Pfizer customer service improves productivity and response time by electronically capturing and automating customer order processing.

Pfizer France has implemented its business applications for capturing and automatically processing orders using ITESOFT.FreeMind for Orders. With over 106,000 employees worldwide, including 3,600 in France, and global revenu of around $48 billion, Pfizer is one of the leading medicine companies in the world.

Pfizer France is fully aware that its responsiveness for customer orders, such as from hospitals, pharmacies, and distributors, is a determining factor for generating customer satisfaction and loyalty. In the mid 1990’s, the company chose to invest in several projects for capturing customer orders electronically, notably the EDIPhast project which was part of Club Inter Pharma, the Hospitalis extranet portal created for hospitals.

In 2005, Pfizer made the decision to follow-up on these initiatives by acquiring an electronic capture solution to handle its 100,000 annual incoming fax orders sent by hospitals and clinics.

Alain Dubourg, Pfizer France Customer Service Director says: “We are faced with several critical requirements. First of all, we need to accelerate order processing while optimising the resources assigned to this basic task in order to respect our customer obligations and business objectives. At the same time, Pfizer is regulated by Sarbanes-Oxley financial security laws, and we need to be able to guarantee complete monitoring and integrity of documents and data thoughout the processing cycle.”

Pfizer chose ITESOFT.FreeMind for Orders and launched production in February 2007. “We have to deal with a wide range of heterogeneous customer order forms, and pay particular attention each customer’s individual “standards” for filling in orders,” says Alain Dubourg. “Beyond the challenges of interpreting data, it was essential for the chosen solution to be able to intelligently prepare sales follow-up on orders, including delivery and billing. It also needed to take into account specific aspects of our business, such as VIP customers with priority handling, specific packaging for deliveries, replacement articles when items are out of stock, personalized messages on packing slips, and more. With its ITESOFT.FreeMind for Orders business software, ITESOFT is the only provider able to handle all these requirements.”

ITESOFT.FreeMind for Orders captures all orders sent by fax, paper, and e-mail. It automatically identifies the sender and verifies order information, then feeds data into the Oracle e-Business Suite ERP solution in order to trigger delivery and billing phases.

One of the key features in ITESOFT.FreeMind for Orders is its knowledge base, which stores customer information and product information as well as each customer’s standard forms. The knowledge base is automatically enhanced on an ongoing basis, providing continuous improvement in productivity and maximising automatic order interpretation.

“The most significant improvement provided by the system is increased productivity. Thanks to reliable and automatic data entry, orders are processed faster with fewer dedicated resources,” says Alain Dubourg.

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