A B2B open-source software development company struggled to reduce customer service turnaround time – one of the critical factors in enhancing satisfaction and delight. The IT company was interested in exploring opportunities to automate its sales and finance processes through digital technologies since that will benefit employees and customers. However, they faced the challenge of choosing the best solution from various available alternatives. Despite their desire to improve customer service and operational efficiency, the company found it difficult to decide on the most effective solution to achieve their goals and objectives.
After understanding the business - vision, setbacks, obstacles, and opportunities, our experts narrowed down the key points that needed our attention. The company faced several challenges in adopting Robotic Process Automation (RPA). There was a lack of clear assessment to select the most suitable RPA solution, which led to difficulties determining which solution would work best for their needs. They also struggled to prioritise processes that would provide the highest benefits and shorter time to market. This created an obstacle in implementing RPA in a way that would deliver maximum value for the company. Lastly, a lack of coordination across group functions and teams made aligning everyone's efforts towards common organisational goals difficult.
InUnison’s team evaluated various ideas and solutions to empower the B2B company to move towards a digital growth mindset. As a result, in our short-term turnkey engagement, we were able to deliver the following resolutions:
We identified three potential third-party solutions for Robotic Process Automation (RPA) backed by our insightful research and analysis. The team also planned and executed a pilot for all three solutions across four different sales and finance processes. It gave the client a clear idea of how their future functions and operations would work in these departments.
The pilot was then demonstrated to key stakeholders, including the CFO, CMO, CIO, and India Head of the organisation. Based on the results of the pilot, we recommended a multi-platform RPA approach. This included one user-driven solution for routine transactions to facilitate ease of adoption and another highly-secured platform for critical financial and sales data. This way, the company could streamline their operations in the sales and finance departments and work towards faster customer turnaround time.
The client's RPA pilot was a massive success in just two months, paving the way for more exciting developments. Withinsubsequent three months, the company identified a global system integrator vendor to implement the solutions globally. As a result, the enterprise was able to implement the RPA platform in the finance department, streamlining four key processes and achieving an impressive 22% reduction in costs.
The impact of this new technology was truly transformative, with significant improvements seen in turnaround time, boosting overall efficiency and providing a better experience for customers.
It's no wonder that the company's decision to adopt RPA has been a resounding success, with plenty of benefits to reap.