A leading health technology company focused on improving people’s health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care.
Situation
A leading manufacturing company had a strategic objective of “Business Model Innovation” along with “Operational Excellence” agenda to reduce costs and increase quality. With respect to this, Philips was looking to embark on robotics as a program.
- Finance Accounting Operations (RTR, PTP, O2C).
- 139 use cases/processes (18 months development roadmap following initial setup phase).
- Target reduction of 427 Infosys FTEs over 6 quarters (Q2 2018 – Q4 2019).
- Finance FP&A (Reporting/Consolidation activities)
- 80 use cases/processes (18 months development roadmap following initial setup phase).
- Objective of the implementation is to eliminate 30,000 hours of work on an annual basis.
Impact
- Very complex, manual and repetitive processes with high volumes leading to high lead & processing times.
- Increase in effort and so increased staffing and higher costs to support ever increasing volumes.
- Less focus on value added activities and more focus on time consuming effort intensive manual activities.
Solution/Resolution
- Assist Edge RPA 17.4 has been implemented across Finance Accounting Operations and Finance FP&A.
- In the process of completing 32 Use cases from Wave 0 and Wave 1 in F&A.
- Have completed 18 Use cases in FP&A area.
Outcome
- Expecting a saving of 47 FTE in F&A Area.
- Expecting saving of ~8200 Person hrs.
- Increased First Time Right by more than 70%.
- Increased Compliance and process adherence by approximately 90%.
An American diversified healthcare benefits company.
Situation
A leading US health insurance company faced the following challenges:
- Due to complete manual work, cycle time of servicing and processing requests is quite high.
- Complex processes and rules led to large percentage of human error.
- Due to all manual work quality check efforts were quite high. Client had around 70000 records in backlog which they need to process.
- Due to spike in backlog volume and some percentage of human error, cycle time for servicing/processing requests was getting impacted and records were not getting processed properly.
Impact
- Less satisfaction to client as backlog volume was high.
- It was challenging for operations teams to scale the team and training for new resources and complete all backlog volumes without human error.
- Data inaccuracies resulted in frequent SLA violations
Solution/Resolution
- To address the client challenges, we proposed AssistEdge RPA.
- Till now we have automated total 70+ business processes, running across 85+ bots.
- We implement on an average 10 to 12 business processes per quarter, with projected savings of 3-5 MUSD annually.
- These processes involve diverse enterprise applications such on Mainframe, Microsoft Excel, Microsoft Outlook, Enterprise Web Applications, Windows Thick Client Application, etc. for which AssistEdge RPA as out of box adapters.
- This automation is highly modular, scalable and easy to maintain for most volatile parts.
Outcome
- AHT has reduced from 12-15 mins to 5-7 mins. Approx. 50% reduction in AHT.
- Estimated saving of 8 to 10 MUSD annually.
- Using the tool resulted in TAT of less than 1 day against 1-5 days TAT.
- End to end automation achieved with no involvement of IT Operations and DBA teams.
- Software bots processed about 60-100 requests per week and all were processed as expected.
A Major US Telco
Situation
A leading US telecom company faced the following challenges:
- Call center agents must use multiple applications to complete their daily workflows. Applications related to customer info, order info, billing info, technical info, Internet, Voice etc. Logging into each application manually is a tedious task.
- All workflows were carried out manually by the agents leading to increased handling time and a high error rate.
- The telecom company has close to 46 Call centers across US.
Impact
- Logging into each application manually takes at least 10 min for each user.
- User must remember the password for each application.
- All applications logged in are cluttered on the desktop screen and moving between them is even more cumbersome.
- Searching a customer record in each application is to be done sequentially and it is a time-consuming process.
- Reading & comprehending information of network elements, routes from legacy apps like mainframe is time consuming and difficult for new agents.
Solution/Resolution
To address the client challenges, we proposed AssistEdge Smart User Environment:
- Single Sign on for these applications allows the user to save the password for each of these applications and logins in parallel.
- Users need not remember passwords for each of the applications.
- All the applications are shown in tabs and navigation between them is very easy.
- Using the search Functionality implemented in SE, agents could search and have the customers data available under one single customer view.
- Standard process steps are automated with in SE avoiding repeated operations, like sending SMS, populating relative information in other applications and creating tickets in related applications as per the use case.
Outcome
- Enhanced User and Customer Service Experience.
- Reduced Average Handling Time by 30 to 40%.
- Standardization of process helping in reducing the issues and error rates. All the processes deployed were streamlined.
- Reduction in system logon time from 15+ mins to 1-2 min for approx 15-20 apps.
- Insight of agent activity through MIS reports is possible.
