Customer Bots In Action

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Customer is a large, diverse multinational engineering and manufacturing company headquartered in the UK with overseas operations and a portfolio of leading industry brands.

Such an extensive business is supported by an equally diverse range of IT systems and processes, which represented a clear opportunity to deploy robotic process automation to more efficiently manage the volumes of intricate transactions, for greater accuracy and reduced workload, particularly during time-critical periods.

After an introduction to key operational staff and a preliminary review of process automation candidates, five very high-potential use cases were identified for the programme pilot, of which the top priority process agreed was customer credit notes.

This customer credit note process was manually intensive and required access and update multiple disparate systems in order to search, locate, verify and process customer credits. However, the process also followed clearly defined logical rule-bound, repeatable steps and so automating the process could deliver improved productivity, reduced errors and customer satisfaction.

The automation of the customer credit note process commenced with a detailed understanding and documentation of the steps involved and possible exceptions. The automation was then developed and tested iteratively working with the process subject matter experts, until all scenarios were operating successfully. A period of controlled deployment into the live production systems followed to ensure the automation continued to operate as designed and expected.

As with most customer solutions, the programme was completed in just a few weeks from end-to-end.

A number of common processes across Matter, Document, Contract and Knowledge Management show the highest potential for automation including:

  • General automated document management
  • Contract creation, drafting, review & due diligence
  • Client onboarding
  • Record-keeping and case management updates
  • Time-keeping and invoicing
  • Data Protection processing
  • eDiscovery and research
  • Chatbot legal advisor and FAQ

RPA lends itself particularly well to many legal tasks such as export control, regulation checks, and contract management, where manual effort can be significantly reduced to free-up paralegals and more experienced staff.

Customer is an international, award winning and industry leading provider of professional finance training and education services.

With several million students and members worldwide serving education and training on behalf of multiple professional bodies, their business processes and systems have to manage enormous quantities of data safely and efficiently, in delivering best-in-class services to students and sponsors.

Interactions and exchanges between students, tutors and sponsors is a critical part of the service delivery to ensure accurate, timely feedback and updates for all parties. This is where RPA was able to provide an invaluable solution, eliminating the need for manual effort to extract and transfer data and automatically create management reports and analysis.

The automation journey was planned to cover a wider spectrum of business functions, but with the initial focus on a number of labour intensive front-office activities that would improve customer experience and staff productivity.

The start point for the first automation was the desired outcome from the customer perspective, which was to provide the right information to customers when they really needed it.

The added complexity which the business had to contend with, were the varying different customer needs and requirements, which thankfully RPA could accommodate very efficiently.

The process drew data points from across a number of legacy systems, some of which were undergoing scheduled replacement and upgrade, so overall, the automation needed to be robust but agile to incorporate changing demands, which was achieved by using configurable parameters and variables, which operational users could manage and control, without needing to modify the main automation solution.