Alcon eliminated error-prone data entries by integrating SAP and Salesforce using Liquid UI.

Products: Liquid UI for SAP GUI | Liquid UI Server
Processes: Efficient SAP SD | Efficient SAP MM


Background

Alcon, a pioneering American global medical company, specializes in innovative eye care products. Headquartered in Switzerland, its net worth is $7 billion and it employs more than 20,000 associates in 74 countries. With cutting-edge innovation and breakthrough technology, it has been changing the way eye diseases and conditions are treated.


Challenge

  • Transaction-intensive process of creating the sales orders
    • Cause: The CSRs had to navigate through 20+ screens and fill in all the necessary details to complete a sales order. In addition to this, CSRs were required to sail back and forth to find the required information. Also, Alcon accepted the orders on the phone.
    • Effect: This inflexible and overwhelming process of creating sales order resulted in a considerable drop in employee productivity and impacted customer service as their customers had to wait on the phone while their orders were being processed.
  • Time-consuming and arduous flow of distinct order types
    • Cause: The sales order process included more than eight different order types, and each order type has a corresponding flow. To create/edit a sales order, users had to administer the changes manually and enter each value in the necessary fields according to the flow.
    • Effect: Manually entering, reviewing, and remembering the order details made management of orders inconvenient, time-consuming, and complicated.
  • Lack of comprehensive dashboard functionality made the daily business tasks taxing
    • Cause: Alcon´s users used an SAP custom dashboard for their daily business tasks. This dashboard was not full-fledged and needed to be integrated with other solutions. On top of this, it had redundant and unnecessary fields.
    • Effect: Dashboard dependency on manual computation increased the processing time and affected overall operational efficiency. The presence of redundant and unnecessary fields caused data entry errors.
  • Laborious error-prone entries from Salesforce to SAP
    • Cause: The users had to manually transfer material order information from Salesforce to SAP for further sales order processing.
    • Effect: Due to manual data being transferred back to SAP, users had to enter data twice and this resulted in delays and inaccurate information.


Solution

  • Liquid UI for SAP GUI streamlined Alcon´s SD and MM processes. Also, enhanced their underlying dashboard functionality, which enabled CSRs to complete their daily business tasks easily.
  • Liquid UI facilitated integration from Salesforce to SAP allowing the users to load data directly into SAP.
  • Liquid UI enabled Alcon to combine multiple screens and reduce the number of fields. This reduced the data entry burden and training time for users by 50%.
  • This optimized solution made the workforce more efficient, making it easy for users to find information, reducing the time required to complete an order while boosting customer service.
  • Alcon loved the newly self-regulated sales order process with which the summary screen now contains all the necessary information. The fields are now auto-populated based on the user´s actions.
  • Furthermore, programming logic is automatically computed based on order types thus removing any manual computation and unnecessary data entries.
  • Alcon CSRs now enjoy comprehensive and improved dashboard functionality. With a single click, CSRs can now trigger enhanced Liquid UI functionality from an SAP custom dashboard.
  • With this intuitive dashboard, redundant fields are hidden, and a defaulted programming logic is applied based on CSR´s selection.
  • With Liquid UI, all the required material data can now be easily transferred from Salesforce to SAP. A button in Salesforce opens a new sales order screen in the SAP GUI with all the needed data.
  • Now, Alcon users no longer need to copy multiple fields´ data manually.


Results

  • Processes Optimized: VA01, VA02, VA03, VA05, VAP1, VAP2, VF02, VF03, VL01, VL01N, VL02, VL02N, VL03, VL03N, Z8C1, Z8C2, Z8C3, Z8C4, Z8CR, Z8CV_CTI, and Z8CV_SO_COCKPIT
  • Saves sales order processing time by 50%
  • Maximized user performance and enhanced customer satisfaction
  • Integration between Salesforce and SAP increased data integrity and made the process prolific
  • Quick, easy and efficient reuse of an existing SAP solution

Next Steps

Liquid UI enables you to customize business processes, eliminate fields, consolidate screens, tabs, and transactions to achieve a holistic solution while preserving transaction richness. It does this without having to rebuild the whole transaction.

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