Saturday, 11th July 2020

Sun Chemical selects OpenText to improve customer service and experience with machine learning

OpenText Business Centre for SAP® digitises sales order processes to increase operational efficiency.

Sun Chemical, a member of the DIC group, has selected OpenText™ Business Centre for SAP® Solutions to transform their customer experience and service. With OpenText Business Centre, Sun Chemical can automate data-heavy customer service processes, freeing more time for high-value customer engagement. Advanced machine learning will reduce setup effort and drive greater automation and efficiency over time.

“Customer service representatives spend an average of 30 to 40 percent of their time on data entry,” said Carrie Proffit, director of customer services at Sun Chemical. “Applying technology from OpenText will allow us to automate the time-intensive sales order process, and with machine learning capability, to continuously improve efficiency. More importantly, this will enable our team to spend more of their time delivering a truly exceptional level of customer service.”

Sun Chemical is a recognised leader in printing inks, coatings and supplies for the packaging, publication, commercial, industrial, and digital markets. Together with DIC, Sun Chemical has annual sales of more than $7.5 billion and over 20,000 employees located in 63 countries. The deployment of OpenText Business Centre for SAP Solutions will help Sun Chemical customer service representatives to focus on higher value sales and customer-facing service, rather than manual data entry, which is both time consuming and prone to human error.

OpenText Business Centre for SAP Solutions provides tools necessary to move from manual, document-centric processes to fully automated digital processes more quickly and effectively. The solution captures and validates information from multiple incoming source to initiate the SAP process. Deep integration with SAP facilitates accuracy of data, while advanced machine learning minimises setup effort and drives higher automation rates over time. Digitising processes with OpenText Business Centre assists our customers in preventing costly re-work due to input errors and helps keep their sales and service employees where they belong, working with customers.

“We’re committed to improving performance on the essentials of business,” said Simone Edwards, global business process analyst at Sun Chemical. “The fact that we will be able to customise and adapt the solution to our unique business needs, with the OpenText Professional Services team available to help with deployment, made OpenText the ideal choice.”

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