Innovations Lab – Robotic Process Automation
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.
100%
automation in the Execution Job cycle
80%
reduction in order processing time
100%
Improved team productivity
A snapshot of our client's success
The Challenges
Faster Time to Market release. | Legacy application with regional level process automation. | Complex scenario integration between application modules. |
Our client, a rapidly growing Retail platform, faced significant challenges on spending millions of dollars on Customer service operations to update their Legacy system with the orders received on Ecommerce portal. Minimum of 2-5 CSR (Customer Service Representative) per country are required to do these repetitive, monotonous activities per country and 20 CSRs in total. It takes 20-30 minutes for each order processing consumes huge number of human hours in a year increasing overall operational costs.
The Solution
To overcome these challenges, IGT designed and implemented an innovative solution leveraging Robotic Process Automation (RPA) technology. The automation was tailored to replicate CSR activities, ensuring seamless integration with existing workflows. This advanced Bot has already been deployed successfully across four countries, with plans underway to expand its reach to an additional ten countries. By automating these processes, the Bot operates beyond the standard eight-hour business day, ensuring consistent and efficient performance around the clock.
The solution was built on a robust technology stack that includes .NET Core 3.1 (Long Term Support), MSSQL, PowerShell, Web API, Entity Framework Core, and UI Path, ensuring scalability, reliability, and seamless integration with diverse systems.
Key Achievements and Milestones
Successful Deployment: The RPA Bot was deployed in four countries, with an expansion plan targeting ten more, showcasing its adaptability and potential for wide-scale implementation.
Extended Operational Hours: Unlike traditional CSR processes, the Bot operates beyond business hours, ensuring uninterrupted and efficient processing.
Advanced Technology Stack: The use of cutting-edge tools like .NET Core and UI Path highlights the technical sophistication of the solution.
Impact
Dramatic Time Savings: Automation reduced the order processing time by 80%, cutting it from 30 minutes to just 6 minutes per order.
Enhanced Capacity: The Bot can process up to 100 orders in 10 hours, significantly increasing throughput and enabling scalability to handle growing demands.
Operational Efficiency: By mimicking CSR activities with precision, the Bot not only reduces manual effort but also minimizes errors, further boosting reliability.
Why IGT
This Ordering processing approach effectively tackled the client’s challenges by cutting down order processing execution time, improving efficiency, and delivering a scalable, cost-effective solution. Using a bot we were able to accelerate the execution with UI Path.
It covered a wide range of operations, including e-commerce processes, stock allocation, purchase orders, and more. We achieved remarkable results, including an 100% reduction in the execution cycle. The bot was capable of working beyond 8 business hours, providing consistent operational support. This not only met the client’s objectives but also significantly enhanced the overall quality assurance process. This success highlights how smart IGT strategies can speed up time-to-market while ensuring top-notch quality.