As the UK’s number one dairy company and the leading provider of butter, spreads and cheese, Arla Foods makes 4,000 store deliveries a day to food retailers and foodservice customers across the UK, including many products from other leading consumer goods companies.
Prior to the implementation of their OmPrompt customer automation management solution, this complexity in Arla’s supply chain resulted in considerable manual intervention in their order-to-cash processes driven by the sheer diversity of customer operations, IT systems and document formats.
For example, Arla’s customer service team received 1,000 manual orders per week by email, spreadsheet, PDF, and fax, which previously had to be manually keyed into SAP, the central ERP system. With the OmPrompt Order Automation service, clean, valid customer orders are now transferred directly to Arla’s ERP system.
In logistics support, one customer alone generated 2,500 electronic proof of delivery and goods receipt notes which had to be checked line by line to identify delivery discrepancies. With OmPrompt, Arla is now able to process 100% of the claims with 70% less resource. Additionally 33% of claims are now automatically validated. This has released valuable resources to focus on investigating and resolving claims and understanding trends.
OmPrompt’s customer automation management services were up and running within weeks and allow Arla to automate a range of transactional processes including manual orders, delivery claims and consumer complaints. OmPrompt’s solutions are enabling Arla to reduce operational error, release customer contact staff to higher value tasks and increase customer satisfaction.
