Digital Transformation Success Story: How Bristol Myers Squibb Accelerated Their Process Excellence Journey with AI-Driven Order Management Automation

There are few business processes as vital to customer satisfaction as order management. Encompassing the entire customer lifecycle from ordering to fulfillment, order management systems orchestrate a complex set of operational processes, workflows, people, technology and partnerships.

Due to the complexity of the order management lifecycle, many organizations still rely on manual touchpoints to complete critical processes such as order preparation, data entry and archiving. They do so, however, at their own peril. Not only are manual processes slow and cumbersome, but even small human errors can result in significant delivery delays, payment failures, incorrect shipments and, ultimately, unhappy customers.

By replacing the error-prone, manual order entry process with an AI-powered automation, organizations can reduce errors by 80% and increase efficiency by 62%, if not more.

Join us for a live webinar hosted by Esker Business Development Manager, Dean Bearman, as he outlines practical strategies for leveraging AI-driven automation within order management. What’s more, you’ll see how Esker customer Bristol Myers Squibb did exactly that, allowing them to: 

• Achieve an automation rate greater than 95%, freeing up employees to focus more on value-driven customer experience initiatives 
• Seamlessly upskill and onboard 100+ business users
• Utilize technology combined with SAP/4 HANA logic to ensure optimal order accuracy and drive operational excellence

Save your seat now to discover how to evaluate current customer service processes, find opportunities for process improvements, and leverage technology to not just withstand disruptions, but improve company performance in the midst of them.

Speakers

Dean Bearman
Business Development Manager
Esker

Dean has completed 3 different stints with Esker starting out in Northern Europe followed by 5 years in APAC and last 13 years in the US. His focus has been helping enterprises unlock the potential of process excellence in order management by leveraging Esker’s platform. When not at work you can find him snowboarding in his spare time.

Lori Armendariz
Associate Director, Global Process Owner, O2C
Bristol Myers Squibb

Lori Armendariz is currently an Associate Director and Global Process Owner for the Order-to-Cash (O2C) process within Bristol-Myers Squibb. She is responsible for the development and execution of the Global O2C Digitalization Strategy with the objective of maximizing the efficiency / automation of order entry and invoicing processes plus the future state implementation of O2C for Global Cell Therapy. She is also accountable for a maintaining a strong Internal Control environment within O2C. Since joining BMS in 2014, Lori has held numerous leadership roles in the Business Controls Function, Program Execution in Record to Report, Program Execution for O2C and most recently in the O2C Global Process Owners team. Notably, Lori led the User Acceptance Testing and Data Migration Teams for Global Finance during the upgrade of SAP ECC to SAP S4 HANA among other key projects. Prior to BMS, Lori held numerous positions at PPG Industries as a member of the Finance Leadership Development Program including Internal Audit, Financial Analyst and Business Project Manager. Lori graduated from Kent State University with a Bachelor’s Degree in Marketing and International Business, and with an MBA in Finance. She is also a Certified Fraud Examiner.

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