Customer Success Stories
CHALLENGES
Reduce the processing time for customer complaints about delayed and cancelled flights
Major Europe-Based Airline
Streamlining the Resolution of Flight Delay and Cancellation Complaints with the Automation Suite
SOLUTION
The Automation Suite was implemented to automate the critical steps in managing complaints about flight delays and cancellations, guaranteeing compliance with the legally required resolution deadlines
RESULTS
Trouble-free regulatory compliance ensured
Average complaint resolution time cut by 40 percent
Human error reduced to almost zero
Much better customer experience
Significant drop in churn and associated revenue loss
CHALLENGES
A leading telecommunications provider wanted a full-cycle business process automation solution to drive service delivery transformation, from raising a change ticket to customer order processing and billing for enterprise customers.
APAC Tier 1 Telco Customer
RPA Solution Driving a Dramatic Transformation in Service Delivery
SOLUTION
RPA solution was implemented to improve the efficiency of various business processes running on multiple applications, including legacy systems. The solution used UI integration to automate PO processing in SAP and interacted with the legacy systems using the visual approach to automate Work Order processes. In addition, Excel and File System commands were used to automate change requests, and email commands were used to send customer notifications.
RESULTS
70% time reduction to process 750 customer emails per month
Error rates reduced to almost zero
Greatly improved customer satisfaction scores
Huge reduction in customer churn
CHALLENGES
Compliance officers at a leading global bank needed to visit over 200 different websites daily to monitor any new regulatory information or rules changes, which then had to be updated and integrated in the appropriate channels and systems
Leading Global Bank Customer
Automation Suite increasing compliance and minimizing non-compliance costs
SOLUTION
The Automation Suite was deployed to automatically log in to each of the different websites and run a smart search to quickly capture regulatory information. This information was then verified against current inputs in the regulatory compliance systems
RESULTS
Process time cut from 1-2 hours per day to just 20 minutes
Human errors in the search process virtually eliminated, with a corresponding reduction in expensive non-compliance fines
Compliance officers are now able to focus on more revenue-generating work instead