ESKER ON AIR PODCAST

Season 6 Episode 8:
Real Problems, Real Results: 5 Issues Customer Service Teams Face & How to Solve Them


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Why should I listen?

Customer service (CS) teams are under more pressure than ever. Growing inquiry volumes, slow response times, outdated order processes and chaotic claims handling can all chip away at customer satisfaction and employee morale. In this episode of Esker On Air, Adrienne Wilson (Esker’s Director of Sales for Customer Service Solutions) joins host Scott Leahy to discuss five of the most common CS challenges — and how leading companies in industries including manufacturing, tech and healthcare overcame them using AI-driven automation.

Discover how global brands like NVIDIA, Fuchs Lubricants, MCR Safety and others turned overwhelmed inboxes, slow order processing and scattered claims into streamlined, scalable workflows. Whether you're just starting to explore automation or looking to optimize your existing processes, this episode is packed with insights you won’t want to miss.

Listen now to learn:


What’s actually slowing your customer service team down — and how to fix it
How automation can reduce order turnaround from days to hours (or even seconds)
Ways real companies are using AI to route inquiries, detect issues and prevent errors
How centralizing CS activities in an automation platform provides greater process and performance visibility

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Leveraging People, Process & Technology
Tuesday, Sept. 19 | 12 p.m. CT | 60 Minutes
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About the hosts

Scott Leahy
Host, Esker On Air
Scott is a Customer Experience Advocate at Esker, committed to making customers feel valued, understood, and engaged. He has hosted Esker On Air since June 2020
Adrienne Wilson
Director of Sales for Customer Service Solution, Esker
With over 25 years of experience in enterprise software, she is a seasoned business development executive known for leading global strategic partnerships and go-to-market initiatives. Her background spans sales, marketing, and product management, and she excels at aligning cross-functional teams to deliver customer value and drive ROI through a consultative, strategic approach
Mike Ottomanelli
Vice President of AP, Cencora
Mike Ottomanelli has been with Cencora for over 19 years. He has served in multiple Finance and Accounting roles within the company. Currently he is the Vice President of Accounts Payable, and has teams in various locations including the US, Lithuania and Costa Rica. Mike oversees the Accounts Payable responsibilities based on contractual terms, including disbursements, dispute resolution and managing the overall vendor relationship. Additionally, Mike’s team is continuously working on initiatives aimed at process efficiency and driving financial performance
Steve Gray
Director of Accounts Payable, Cencora
Steve has been with Cencora for over 18 years. Currently, he is the Director of Accounts Payable, leading Esker Business Unit Integrations and overseeing the Operational Reporting and Control functional areas
Adrian Posteraro
C-SAT Partners

Adrian Posteraro is the former Director of Global Customer Support & Satisfaction at MEDRAD Inc. — a two-time winner of the Malcolm Baldrige National Quality Award.

Jason Anderson
Esker, Inc.

As a Business Development Manager at Esker for 10+ years, Jason Anderson is dedicated to helping customers gain greater return on their ERP investment through document process automation.

Is this a free webinar?

Yes. Anyone who wishes to attend this webinar can do so absolutely free of charge.

What if I register but can’t make it?

No worries. Since a recording will be emailed to all attendees after the presentation concludes, we encourage people to register even if they can’t attend live.

Will it be recorded?

Yes. Not only will this webinar be recorded for your convenience, the presentation will also be emailed to attendees once it is finished.

Can I ask questions?

Of course! There will be a Q& session featured at the end of the webinar, but attendees are welcome to submit questions at any time during the presentation.