Use Cases

Transportation

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

Benefits:

  • 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

Benefits:

  • Error rate was reduced to only 2%
  • SLA was improved and call volume was reduced significantly