allnex transformed its customer service operations, automating 70% of sales orders

Who is allnex?

allnex is a leading manufacturer of coating resins. They work with manufacturers worldwide to protect their products from damage, from a can of soda to plastic parts in cars. allnex employs more than 4000 people, has 33 manufacturing facilities and 23 research and technology support centers globally, and serves customers in more than 100 countries.

Business objective

allnex is on a global digitalization platform led by its Digital and IT Director Jilles Eissen. His goal is to digitize and automate as many processes as possible. They started their Rossum implementation by automating sales order processing with several goals in mind:

• Free up their customer service team’s time
• Reduce the number of errors when processing documents
• Increase customer satisfaction

“Humans are not meant to sit and type data into systems for hours every day. Instead, our customer service teams can serve our customers better.”

Jilles Eissen, Global IT & Digital Director.

What was the challenge

allnex was dealing with a complex document processing environment characterized by:

• Orders from customers worldwide, each using unique purchase order templates and formats
• Multiple languages and regional variations (including different date formats)
• High volume of documents (3,600-4,000 monthly)
• Need for both speed and accuracy in data extraction
• Customer service representatives spending valuable time on manual, repetitive tasks

Solution and results

At this time, allnex has achieved 70% touchless order processing thanks to Rossum’s end-to-end document processing which includes data ingestion from email attachments, data transformation and validation, and data transfer to their ERP system.

“Our customer service team is equally excited with Rossum. They enjoy how Rossum user interface simplifies their workflow, and now their manual, repetitive tasks are fully automated.”

Artjoms Rozentals, Data Engineer.

The future

allnex is actively expanding their use of Rossum as part of their global digitalization strategy, with several key initiatives underway and planned for the near future, including onboarding customer service teams in APAC and adding a new document type for automated processing: Certificates of Analysis.