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Mendix

Industry - Manufacturing / Consumer Goods

Region – EMEA

Customer Purchase Order Automation

Core takeaways

  • Automated order management by integrating Mendix with SAP A2X connections.
  • Improved customer visibility, control, and efficiency in purchase order processing.
  • Eliminated manual intervention, reducing errors and processing delays.
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Business challenge

The company’s order processing for Non-B2B and B2B customers was highly manual and inefficient:

  • Non-B2B Customers:
  • Sent purchase orders via email.
  • Customer Service Representatives (CSR) manually created sales orders and scheduled agreements.
  • Delivery confirmations, invoices, and pricing details were shared manually.
  • B2B Customers:
  • Orders sent via EDI triggered IDOCs in SAP, creating sales orders automatically.
  • CSR had limited visibility and manually checked order statuses.

This led to several issues:

  • Lack of visibility in end-to-end order processing.
  • Too many manual touchpoints, increasing error rates.
  • Order cancellations were out of customer control.
  • CSR dependency on multiple teams for issue resolution

Solution overview

The Mendix-based automation streamlined the entire order management process:

  • Customers gained self-service access via the Mendix Application.
  • SAP A2X integration enabled real-time retrieval of customer and order data.
  • Features included:
  • Create/View Purchase Orders
  • Track Order Status & Delivery Updates
  • Cancel Orders (as per supplier guidelines)
  • Manage Returns & Invoices (PDFs)
  • Credit Notes & Payment Integration

Key success metrics

  • Enhanced visibility into order processing for both customers and CSRs.
  • Reduced manual intervention, minimizing errors and delays.
  • Faster issue resolution with automated notifications.
  • Improved customer satisfaction with self-service capabilities.

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