The right way to handle golden nuggets: Smart management of customer inquiries. In an interview with Dr. Rafael Arto-Haumacher, Country Manager at Esker Software Development and…

It is not uncommon for customer inquiries to go unanswered because, for example, they are not forwarded to the relevant staff who can answer the respective questions or because the entire workflow is missing.

Esker, a globally operating provider, offers a solution for managing customer inquiries (Customer Inquiry Management). It supports customer service departments in reviewing customer inquiries that arrive in their email inbox. With the help of automated classification and forwarding of inquiries, Esker provides customer advisors with a collaborative platform for tracking all customer inquiries and easily identifying opportunities for process improvement in their daily activities. The application can be seamlessly integrated into Esker’s order processing solution to automatically filter out orders and order-related questions from the email flow.

Esker offers a global cloud platform for automating document processes and supports finance and customer service departments in their digital transformation in the areas of Order-to-Cash (O2C) and Procure-to-Pay (P2P). The solutions are used worldwide and include technologies such as artificial intelligence (AI) to increase productivity and transparency within the company, thereby strengthening collaboration between customers, suppliers, and employees. The interview with Dr. Rafael Arto-Haumacher therefore provides many impulses on the correct handling of customer inquiries in customer service, the use of AI, the handling of complaints, and the importance of all these processes for customer satisfaction.

DIGITAL FUTUREmag: Mr. Dr. Arto-Haumacher, focusing customer inquiries on an automation solution is an interesting matter. Why is it necessary to automate these inquiries?

Dr. Rafael Arto-Haumacher: A large number of customer inquiries reach companies every day, and it is important to answer them quickly, correctly, and satisfactorily for the inquirer. Feedback from our customers shows that this often fails because processes and structures are not transparent. Based on the needs of many companies to get a grip on emails, Esker, together with customers, has developed the new solution extension. Customer service departments receive support in reviewing customer inquiries that arrive by email – a kind of digital assistant. The idea of process improvement and collaborative collaboration is the focus here. Our concept of Positive-Sum Growth – where all parties involved benefit – is reflected in this approach and strengthens companies’ resilience, especially in exceptional times.

DIGITAL FUTUREmag: Could you briefly explain to our readers how a mature software for customer inquiries works?

Dr. Rafael Arto-Haumacher: The add-on helps customer service departments process inquiries more quickly so that employees can focus on their core tasks again. Conventional email applications often cannot handle the countless messages that reach customer service inboxes. Eventually, emails end up in various folders, so that an employee spends hours sorting them and forwarding them to the correct recipient. There is a lack of transparency regarding the processing status, and it is difficult for other customer service agents to step in if needed. Automation ensures that the inquiry process runs in a structured and transparent manner in 4 steps:

RECEIVING INQUIRIES: All customer inquiries sent to customer service via email are received directly on Esker’s on-demand platform.

INQUIRY CLASSIFICATION: Esker’s AI engine classifies the various customer inquiries into categories specific to each supplier (e.g., inquiry, order, status request, complaint, etc.).

INQUIRY ROUTING: Orders and order-related questions are forwarded to Esker’s order processing solution. Other inquiries are forwarded via email to other individuals or departments according to predefined rules, but can still be prioritized differently by the authorized email triage agent on a case-by-case basis.

CONTINUOUS IMPROVEMENT: Users gain 100% transparency over the customer inquiry process, can perform data analysis, and identify weaknesses in the process.

DIGITAL FUTUREmag: To what extent can the capture of inquiries also be integrated into other systems?

Dr. Rafael Arto-Haumacher: The customer inquiry tool is another component of our Order-to-Cash suite, which can be connected to any ERP system. Using the same interface that is also used for order processing, companies can extend their already automated workflows to manage customer inquiries and efficiently streamline all key phases of their process. Esker’s Order-to-Cash, or O2C, platform enables companies to seamlessly manage all customer interactions through a single, centralized platform. From credit management and customer management to order processing and invoicing, all the way to receivables management, payment, and payment allocation, Esker provides its users with an integrated end-to-end platform to increase efficiency and create added value at every stage of the O2C cycle.

DIGITAL FUTUREmag: When capturing customer inquiries, you already use Artificial Intelligence (AI). What sustainable benefits do users gain from this?

Dr. Rafael Arto-Haumacher: Esker’s O2C offering is based on AI technology and is designed to eliminate repetitive tasks, improve accessibility and communication, and strengthen customer relationships. The AI-driven data recognition actively supports users in managing customer inquiries. For example, deep learning methods are used to better recognize first-time inquiries from new customers. Machine learning then ensures that the system automatically learns from user corrections and continues to evolve. The benefits are clear: improved data quality and a processing workflow that leads to greater satisfaction for both users and customers.

DIGITAL FUTUREmag: What criteria are used to sort and prioritize inquiries related to quotes, orders, or even complaints?

Dr. Rafael Arto-Haumacher: To enhance the process, Esker’s Customer Inquiry Management solution uses AI functions to categorize emails as inquiries, orders, status requests, transfers, or complaints. These categories can be highly specific depending on the supplier and can be defined by the user. Once classified, inquiries can be responded to using predefined email templates or forwarded via email to the relevant person, department, or associated process. Inquiries are processed promptly to maintain good customer relationships. Thanks to automation, customer service employees gain more time to focus on higher-value tasks that directly impact customer satisfaction.

DIGITAL FUTUREmag: In larger companies, we can imagine that very large volumes of data are generated. To what extent can the entire customer inquiry process be leveraged for data analysis, for example, to develop new products?

Dr. Rafael Arto-Haumacher: Esker’s order-to-cash solution is equipped with intelligent dashboards that provide full transparency across the entire process and display real-time metrics to monitor and analyze customer inquiries by type, date, or customer. Customer advisors can quickly identify necessary process improvements. In this context, our customers are empowered to conduct in-depth analyses of their order-to-cash processes. These insights are valuable for customers across various industries and fields of activity, enabling them to expand their strategic perspective to include order processing and customer inquiries.

DIGITAL FUTUREmag: From when would you recommend that companies start looking into automated routing of customer inquiries?

Dr. Rafael Arto-Haumacher: Every customer service department should review its workflows to process inquiries more quickly. It's clear: time is money. The faster and more transparent the process, the better the business runs. In addition, expanding our Order-to-Cash Suite with the Customer Inquiry Management solution aligns with our positive growth strategy, as it helps both suppliers and customers build closer relationships and improve the efficiency of their business processes. We support customer service departments in doing more strategic and better work while providing customers with an optimized experience. This benefits everyone involved.

DIGITAL FUTUREmag: There is a very large market in which you are already very well positioned. Many thanks for these insights into your work and your offering.