Lee IT Team Lead NIBCO, Inc.

The Challenge Main objective was to improve workflow

processes in the delivery of fax documents to and from customers

23 CSRs handled the manual entry of each order line item (300,000 orders processed annually)

Needed an automated document delivery solution that would integrate seamlessly with their SAP system

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The CSRs were bogged down with key order entry. It was straining our resources as well as affecting our customer’s experience working with us.”

Manufacturing

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John Lee IT Team Lead NIBCO, Inc.

The Solution Phase 1: Replaced existing fax server with

Esker DeliveryWare as the fax server and document solution provider

Phase 2: Set up governing rules, including Optical Character Recognition (OCR) technology to ensure incoming orders would be recognized and processed correctly, as well as real-time queries

Phase 3: Leveraged ability to receive sales orders via fax and have them automatically sent to the SAP application without the need for validation

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Esker was the perfect fit. The quality, total cost, and ability to customize order processing to meet our customers’ preferences sold us.”

Manufacturing

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John Lee IT Team Lead NIBCO, Inc.

Results Estimated annual ROI of $170,000

Real-time query capability

Sending 7,000 documents in one click of a button (previously: 200 faxes at one time)

5-10 minutes to enter orders into SAP (previously: hours with manual intervention)

Reduced number of errors

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We’ve been able to deliver on the orders more quickly and have reduced the number of errors associated with manual handling.”

Manufacturing

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John Lee IT Team Lead NIBCO, Inc.

Future Plans Looking ahead, NIBCO, Inc. plans to

accomplish the same automation benefits with invoices and accounts payable by further leveraging Esker’s integrated platform

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Throughout the company, people have been impressed with the technology. We’re excited about the opportunities for innovation that Esker DeliveryWare presents.”

Manufacturing

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John Lee IT Team Lead NIBCO, Inc.

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