Esker Synergy AI, a suite of technologies including neural networks, machine learning, and LLM capabilities, is designed to automate mundane tasks for Customer Service Representatives (CSRs) in B2B environments, allowing them to focus on higher-value customer interactions. Esker emphasises a purposeful and responsible approach to AI, with a focus on data security, sustainability, and integration into existing solutions. Read on for some inspiring AI-Powered B2B Customer Service Success Stories.

Britvic was founded in the 1930s and has grown into a global organisation with 39 iconic soft drink brands sold in over 100 countries. These brands include Robinsons, Tango, J2O, Fruit Shoot, Purdey’s and many more. In Great Britain and Ireland, Britvic has the exclusive licence with PepsiCo to make and sell Pepsi MAX, 7UP, Rockstar Energy and Lipton Ice Tea.

Objectives:
Britvic, aimed to improve its order management process to address the following:

• Greater visibility for the Customer Service team
• Improve workflows and streamline operations
• Decrease manual interventions
• Reduce input errors from complex, multi-line orders
• Increase team morale
• Enhance supplier satisfaction

The primary goal was to reduce manual data entry and errors, accelerating order processing and improving efficiency.

Results:

• 66% reduction in order entry errors, even as order volume increased
• 100% visibility of the entire order process
• Order processing time significantly reduced
• Error-prone fields reduced from 5% to 1.5%
• Order volumes increased from 1,300/month (2021) to 3,000/month (2023)
• €26,000/year saved from improved order handling in Ireland
• Higher team morale and better workload distribution
• Improved customer and supplier satisfaction
• Expansion of Esker solution to international teams, expected to add 43,300 more orders/year

Stelrad has been the UK’s number one radiator manufacturer since 1936. The radiators are made at its factory in South Yorkshire on three manufacturing lines, operating daily. Stelrad produces over 2.5 million radiators for homes and industry each year, serving the UK and Ireland. Stelrad wanted to enhance its order management.

Objectives:

• Automate order management for growth
• Utilise AI to eliminate errors
• Upskill staff for customer service roles
• Reduce customer complaints

​Results:

• 64% of orders processed touchless
• The average order entry time has been reduced to 55 seconds per order
• Employee motivation has increased
• Errors and complaints have decreased
• Customer relationships have improved
• Stelrad has reduced its environmental footprint by eliminating the need to print each order.

C&P Medical Trading Ltd is a national wholesaler established in 1998. The company specialises in supplying essential medical supplies to a number of sectors including Private Healthcare, Pharmacies and the NHS.

The Company was faced challenges with inefficient, manual order processing, including varied order formats, missing details, and extensive manual data entry and archiving. This led to delays, errors, and frustration for their Customer Service team. To address these issues, C&P Medical implemented Esker's Order Management solution.

Objectives:

• Speed up order entry
• Enable the team to focus on higher-value tasks
• Enhance customer communications
• Improve environmentally-friendly practices

​Results:

• Achieved a 98% automation rate in one year, moving from a completely manual system
• Reduced average data input time by 60%
• Orders are processed faster, averaging 3,000 orders a month
• Increased time available for staff to spend with customers, improving customer service and relationships
• Customer order confirmations are automatically sent via email
• Increased process visibility and real-time reporting through easy-to-read dashboards and weekly reports
• Reduced costs by eliminating printing, filing, and storing of orders
• Improved team morale and company green credentials

​Why This Matters

The B2C mindset is bleeding into B2B. Your customers expect rapid, personalised service — and AI makes it possible. But AI isn’t about replacing your team. It’s about freeing them up to shine.

At Esker, we call this positive-sum growth. Everyone — from the CSR to the customer — benefits.
So the question isn't if you should embrace AI, but how soon can you start?

Read more Customer Success Stories here, or Contact Us to learn more or for a free demo.