AUTOMATED ORDER MANAGEMENT AND DELIVERY ROUTING
Completes an Entire Days Work in just 15 Minutes!
The company’s desire for sustainable growth, a paperless environment, and the elimination of lengthy manual processes lead our client to implement a combined Document Management and Process Automation solution. Employees spend
the majority of their workday manually processing an average of 200 orders per day. The daily tasks include copy
and paste information from submitted email orders containing PDF attachments into the company’s QuickBooks accounting
software, managing local file storage of PDF attachments, compiling and printing delivery documents and shipping
labels, routing and assigning deliveries to drivers, and managing completed delivery paperwork prior to billing customers.
How We Made Our Client Successful
Delivery and Routing Optimization
Order Administrators are charged with receiving and processing an average of 200 medical supply orders throughout the workday. Unless stipulated, all orders are to be delivered the next business day.
Manual Business Process: Orders are submitted in volume via email by customers as PDF attachments. Order Administrators save these attachments to the local server file system for storage grouped by customer
and requested delivery date. The contents of each order are manually copied to create individual invoices in the company’s QuickBooks Enterprise accounting system. Individual delivery labels are created from Word templates and
printed on Zebra label printers. PDF order documents are printed and sent to the warehouse for packaging and delivery prep. Order Administrators must continuously chase after delivery personnel to obtain the status of each delivery
and its associated documentation containing signature proof of delivery. Each morning, Order Administrators scan all completed delivery documentation which may be crumpled, stained, or otherwise augmented from their time in the
delivery vehicle. A compilation of delivered orders, signature proof of delivery, and an invoice are return emailed to customers.
Issues Presented: The business process presented is highly manual and contains multiple points of inconsistency. The process is prone to data entry errors and mismanagement of documents resulting is delayed customer
invoicing and payment. Completed orders can only be tracked if delivery personnel remember to turn in their completed delivery tickets with a valid recipient signature as proof of delivery. Order Administrators must scan
and return the original order document to insurance for payment. Original order documentation is required as it contains barcoded information used by the insurance companies for internal order processing and payment procedures.
The three keys to success for this project are simplified Order Management, robust Document Management and Process Automation, and Route Delivery Optimization and Tracking.
The client has been using the local server file system to manage physical documents as they are moved from folder to folder based upon the order completion status. The process was replaced by providing Order Administrators with an easy-to-use browser interface connected to a new order management database. Order Administrators use the new simplified Order Management solution to view and manage orders. This new solution provides them the ability to route/re-route orders to balance daily delivery schedules. Employees are able to view the status of orders in real time as each order moves through the stages of the process from “delivery prep” to “out for delivery” to “complete”.
Document and Business Process Automation:
Behind the scenes, a series of automated tasks were designed to absorb all repeatable manual labor processes including:
- Intercept inbound order emails then save and convert PDF attachments using sophisticated OCR as XML data files for processing
- Import orders into the Order Management system
- Compile and print delivery labels and packing slips
- Generate invoicing hundreds of invoices for accounting
- Upload and route delivery data to an integrated routing and delivery optimization platform
- Retrieve and store digitized proof of delivery
- Compile completed delivery documentation for customer distribution
Route Delivery and Optimization:
The Order Management system is integrated with a easy-to-use routing and delivery web application for improved delivery management and tracking. As orders are processed throughout the day, they are immediately uploaded to the delivery app and their status changed to “Route Planning”. The deliveries are geocoded and organized by delivery route skillset. Order Administrators may modify routes, if necessary, before releasing them via the delivery app to their respective delivery personnel. Drivers no longer have to worry about paperwork as deliveries are easily completed from the delivery app. Signature proof of delivery is captured digitally and returned to the Order Management system within seconds of a delivery completion. Order Administrators are able to view, in real time, the location of delivery personnel and relay estimated arrival times to customer.
An average of 200 orders received during the course of a typical day of business required 20 staff resource hours to complete all of the manual processes in place to process PDF document orders. After implementing our Document Management and Business Process Automation solution , at project launch, it took just 15 minutes to process 168 orders into our client’s new Order Management system, QuickBooks Enterprise accounting software, then upload delivery details to the new Routing and Delivery Optimization web application. There were 5 orders that were rejected due to unsuccessful geocoding which was the result of incorrect delivery address information being provided by customers.
All orders received for next day processing are processed and ready for review before the first employee arrives at the office each morning. The amount of time saved by this automated business solution has enabled our client to begin focusing on their new customer growth objective which has already increased by 33.3%.