Ambition
A leading global footwear and apparel company was scaling rapidly, but its B2B order intake process couldn’t keep pace with rising demand, creating delays, operational strain, and increased risk to customer satisfaction. With over 2,500 orders per day and up to 60,000 line items, the process needed to become faster and more resilient without relying on proportional increases in manual effort.
The existing order landscape was fragmented and heavily manual, with teams validating orders and then manually creating sales orders in the enterprise order system, an error‑prone step that often led to reversals and rework, especially when orders changed. Given the multimillion booking value of these B2B orders, the company’s ambition was to streamline order intake process into a scalable, reliable capability that could reduce errors, minimize fallout, and protect revenue and customer experience with the growing volumes.
Action
Wipro partnered with the client to streamline order operations by optimizing order intake, order processing, in‑transit order management, and intelligent shipment routing.
We enabled automated order intake for customer orders received in multiple formats, including EDI, CSV, and JSON, and converted them into a standardized format to reduce manual processing time. We also supported system‑based validation of orders across downstream systems using microservices, and automatically augmented order data to minimize manual intervention.
To drive straight‑through processing (STP), we implemented case‑orchestrated processing with Pega case management and Pega Robotics. Bots were used to fetch required validation data from backend systems and perform data key‑in into SAP for order processing. When orders encountered issues, Wipro introduced an exception management platform to manage fallout scenarios efficiently without disrupting straight‑through flows. In total, two Pega Robotics RDA bots were deployed for backend data extraction and SAP entry, enabling scaled automation to handle high daily volumes.
Ambitions realized
The Pega‑orchestrated integrated solution provided the client with a seamless order processing capability at scale. The automation delivered 99% accuracy in transactions processed by bots, drove approximately 75% reduction in manual effort, and enabled 90% of sales orders to be processed through STP (Straight Through Processing), improving operational reliability for a high‑volume, high‑value B2B order environment.
