Automation of Order Processing in OWIS: AutoParts24
About the client
AutoParts24 is the largest seller of used auto parts in Europe. It is a platform that allows customers to find and order used auto parts from authorized auto scrappers. The platform acts as an intermediary between the buyer and the supplier, facilitating orders and deliveries of parts worldwide. AutoParts24 uses the latest technologies to optimize order processing and delivery processes, and faces the challenge of improving those processes through automation.
Problem
Autoparts24 connects thousands of customers with numerous auto scrap yards across Europe through its organized platform. The company's rapid growth led to challenges in processing orders and deliveries, as business processes relied on Excel spreadsheets, phone calls and email communication. Manual workflows, which included multiple stages of order confirmation, communication with suppliers and organization of deliveries, could not support the volume of business and became unsustainable, creating delays and operational inefficiencies.
The implementation of the OWIS system enabled the complete automation of these business processes, significantly improving the efficiency and accuracy of order processing while improving the customer experience.
Prior to the introduction of the OWIS system, AutoParts24 faced the following issues:
Manual order processing: The processes of importing orders and creating deliveries relied on manual methods, which caused delays and errors.
Limited transparency: Tracking the status of orders and deliveries was not centralized, which made it difficult to monitor the process.
Lack of automation: Communication with suppliers and creation of deliverables were not automated, resulting in additional costs of time and resources.
Complaints handling: Complaints and parts return processes were incompletely integrated, which made it difficult to track and manage these requests.
Solution
Step 1: Analysis and planning
The OWIS team started the project with a detailed analysis of AutoParts24's business processes, identifying key points for optimization. The goal was to introduce automation in all stages of order processing and delivery, as well as introducing integrations with courier services and email servers to facilitate communication and process monitoring.
Step 2: Implementation of the OWIS system
Automation of the order process: Orders created on the AutoParts24 platform are automatically imported into the OWIS system, where the data is further processed. The supplier receives an email with a link to confirm the availability of the part.
Integration with courier services: After order confirmation, the OWIS system automatically creates a delivery using integrations with courier services (DHL, UPS, Schenker). Shipping information is automatically sent to the supplier and the customer.
Automated Shipment Tracking: The system automatically tracks shipment status using shipment tracking information, which is updated in the OWIS system. The buyer and the supplier are informed about every step of the delivery.
Claims process: In case of customer dissatisfaction, OWIS enables the initiation of a claim or return process, including integration with claim/return services. The system automatically sends notices and notifications to ensure the completion of the return process.
Integration with email servers: For easier monitoring of communication, OWIS is integrated with email servers, enabling sending and receiving emails through the platform, while monitoring the history of communication.
Step 3: Training and support
After the implementation, the team held training sessions for all system users to ensure that they easily adapt to the new automated processes. Through support, users could quickly solve any problems.
Technology and tools
The following tools were used for this implementation:
OWIS Workflow Designer for modeling and automating business processes.
Integrations with shipping providers (DHL, UPS, Schenker) to create and track deliveries.
Email server integration for tracking communication between the customer, supplier and AutoParts24.
Results
The implementation of the OWIS system brought numerous benefits to AutoParts24:
Increased order processing efficiency: Order processing time is significantly reduced, with minimal need for manual work.
Improved tracking and transparency: Thanks to automation, AutoParts24 now has full visibility into the status of orders and deliveries in real time.
Error Reduction: Automation has reduced the number of errors in the order and delivery process, leading to a better customer experience.
Faster handling of complaints: An automated complaints process enabled the efficient handling of return requests, thereby improving customer satisfaction.
After implementing the OWIS system, AutoParts24 automated most of its operations, which achieved high efficiency in order processing and reduced the need for manual labor. All key information, including accounting and shipping data, was integrated into automatic workflows, which significantly accelerated the process. Thanks to this automation, AP24 is able to manage Europe's largest used auto parts network, focusing on improving the customer experience instead of manually processing orders. By continuously adapting and improving the system, AP24 remains competitive on the market and successfully responds to new challenges.
Troels Roar Meier, Autoparts24 CEO, on the implementation and impact of the OWIS system on business