What impact doesISSUE MANAGEMENThave on your company?

www.sopondemand.comLearn more about issue management:

www.esker.com

Handle customer issuesthe smart way

With Esker, CSR teams can manage customer issues while maintaining full process visibility, from order creationto product reception. Using the same interface as their customer orders, CSRs have the ability to log,

track and manage every claim — improving efficiency by completely automating issue management workflows.

Esker’s dashboard metrics provide clear and up-to-date information on the number of complaints awaiting resolution.Consolidated reports enable managers to accurately analyze, detect and quickly fix “problem areas”

in the process, which directly impacts financial performance and customer satisfaction.

SHIPPING ADDRESS: OK √

REFERENCE ADDRESS:

OOPS, THIS ONE’S WRONG;NEED TO CORRECT IT.

TOTAL AMOUNT: OK √

Issue Details-----------------------------------

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ApproveReject

Manager

ABC PHARMA: MONTHLY QUALITY REVIEW MEETING THE FOLLOWING WEEK.

A NEW CUSTOMER ISSUE IS CREATED AND SENT TO THE MANAGER FOR APPROVAL. IN THIS CASE,A REPLACEMENT PRODUCT WILL BE SHIPPED OUT IMMEDIATELY FOR SAME-DAY DELIVERY WITH A 10% DISCOUNT.

ABC PHARMA: WEDNESDAY MORNING, 6:04 A.M.

OUR DASHBOARDSCLEARLY INDICATE THAT

WE HAVE A PROBLEM WITH OURDELIVERY SERVICE. THIS IS THE THIRDTIME WE’VE EXPERIENCED PROBLEMS.

WE NEED TO CHANGE DELIVERYCOMPANIES OR I’M WORRIED

WE’LL LOSE CUSTOMERS.

BASED ON THESEDASHBOARDS, WE CAN SEE THAT

OUR NUMBERS ARE UP THIS QUARTER,BUT IF WE CAN’T DELIVER PRODUCTS

ON TIME AND IN THE BEST CONDITIONS,WE’RE SABOTAGING

OUR PROGRESS.

ADVENT MEDICAL DISTRIBUTORS: MONDAY MORNING, 9 A.M.

EVERYTHING LOOKSGOOD TO ME.

ORDER’S ALREADYIN THE ERP SYSTEM.

SENDING DELIVERYNOTIFICATION.

ADVENT MEDICAL DISTRIBUTORS: WEDNESDAY MORNING, 9:30 A.M.

YES, DAMAGED!I’M SENDING YOU

A PHOTO RIGHT NOW.I NEED MY ORDERREPLACED ASAP.

I AM SO SORRY. WE WILL TAKECARE OF THIS IMMEDIATELY, ANDREST ASSURED, IT WON’T HAPPEN

AGAIN. YOUR BUSINESS ISEXTREMELY VALUABLE TO US.

GREAT, JUST IN TIME.THANK GOODNESS THEY

WERE ABLE TO TAKE CARE OFIT SO QUICKLY AND EXTEND

A DISCOUNT FOR THEINCONVENIENCE!

ADVENT MEDICAL DISTRIBUTORS: WEDNESDAY AFTERNOON, 4:30 P.M.

A day in the life ...

TIME TO PREPAREOUR NEXT SHIPMENT FOR

ST MARY'S HOSPITAL —LOOKS LIKE WE'RE RUNNING

LOW ON TEST TUBES.BETTER PLACE AN ORDER

THIS MORNING.

ABC PHARMA: MONDAY MORNING, 9:18 A.M.

HERE'S A NEWORDER FROM ADVENT

MEDICAL DISTRIBUTORS.LET'S GET THIS PROCESSED

IMMEDIATELY.

,

Does your company suffer from any of these pains?§ Multiple and/or complex issue management systems§ Poor communication between services § Little to no customer issue follow-up

If so, it’s likely you’re also dealing with:§ Errors resulting from manual claims handling§ Frustrated customers lost to competition§ Damaged reputation and financial losses

What can be done? Esker’s Order Processing solution features an electronic issue management tool that eliminates these common pains and improves global customer satisfaction. Continue below to find out how!

CUSTOMER

ISSUEMANAGEMENT

ORDERMANAGEMENT

ISSUEMANAGEMENT

REASONS FOR ISSUE AREANALYZED & FIXED

ISSUEIS RESOLVED

CSRs RECEIVE ORDERSIN ANY FORMAT

CUSTOMERCOMPLAINS

ISSUE IS CREATED

EXCEPTION DETECTION& APPROVAL

ARCHIVE & ACCESSWHEN NEEDED

DATA ISANALYZED

DATA ACCURACYIS VERIFIED

RELEVANT DATAIS EXTRACTED

FOLLOW-UPIS CONDUCTED

How issue management works

ESKERAUTOMATICALLY

READS, EXTRACTS, CHECKS DATAAND PRESENTS

THE ORDER TO THE CSR,

ENABLING HIMTO DETECT

DISCREPANCIESOR ERRORS

BEFORE VALIDATION.

BenefitsA win-win situation for both your company and customers:

IMPROVEDCUSTOMER SERVICE

HAPPIER STAFF MEMBERS

FULL PROCESS VISIBILITY

CUSTOMIZED WORKFLOWS

RAPID IMPLEMENTATION

ONE COLLABORATIVE

INTERFACE

REAL-TIME KPIS& DASHBOARDS

YOU’VE GOT TO BEKIDDING? THEY CAN’T BESERIOUS. THIS IS TOTALLY

UNACCEPTABLE. JUST WAITUNTIL THEY HEAR

FROM ME.

LEVERAGE PAST SOLUTIONS

HIGHERSATISFACTION RATES

Using the same Esker interface where orders are processed, companies can extend automated efficiencies to customer issue management — streamlining all essential phases of their process.