After working in retail for 20 years, I moved to Esker and got to experience the One Team Beyond Boundaries philosophy by training at Esker’s head office in Lyon. Lyon is a beautiful city, the third largest in France and was nice and warm when I visited, with temperatures of 30 degrees most days!

After meeting new colleagues from France and other subsidiaries in Europe, I was introduced to Esker and its history. Esker started out in 1985 with a simple vision in mind — help businesses deliver their documents electronically. Today, Esker has evolved to help companies solve even the most complex business problems by leveraging a foundation of innovation, technological expertise and global collaboration.

The training was thorough but enjoyable, with it being presented by a friendly and helpful training team with over 50 years of Esker knowledge between them. Training was a mix of theory and hands on work, both on your own and working as part of a team, and it was interesting and engaging.

I learnt about the VUE promise which I will be following in my role as a Customer Experience (CX) Specialist. Esker is committed to making customers feel Valued, Understood and Engaged. I will act as a dedicated resource to answering questions and assisting customers using Esker’s solutions.

There was free time to explore Lyon in between learning, and I got to enjoy the sites such as Place Bellecour and the Basilica of Notre-Dame de Fourvière.

Something that I realised by talking to fellow Eskerians was the amount of people who have worked for Esker for a long time – once they started, they didn’t want to leave, which shows how Esker values its employees.

Esker is recognised today as a leader in AI-driven process automation software with over 1500 customers worldwide, including many large and well-known companies. It has more than 900 employees in 14 countries worldwide, a figure that has recently increased significantly.

It’s exciting to be a part of the company, and after two weeks in Lyon, it was a return to the Derby office to put what I’d learnt into practice. I’m looking forward to working with customers, making them feel valued and collaborating together as a unified team; One Team Beyond Boundaries. I will listen and acknowledge customer’s needs and expectations. I will also be engaged with customers, whether in person or via email to help them to get the most out of Esker’s solutions.

Sam Watts

Sam is a Customer Experience Specialist at Esker UK. He has been part of the Esker family since 2022.

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One Team Beyond Boundaries

Recently, I got to spend the week at our corporate headquarters in Lyon with the other Esker worldwide CX Managers. The motto of the week was ‘One Team Beyond Boundaries’, which is an important part of the Esker philosophy.

Due to Covid related travel restrictions, we have been unable to meet face to face and be in the same room for over 2 years, so this week was particularly special. All of Esker’s subsidiaries were represented: Australia, Asia, Germany, Spain, France, Italy, USA and the UK.

Mapping Out the Customer Journey

We had a comprehensive schedule for the week, and made the most of the opportunity to meet, share and collaborate with all of the internal department leads that we work so diligently with on a regular basis. We all form part of our customers’ journey; R&D, Documentation, Training, Support and Marketing teams to name but a few. These sessions gave us the opportunity to listen to their internal and external vision and align our worldwide CX activities and offerings to our customers.

At the end of the week, we had some time to explore the beautiful city of Lyon. I also had time to sit back, reflect and appreciate, that during the week, we had such a wealth of knowledge, expertise and information at our fingertips. We have been able to take this back to action within our subsidiaries.

Underpinning all of this is the global determination of the Esker CX Team, to align our core values and philosophy; to provide an ongoing journey for our customers rather than a single interaction.

Esker’s Customer Experience Promise

Esker is committed to making our customers feel Valued, Understood and Engaged. We will act as a dedicated resource to answer questions and assist in your success using Esker’s solution. We provide you options for engaging with Esker to meet the level of interaction that’s right for you. This is our promise:

Georgina Kershaw

Georgina is the Customer Success Manager at Esker UK. She has been part of the Esker family since 2004.

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Sunday: Back in the days when we could still travel, I flew around lunchtime from a very busy Heathrow airport to Lyon. My colleagues in the UK had briefed me on the best transport links so the journey into the City was an absolute breeze. My first impression of Lyon is that it is totally and utterly closed down on Sundays! Again, I had been briefed about this by my UK colleagues, only I didn’t realise the extent to which they actually meant it. After wandering around to get my local bearings, I managed to find the only café that was open and who were kind enough to rustle me up a last-minute baguette before they closed. Even the hotel bar and restaurant were closed so it was a self-imposed early night for me.

