Use Case: Order Entry
Background:
- World’s largest home furnishing retailer, with 135,000 co-workers and operations in 43 countries
- 775M customers visit stores every year
Challenges:
- Delivery scheduling process includes 23 different systems
- High error rate
Implementation:
- Robotic Automation automatically checks for customer orders which include 3rd party manufactured goods, and generates stickers for their boxes
- The solution presents callouts on agents’ screens, with consolidated information for open delivery slots based on region and type of goods
- 100% human errors were eliminated
- 1000 hours were saved annually
Use Case: Automatic Delivery Scheduling
Background:
- World’s largest home furnishing retailer, with 135,000 co-workers and operations in 43 countries
- 775M customers visit stores every year
Challenges:
- Customer uses an automatic IVR to schedule deliveries
- The IVR creates two Excel files:
- Success – a list of order numbers and their delivery date and time
- Error list – a list of order numbers which include an error in scheduling a delivery
Implementation:
- Unattended Robots:
- Review success list and enter delivery requests
- Work with 23 different delivery vendors in different geographies
- Handle 150,000 delivery records annually (4,000 hours annually)
- Attended Robots:
- Review error list and present agent with delivery times and customer’s phone number (agents would then call customers to re-schedule)
- 50,000 Delivery records annually
- Saves more than 1000 hours annually
- 16 FTE’s work saved
- Human errors eliminated
