Problem Statement:
The Client, a leading MSI integrator, faces challenges in managing change requests from its 1000+ enterprise customers. The process involves collecting data from multiple outlets, validating it, and making necessary changes, all handled by a dispersed team of agents across Europe. However, delays in responding to change requests lead to revenue leakage, with each case taking up to 4 hours to process. The high cost per transaction further exacerbates the inefficiency of the manual process.
Solution:
To overcome these challenges, MindMap Team implemented a solution that included :
- Deployed RPA bots to automate data collection, validation, and change request processing tasks
- Integrated RPA bots with the Service Management System for seamless data exchange and processing
- Designed tailored workflows to handle different types of change requests and streamline response processes
Benefits Realized:
- Reduced response time for change requests by 80%, from 4 hours to just 1 hour per case.
- Increased throughput with the ability to handle a higher volume of change requests simultaneously.
- Achieved a 50% reduction in the cost per transaction handled, resulting in significant cost savings
- Reduced labor costs associated with manual processing and minimized revenue leakage.
- Ensured data accuracy and consistency in change request processing, minimizing errors and rework.
- Easily scaled change request management operations to accommodate fluctuations in request volumes
- Adapted automation workflows to address evolving business requirements and customer needs
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