The Art of Possible

AssistEdge Discover analyzed data for PO creation task under Procurement.

Problem Statement

• Provide real time operational intelligence to run effective operations
• Uncover process variations and non-compliance
• Accelerate automation and standardization opportunities

Our Solution

• AssistEdge Discover uncovered 12 key paths taken to create Purchase order
• 13% of the variations pointed towards noncompliance of creating PO without PR or manual price changes
• 24% of the variations pointed that due to actions taken there is re-engineering effort involved

Outcome

• 50% of the variations were ready for automation suggesting increase in automation rate from current 3%. Incremental savings of 83k-$1M identified
• 37% of the noncompliance and rework caused by 1 department and top 3 users were identified for training
• Discovery for automation was 60% faster than manual approach

Problem Statement

• The client’s procurement team was manually creating, reviewing, and conducting a risk analysis of the contracts.
• 25% of the procurement staff’s time was spent on contract analysis
• Risk analysis was open to subjective interpretations and prone to errors

Our Solution

• Automation of three distinct areas — risk scoring, contract summary, and review dashboard.
• XtractEdge Contract Analysis’s real-time review dashboard enabled both business and procurement teams to collaborate on contract review, empowering newcomers to learn in the process.

Outcomes

• With XtractEdge Contract Analysis, the client saw 9x improvement in employee productivity and standardization of risk analysis and scoring for contracts.
• Achieved around 90% cost savings per contract review at under $25 — from $220 per review earlier.
• Potential to dramatically increase in scale

Problem Statement

• The client had a large workforce across multiple locations catering to its global customer base across services and products.
• Service delivery across the board was inefficient and hindered the organization’s evolution into a modern network provider as it sought to scale operations on the back of legacy architecture.
• From accessing multiple thick and thin applications and switching between several browser windows to manually reviewing, service planning, extracting, and identifying information, several leakages were resulting in a tardy operation.
• Furthermore, searching for information on multiple apps during a customer conversation over chat or the phone meant that executives often had to multitask at speed resulting in inaccuracy and consequently a poor customer experience.

Our Solution

• EdgeVerve implemented AssistEdge Engage, and the benefits were evident and immediate.
• A single sign-on, automated launch, and login for over 200 applications combined with customized and intuitive dashboards injected speed, intelligence, and accuracy into the service process.
• One-click search for repetitive transactions that previously required cascade searches in multiple applications meant that agents could retrieve accurate information faster, reducing AHT and improving customer service.
• By integrating logic into the tool, AssistEdge Engage reduced agent dependency on subject matter experts, all but eliminating process bottlenecks that were taking a toll on productivity.

Outcomes

• Bolstered by AssistEdge Engage and the resources freed up by its implementation, the client was free to accelerate their plans for scale and build on a stellar legacy of customer success and innovation.
• The client also saw a 40% Reduction in AHT, 200+ Applications accessible through single sign-on and automated launch, and a 95% Increase in system log-on speed.