Case Summary
The client processes 25,000+ orders per month across regions through emails, portals, and EDI. Orders require validation, pricing checks, credit approvals, and delivery-date commitments before the data is updated on multiple ERP systems. This was resulting struggles with operational inefficiencies in its Order Management (OM) function.
The organization addressed highly manual, error-prone order management operations through a domain-led transition, strong governance, and AI-driven automation. This reduced manual effort, improved accuracy, strengthened cross-functional alignment, and enabled faster, more responsive customer interactions.
Business Challenge
The Order Management process was highly manual and fragmented:
- Manual PO validation and ERP entry led to errors, duplicates, and incomplete orders
- Delivery-date mismatches due to lack of real-time coordination
- Heavy reliance on email-based communication across siloed teams
- Limited visibility into order status, impacting customer experience and responsiveness
The Solution
An AI-driven order processing framework was implemented to streamline and modernize the OM function.
Key elements of the solution included:
- Automated PO extraction and validation
- Autonomous ERP order creation in multiple ERPs.
- Intelligent workflows for inventory availability and credit checks
- GenAI-powered communication for automated acknowledgements and proactive customer updates
This approach demonstrates how Intelligent Automation and AI & Data Engineering can be applied to streamline complex order management workflows and improve operational efficiency at scale.
