Valrhona automates 95% of emailed customer orders with Esker

Valrhona, a French chocolate manufacturer, receives over 100,000 customer orders a year across 120 countries, with seasonal fluctuations and orders arriving by phone, email and forms. Previously, 90% of its orders were processed manually, which placed a significant strain on its Customer Service teams.

Valrhona implemented Esker Order Management, an AI-powered solution that automates order capture, data extraction and integration into its SAP system. It was implemented in three months before being gradually rolled out to subsidiaries in the U.S., Dubai and Japan. Valrhona's internal teams carried out the international rollout independently.

In just three months, Valrhona reached 95% automated processing of customer orders received by email. Data entry errors are 4x fewer, and order processing is 3x faster, from 2-3 minutes to 46 seconds on average. The head of customer services says the team now uses the saved time to anticipate needs and to follow up with and track customers' activity.

• Automate the email channel end to end, from order capture through data extraction to ERP entry.
• Direct the time saved toward customer follow-up and advice so automation improves service as well as speed.
• Valrhona's internal teams carried out the international rollout independently, adding subsidiaries in the U.S., Dubai and Japan.