Cras

About

Cras is a Belgian, family-owned wood business based in Waregem, with a nationwide network of wood shops and its own production of items such as facade cladding, decking, and interior doors. Its teams manage customer cases through Salesforce and process orders and order confirmations from suppliers through SAP.

Challenge

Cras needed a faster, more consistent way to turn incoming emails into the right cases and to process order confirmations from suppliers. Handling this manually made it harder to route cases to the right people, and to catch pricing, quantity, or delivery discrepancies in order confirmations before they caused issues downstream in SAP.

Solution

Tekst implemented a "mail to case" solution for Cras, where incoming emails are classified and transformed into cases in Salesforce. This pre-fills relevant fields and automatically routes cases based on skills, across multiple branches, with classification based on segment and type of request.

Tekst also built the ability to extract structured and unstructured information from incoming emails, including quotes and PO confirmations from PDF documents, pulling out data such as order quantities and net prices and integrating it directly into SAP (SAP VIM). The same extraction capability supports sales orders and invoices.

On order confirmations specifically, Tekst implemented automation that classifies incoming order confirmation emails, extracts the relevant information, fetches matching data from SAP, and compares the details. Forwarding confirmed orders automatically and flagging any discrepancies. This includes a control that ensures correct item comparison even when positions are mixed, applied across all order confirmations, and a fix for a specific pricing discrepancy involving rounded values and additional costs.

Result

With mail-to-case automation live across its branches and order confirmations now classified, extracted, and checked against SAP automatically, Cras spends less time manually creating cases and chasing discrepancies, and can rely on cases being routed to the right people and orders being verified consistently.

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