Office Gurus Apparel Company Order Entry Case Study

Apparel Company– Order Entry

Case Study 104-Order Entry Accuracy

In 2008, we saved our customer just over $2.2 million in direct operating costs in addition to $400,000 savings they realized because of significantly decreased error rates in order entry.  These savings coupled with an improved customer experience has cemented a mutually beneficial strategic partnership.

Client Profile:

USA based apparel company

The Challenge:

Our client was faced with the challenge of reducing operating costs without negatively impacting the timeliness or accuracy of their customers’ orders being entered into their ERP system.  Our client was receiving between 9,000 and 13,000 orders per month.

Why our customer outsourced to The Office Gurus:

Our customer needed a low cost / quality solution that could be delivered from a near shore location.  The Office Gurus was able to meet all of these requirements; as well as, integrate document management technology that kept the process a seamless and “green” as possible.

The Process:

The Office Gurus sent a team to our customer’s location in order to learn their system, document processes, and become familiar with their culture and terminology.  Part of this process included understanding their technology and figuring out the most effective way to transition inbound calls to our center; as well as, route incoming faxes and emails into our document management system.  The use of a VOIP system and VPN technology allowed us to become a true extension of our customer’s office by utilizing their current local and 800 phone numbers, routing email and faxed in orders directly into our document management system, and entering orders directly into their ERP system.

The Result:

Our customer had extremely high expectations for our performance. Within the first two months we were exceeding their current metrics in regard to the time it took from receipt of the order until it was entered, and an increase in order entry accuracy was realized almost immediately.  Entry time was reduced by more than half.  More compelling than entry time was that in 2008, The Office Gurus entered 112,402 orders with an average accuracy rate of 99.6% or a .4% error rate.  This compared more favorably to our customer’s in house error rate of 1.5%, which equated to a nearly 75% reduction in order entry errors.  This saved our customer more than $400,000 annually in credits and returns.