Gartner Research

Maximizing Zero-Touch Orders to Drive Efficiencies and Improved Customer Experience

Published: 12 March 2018

ID: G00350976

Analyst(s): Beth Coppinger

Summary

Supply chain leaders responsible for customer fulfillment must drive improvements in costs, cash and customer experience. "Zero-touch" orders, which flow through the order-to-cash process without human intervention, can enable these improvements.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Implement a Root Cause Approach and Instill a Culture of Continuous Improvement to Support a Zero-Touch Initiative
  • Get Master Data and Technology Right, and Synchronize With Customers
    • Make Data Accuracy Paramount
    • Assign Clear Ownership of Product Data Quality and Audits
    • Synchronize the Data With Customers
  • Clarify the Customer Value Proposition, and Enforce Customer Accountability to Service-Level Agreements
    • Differentiate Requirements by Tier
    • Hold Customers Accountable
  • Evaluate Opportunities to Automate Manual Processes
    • Order Capture
    • Internal Process Automation

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