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In today's real time, online world, customers demand a fast, transparent order filling. UPM keeps the finger on the digital pulse with the introduction of its new Eder-Services, which offers a smooth and intuitive 24/7 paper experience.
text by silja kudel
to say that digital technology radically radically changes radically, as we distinguish business is an understatement. With customers who grow more digital Savvy, demand is growing exponentially for demanding online customer service.
For well over a decade, UPM is driven by the curve as a digital pioneer and offers a range of online tools that is unsurpassed in the paper industry.
The digital trip from UPM started with its user-friendly digital (col) -pright portal (col), the functionalities that are clearly tailored to the needs of the individual customer. This user-friendly portal offers paper customers with full access to their inventory and account history, invoicing and status of the order.
"Through Col, our customers can log in to their personalized dashboard and check themselves themselves what ordered, delivered and charged. You can also browse products, perform different transactions, requires claims and request samples," explains brand Hatfield , director of e-business at UPM Paper Ena.
only a few clicks removed
With Col steadily, the popularity will win this year a new digital milestone for UPM with the introduction of Eorder, a new online shopping tool of 24/7, which Colvers only information sharing.
Easy to master, time-saving and easily, this new tool allows customers to order papers anytime and anywhere - whether at six o'clock in the morning or ten at night - literally as easily as any other type of online shopping.
With Ordentum, the customer simply logs in, seeks the digital catalog, selects the product, selects the desired quality and delivery date and sends the order, all in a few simple clicks. The order is then processed immediately.
"What is really nice is that the order goes directly into our SAP system - that's the really big change. Customers do not have to send us by e-mail and wait for us to check our capacity. With The new tool is automatically aligned with our processes, "explains Hatfield.
Since Eder is integrated, UPM is integrated with the existing information infrastructure, provides a reliable real-time feedback on UPM's order filling features. The risk of errors is minimized because the system automatically scans the input for potential errors.
fast track to satisfaction
With proper, UPM, the promise to the customers can be guaranteed in the middle of the order of the order - with unprecedented speed, transparency and convenience.
"The Eder-Tool is more than just a practical order channel. The order is automatically bound to our business processes, so we can offer a quick, accurate order confirmation - which of course means improved service and faster customer satisfaction."
The official external rollout of Eerder began at the beginning of 2017 after being pursued by customer studies last year, while the UPM cooperated with selected customers to deepen insights and deepen the system for a smooth user experience and the system for to deepen a smooth user experience..
The first feedback from customers was very encouraging. "If you can use Amazon, you know how to order an order with doctors, it's not more difficult. And you can see the delivery date immediately; You do not have to wait for a confirmation," explains Bastian Steinmetz from Steinmetz places in Schenefeld, Germany .
will replace digitally face to face?
For as enthusiastic how Hatfield is about the new digital interfaces of UPM, he says that UPM does not intend to move the entire business online. The personal service also remains part of the portfolio, as the paper business is basically a folk business.
"With digital channels does not mean our contact with our customers will change as a whole. We always wanted to offer decisions and build alternative channels for our customers to work with us, but that does not mean that digital platforms do this Replace the traditional face-to-face service always replace. "On the contrary, confirmed Hatfield: "If Routine are processed repeated tasks about the automated self-service, it frees more time for our sales teams to provide a better, personalized service and focused and proactively to be over new ones to talk products and services. "
Mobile first mindsetIf you are asked to predict the "Next Big Thing" in UPMS digital offer, Hatfield fires a quick answer: "Mobility is a big growth area. Mobile apps are the new standard, so we can easily reach our digital services. We Also search for ways to improve our communication with customers by adding functions such as an online customer chat to our Col-Portal. "
upm's goal is to finally bring all customers regularly with customers online (Col). "We would like to grow our active customers this year so that until the end of 2017 can arrange as many as possible. The external implementation will be expanded in years to be based on our experiences this year," unveiled Hatfield..
With a few competitors that offer comparable resources or platforms, UPM should remain for the foreseeable future of clear digital precursors. "We offer digital services beyond another paper producer. We can refer to the industry 'Best Practice' in the industry," concluded Hatfield.
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