The Opportunity
Our client spends millions of dollars on customer service operations to update their legacy system with the orders received on their E-commerce portal. They use a minimum of 2-5 CSR (Customer Service Representative) per country to perform these repetitive, monotonous activities. Each order takes 20-30 mins of processing time resulting high operational costs.
What we Did
- Process Development
- Legacy Software Integration
- Client Partnership
- Project Management
Background
We eliminated the need for labor-intensive manual data entry, significantly reducing processing times per order. This efficiency enhancement allowed organizations to optimize their workforce, shifting human hours toward more value-added, strategic activities. Our proficiency in RPA positioned us as trusted partners in the pursuit of operational excellence, enabling businesses to reap the benefits of automation and drive productivity to new heights.
Our Solution
IGT’s Innovations Lab automated this entire process of front-end operations using RPA tools to mimic the CSR activities. This robot has been deployed in 3 countries successfully and with plans to deploy in 10 additional countries. The robot is capable of operating 24 Hours, 365 Days. The order processing time was reduced to an average of 8 minutes, from 30 mins. Fast and errorless results saved an identifiable business cost.
