A customer service team of 65 agents for a distributor achieved 80% increase in productivity through digital transformation


One of the largest distributors of animal supplies company in the US.

Challenges & Goals

A leading distributor’s Customer Service team of 65 agents that were spread across five geographical regions in the US to take care of order entry and processing. The process was manual and complicating matters further, the team had to use four different Enterprise Resource Planning (ERP) systems for order entries and related tasks. With the majority of their time spent on entering order shipment data into their ERPs, the agents only spent less than 50% of total time on their core function of customer service activities that would allow the business to meet its projected growth targets.


  • Our team started with a comprehensive discovery to evaluate the current processes, systems used for order entry and processing and identify constraints, bottlenecks and opportunities for process standardization.
  • Order entry and management processes were standardized and streamlined across all regions to ensure consistency and efficiency.
  • We developed a proprietary web-based application as a single source for order entry and processing that allowed the agent to upload a wider range of orders despite multiple ERP systems in place. (Consolidation of ERP systems was taken as part of analytics and BI project)
  • Effectus’ Business Process Outsourcing team took over the entire process of order entry to free-up the agents to focus on core customer service activities.
  • The entire project was implemented and made live within seven weeks, including the time to test the new web based application and on-board an order entry team with training.


The entire process of order entry and processing was re-engineered and supported by a web application, which resulted in significant time savings for customer service agents, increased the speed of order processing and improved efficiency with a direct impact on the bottom line. Within 30 days of implementation, Effectus’ BPO team was successfully processing orders that consisted of more than 100K lines/week. The customer service agents now spend 90%+ billing hours on core customer service activities (vs less than 50% earlier) and meeting growth targets.

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Sam Billings
VP Operations, Gatorade

Areas Effectus Worked In

Process Re-engineering
Enterprise Application Development
Business Process Outsourcing (BPO)
KPI and SLA Monitoring
Change Management and Trainin

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