Use Case: Claims Processing
Background:
- An American global courier delivery services company with over 300,000 employees
- Handles about 2.5 million shipments a day
- 22 different physical contact centers supporting 14 different languages
- An agent uses an average of 17 applications a day
Challenges:
- The Claims approval process is a complex process that takes between 6-8 weeks
- As result:
- Many of the claims are paid to reduce the brand damage
- Large volume of calls inquiries on claims status
Implementation:
- Robotic Automation automatically reviews all claims and checks refund eligibility in various systems based on business rules
- The robot then transfers the payment and notifies customer via email
- Improved customer experience – SLA reduced from 6-8 weeks to 2-3 hours
- Zero process errors
- Reduced cost by eliminating unjust payments and reducing claims inquiries call volume
Use Case: Package Redelivery Scheduling
Background:
- An American global courier delivery services company with over 300,000 employees
- Handles about 2.5 million shipments a day
- 22 different physical contact centers supporting 14 different languages
- Agent uses an average of 17 applications a day
Challenges:
- The process of scheduling a package redelivery required the customer to call the contact center
- This caused a very high volume of calls and many errors
Implementation:
- Robotic Automation automates the scheduling of the package redelivery
- The robot extracts the requests from the DB, creates a new ticket in a mainframe application and updates the DB with the new status of the request
- The robots support 34 different redelivery options
- Error rate was reduced to only 2%
- SLA was improved and call volume was reduced significantly
