CSOB - Voicebot replacing bank's customer service centre IVR
Now handling 200,000 calls per month
This business handles thousands of installation, repair, maintenance and rehabilitation jobs across water, gas, electricity and telecoms sectors.The business is responsible for supporting infrastructure and focusses on continual improvement and innovation to create a first-class customer experience.They employ IRO 4500 staff throughout the UK. Coordinating and managing all the projects that the company undertakes daily is a huge undertaking. Many of the daily operations are rules-based and transactional in nature. The type of task that RPA is ideally suited to.
The challenge around this client was to start to pick out a good process to provide a virtually risk- and cost free way to assess the benefits of RPA.
Production of a “safety pack”required before any job is undertaken for a large water, energy or telecoms company
The pack contains a number ofdrawings and schematics that together provide a picture of what is happening underground.
Accessing systems of every individual asset owner (not always with client) and collating in the final document
Very time consuming process with the company producing a huge 25,000 packs a month.
By deploying a UI Path RPA platform, it was shown that a robot could operate 24 hours a day to deliver highly accurate and error free safety packs to the business.
The crucial part of this was demonstrating how quickly that RPA could be deployed and rolled out across the business.
Initially, this solution handled the creation of 5% of the packs. This was upscaled to today and now 60% of those packs are now automated making the entire process more effective and cost efficient.
By starting with a clearly identifiable process that ‘tests’ the viability, it was easy to build confidence and familiarity to then make changes so the system could be more robust and scalable.
The statistics from this example are impressive and demonstrate the huge power that RPA can have in a business.
With phase one a resounding success, the business has invested in moving onto other areas in their business.
As the UI Path platform is quite straight forward, they have been able to experiment and learn internally, with their own people that are now getting started with the technology.
With guidance and the building of a centre of excellence, there is no reason why new automations should not be launched with only a light touch from our team.
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