Monday: The Esker building in France consists of eight storeys, each with an east and a west wing. There are approximately 380 staff based there, nine of whom were on the training course that week. Along with colleagues from Argentina and Spain, there was a group of twelve shiny, new Eskerians. The first day of training involved getting to grips with Esker as a company, the software solutions on offer and how each of our roles contributes within the grand scheme of Esker.

One of the most important things we learnt was about how rigorous Esker’s Security procedures are and how seriously this is taken by each and every member of staff. To impress this basic requirement upon us there was an easy and effective solution. If we even briefly wandered away from our laptop, without first locking it, the training team would swoop in and send us an email advising that we were to provide breakfast pastries for the whole group the next day. We got through two lots of baked goods that week but it definitely worked to demonstrate that we’re all responsible for implementing good security procedures.

In the evening I took a five minute tram ride into the City centre and had a walk around to discover more of Lyon. It appears to be a City of two halves – the area to the west of the River Rhône is very much geared up to the cultural experience, whereas the area to the east is far more urban. On my journey I passed two very peaceful demonstrations – on speaking with my French colleagues, they explained it’s a regular occurrence and always conducted in a very civilised way. Another thing to note about the Lyonnais is that they are very passionate about both their food and their status as a gastronomic centre.

Tuesday: Firstly, breakfast pastries provided by the owner of an unlocked laptop – no names mentioned! I was introduced to a speciality of Lyon, the Bugne, which are pancakes to mark the beginning of Lent. These are eaten throughout the whole period and the recipe dates back to Roman times. They’re essentially a thin, rectangular pastry, lightly flavoured with lemon, deep fried in oil so that they’re flaky and crunchy, with the whole thing coated in a dusting of icing sugar. So simple and yet so delicious. And moreish!

This was followed by The Game! In order for new Eskerians to visualise how our solutions work in a real scenario, the Training Team have developed what can best be described as a cash conversion cycle role playing game. Each team of six players gets assigned a character who plays a certain part in the P2P–O2C cycle and the play is based on how two fictitious companies work through the cash conversion cycle. It’s a great way to experience what real-life issues can be encountered and how our solutions can eliminate these.

It’s normal in Lyon to work from 8am to 6pm with up to a two hour lunch break, usually from around midday. People will go for a proper meal, they can be seen in gyms or running around the park or maybe catching up with chores such as grocery shopping. It was very different to the usual “cramming a sandwich at my desk” experience and makes absolute sense in terms of encouraging a positive work-life balance. People are refreshed when they return to work in the afternoon and are ready to crack on and be productive.

Wednesday: On Wednesday morning we met with our equivalent French colleagues to learn how the Eskerians work. This was a fantastic session and was great to see everything we’d learnt put into practice. Halfway through the session the European Sales Director casually popped his head round the door and was chatting away like we’d known each other for years. This really impressed me – I’m based in the UK, had only been with the company for a short time and yet he’d heard I’d be visiting and made a point of welcoming me. I’ve found that you’re made to feel like a valued member of the extended team from day one at Esker.

Lyon seems to be a very outdoorsy city, with bikes and scooters available to hire from frequently positioned stands. So after work I found myself an outlet, hired myself bike and had a cycle around the Parc de la Tête d’or. It’s a 117 hectare space to the north of the City and has a lake, an 8 acre botanical garden, a zoo, a horse riding centre, a nature reserve and a mini golf course within it. It was late commuting time by this point and it was great to see so many people able to enjoy cycling or walking home through the park.

Thursday: Today we were able to carry out our own real-time demonstrations of our Order Management and Procure to Pay solutions. Having played The Game on Tuesday, and experiencing all the hurdles involved in the cash conversion cycle, we were able to experience first-hand how our software solution eliminates these issues.

I’ve become somewhat evangelical about our solutions and I cannot now fathom how a busy finance department would manage without it.

One big difference I had noticed whilst in Lyon was the significant lack of public houses compared to the UK – people tend to socialise more in restaurants or cafés. My training colleagues recognised this and organised a cultural evening out in one of the few local pubs, where I was able to enjoy a lovely IPA. Brewed in London!

