Robotic Process Automation Case Study – Digital Online Initiatives. Robotic Process Automation Case Study and RPA Use Cases. How your company can efficiently and accurately working together to work faster by connecting process islands with the help of Robotic Process Automation (RPA).
RPA Use Cases – Digital & Online Initiatives
Robotic Process Automation helps in Improving customer experience in digital & online initiatives.
Digital & Online Initiatives Overview
High volume external consumer or internal user phone, email and postal
based orders and requests are costly and inefficient, labor-intensive and
time-consuming.
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Moving transactions and customer or user interactions online is a great
way to deliver efficiency gains. With real-time automated execution via an
online presence, accessible 24/7, organizations can reduce costs and
vastly improve customer experience.
For most organizations, the challenge to achieve this is that legacy management systems have not been designed for self-service and are unsuitable or impossible to offer to customers direct interaction.
But with RPA, existing services delivered in existing applications can be taken online in just a matter of days.
Using a web-based portal to capture user requirements and display results and outputs, which seamlessly links to Virtual Workers who process requirements by interacting with existing applications and systems means that services can be digitized rapidly and non-disruptively, and offered online without change to the underlying process or systems.
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And because those systems remain unchanged, the digitized service can seamlessly operate alongside the existing human one, to allow a pain-free transition between communication channels, or even to leave both in place to serve different user profiles.
Digitising services with RPA means any rules-based process can be offered for digital consumption and enables the business to offer a multitude of online, self-service tools, including online request catalogs, customer service functions or citizen support for public sector organizations.
Also Read This Case Study: RPA Case Study – Customer Service & Support
But with RPA, existing services delivered in existing applications can be taken online in just a matter of days.
Robotic Process Automation Case Study
Sector: Public Sector
Challenge – This Public Sector organisation is responsible for managing the process for appealing penalties issued for parking violations. With 10.8M tickets issued annually, managing the processes associated with appeals involved high volumes of manual processes, paper-based transactions and exchange of information by physical post.
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Recipients of a ticket who decided to appeal would complete a form on the back of the ticket and post it, along with any evidence, to a processing centre, where the information would be scanned, validated and either processed or returned for more information.
This was a labor-intensive process requiring a lot of human intervention, the risk of error was high and the interaction using paper and mail was slow, restricting the flow of revenue to the point that the cost of processing each appeal was more than the revenue they received from the associated fine.
Robotic Process Automation Case Study Outcome
A single web portal was deployed to provide an online appeals service, with tailored theming to reflect the relevant local authority, where users were able to quickly and easily submit their appeal online. As information is entered, auto-validation ensures the forms cannot be submitted incorrectly – thus removing the 12-15% rework associated with incorrect or incomplete forms in the manual process.
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Once submitted, a Virtual Worker is able to manage the appeal and processes it in the existing case management system, executing all of the
required information gathering and evidence collection relevant to the appeal, before passing to an adjudicator for final assessment.
This efficient process demonstrated a significant reduction in the costs of manually processing appeals and a vastly improved citizen experience.
Also Read This Use Case: Robotic Process Automation in Human Resources
RPA Use Case Outcome
- EFFICIENCY – Reduced the number appeals requiring rework or resubmission by 15%
- COST EFFECTIVE – Multi-million cost saving vs manual processes
- CUSTOMER SATISFACTION – Significantly improved
Download: RPA Use Cases PDF
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