Greiner Bio-One and Tietoevry: AI-supported incoming order processing increases efficiency in customer service

The challenge

Greiner Bio-One International GmbH, part of the globally active Greiner Group, was looking for a solution to optimize its incoming order processing. As order volumes increased, it became increasingly time-consuming to process orders received by email as PDFs, as well as posed risks of errors. The aim was to make the entire process more efficient and improve data quality at the same time.

The solution

Tietoevry joined forces with Greiner to develop a state-of-the-art solution based on Microsoft Power Platform, which enables the automated processing of incoming orders. The solution utilizes Microsoft Document Intelligence Studio, which intelligently reads PDFs and transfers the relevant data to the Microsoft Azure cloud. An integration with SAP ensures that orders are automatically generated directly in Greiner's ERP system.

If the AI model falls below an individually definable confidence score of 80%, for example, the order can be manually checked and released before it is finally transferred to SAP. This combination of automation and human control ensures maximum accuracy and efficiency.

Successful pilot and rollout

Following a successful pilot project in Germany, Greiner Bio-One and Tietoevry experts have started the rollout process of the solution at approximately 20 locations worldwide. This will not only significantly increase the efficiency of incoming order processing, but also reduce the workload for employees and minimize the risk of errors. As a result, employees will be able to focus more on value-added activities where human judgment, creativity, and technical expertise, aside from AI, continue to be of great importance.

Outlook

The next steps are already planned: Greiner intends to introduce the intelligent solution in other divisions of the company. Thus, Customer Service throughout the Group can gradually benefit from the automated processing of incoming orders.

Conclusion

With the successful implementation of this customized solution, Tietoevry and Greiner are once again demonstrating their united innovative strength. Thanks to automation and intelligent technologies such as Microsoft Power Platform and Azure Cloud, Greiner will significantly increase their efficiency while laying down the foundation for future digital transformation.

About the customer

Greiner Bio-One International GmbH is a leading global supplier of high-quality products for the laboratory sector. The company develops innovative solutions in the fields of medical technology, biotechnology, and diagnostics. With a broad portfolio of products for sample collection, laboratory automation, and cell culture, Greiner Bio-One supports research institutions, clinics, and industry worldwide in achieving medical and scientific progress. As part of the Greiner Group, the company is active at numerous locations worldwide and relies on state-of-the-art technologies and the highest quality standards.