Friday: I had one more demonstration session in the morning, this time focusing on or Order To Cash solution. Once again, I was fascinated by how our software solution can resolve some very standard issues. I believe that automation is definitely key going forward – recent events have very much bought this to the fore. One of the most significant things I found was that our solutions become increasingly efficient over time, using RPA, machine learning, deep learning and AI. It all sounded very Sci Fi and technical to start with but, realistically, finance departments are headed in this direction and Esker’s Agile methodology puts us in a position to adapt and respond to future challenges.

I flew back to Heathrow in the evening and was back to work (and to decompress) at our site in Derby on Monday. Since visiting, my group of new Eskerians have had several video catch up sessions to consolidate our progress and the fabulous Training Team are always on hand to direct us when required. I’ve really enjoyed my first few months with Esker – I’ve already been encouraged to carry out a project based on what I learnt from our French colleagues. I’m very excited to be part of the future of Esker.

Joanne Sergeant

Joanne is an Internal Account Manager for Esker UK. She has been part of the Esker family since 2020.

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In my new role in marketing, I spent a week in Lyon for training at Esker’s head office in
Villeurbanne: a slick, modern building overlooking Parc de la Tete d’Or, usually home to over 300 employees.

The training itself had us working with and meeting colleagues from across Esker’s teams and office locations throughout the week, as well as exploring and understanding our solutions and technology.

And at the end of a long day in the office – time to enjoy the so-called ‘capital of gastronomy’ and explore the historic sights. My recommendation? Take the funicular up to Fourvière for spectacular views across the city; make time to go inside the basilica to see the dazzlingly ornate mosaics and gilt work. Then head back into the old town for a menu du jour, washed down with plentiful French wine.

Jennifer Ball

As Marketing Co-ordinator for Esker UK, Jennifer manages Esker UK's marketing campaigns and events for S2P solutions. She has been part of the Esker family since 2019.

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Both cities have histories dating back to Roman times, but it is Lyon’s Roman district which forms part of the Historic Site of Lyon. Other areas of the Historic Site include Fourvière, the Renaissance district (Vieux Lyon), the silk district on the slopes of Croix-Rousse, and the Presqu’île. Vieux Lyon and Croix-Rousse are both known for their traboules, or narrow passageways, the first examples of which were thought to have been built in the 4th century. These allow the Lyonnais to get from their homes to the River Saône and the canuts, or silk workers, to get from their workshops to the textile merchants at the foot of the hill. The canuts were subject to extremely poor working conditions, and so staged many revolts which are considered among the very first worker uprisings. The second of which, in February 1834, lasted 6 days before being supressed by 12,000 soldiers.

Silk, too, is a link between Lyon and Derby. In 1716, John Lombe visited Piedmont in Italy and came back to Derby with the necessary knowledge (and some Italians) to build a mill on the west bank of the River Derwent. This mill, completed in 1721, is considered to be the first fully mechanised factory in the world, and cements Derby’s claim to be one of the birthplaces of the Industrial Revolution. The Silk Mill, as it is known today, was converted to a museum in the 1970s and forms part of the Derwent Valley Mills World Heritage Site – a collection of paper, cotton and silk mills and their communities built by Lombe, Richard Arkwright and others that pioneered the use of water power on such a large scale and provided the blueprint for factory production. Interestingly, the first cotton mill on the European mainland – based upon Arkwright’s mill in Cromford – was built in Ratingen, Germany, the hometown of Esker EDI Services. It too is now a museum.

Esker are pioneers in the use of the cloud and AI technology to streamline business processes in today’s Digital Revolution. Though we continue to look forward, it’s fascinating to look back at where we’re from and the revolutions of the past.

Mark Johnson

Mark is a Professional Services Engineer at Esker UK. He has been part of the Esker family since 2018.

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As part of the Esker ‘One Team Beyond Boundaries’ philosophy, recently I visited the Esker Head office in the beautiful French city of Lyon for training. Here I met Esker colleagues mainly from France, but also Spain, and sampled French cuisine.

As a gift for teacher, so to speak, I took a box of much loved British sweets from a manufacturer not far from Esker’s UK here in Derby. I wonder what they made of the Parma Violets…

Mark Johnson

Mark is a Professional Services Engineer at Esker UK. He has been part of the Esker family since 2018.

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