Intelligent Automation to Streamline Operations

CLIENT

Ascentia

INDUSTRY

Home Manufacturing

SERVICE

Intelligent Automation

Context

Ascentia needed to reduce their Customer Service operational costs as part of their corporate cost-cutting initiative. Customer Service FTEs are the largest part of the Customer Service budget, so the Head of Global Customer Service established a goal of reducing the size of their Customer Order Team. To achieve this, the team had to adopt solutions which would make their staff more efficient, and the Customer Order Team can continue their work without significantly altering their existing method for order processing.

The Challenge

Initially, Ascentia explored several options to reduce costs:

Reducing order submission channels.
Consolidating customer service centers and cross-training resources.
Upgrading and integrating various systems used by the Customer Order Team.

However, these approaches either risked disrupting established workflows or required substantial investments and lengthy implementation periods, which were not feasible under the given circumstances.

The Solution

To address the challenges faced by Ascentia, Sphere’s solution was structured into three sequential phases: the Design Workshop, Solution Design, and Implementation and Validation. Each phase was strategically planned to ensure a thorough understanding of Ascentia’s operational requirements, develop a tailored automation solution, and effectively implement the necessary changes with minimal disruption.

Design Workshop

Sphere organized a comprehensive iRPA workshop, where Sphere engaged with the client to explore the full potential of Intelligent Robotic Process Automation capabilities. During this workshop, our consultant conducted an in-depth analysis of the client’s operational landscape and educated the team on feasible automation solutions. The primary objective was to familiarize the client with iRPA capabilities and identify how these technologies could address their specific challenges. This initial phase was crucial for setting the groundwork to identify the best-fit solution to address the unique business challenges without compromising on one or some of their objectives.

The workshop’s outcomes included a comprehensive understanding of the client’s challenges and potential for technology integration. Sphere’s consultants collaborated closely with the client to chart their current processes and identify areas where iRPA could offer substantial benefits. This interaction not only informed the client about the potential of intelligent automation but also created a collaborative framework for the next stages. This alignment paved the way for a more focused and effective design process, as the insights obtained here directly influenced the development of the Solution Design. By deeply understanding the client’s needs, Sphere established the groundwork for creating a targeted solution that would be both relevant and impactful.

Solution Design

Sphere developed a comprehensive design for the intelligent automation solution, ensuring it was tailored to meet the specific needs of the client. This phase involved identifying the specific use-case that iRPA would impact and designing how iRPA would integrate into the client’s existing workflow without disrupting their operational processes. The Sphere team developed a detailed plan, outlining the necessary technical components and infrastructure to support the solution. They meticulously validated this customized solution to confirm it met all of the client’s requirements and objectives, ensuring its effectiveness and relevance.

One of the main advantages of the Solution Design phase was creating a clear, actionable blueprint for the solution. By detailing the technical requirements and outlining the implementation steps, Sphere enabled the client to gain a precise understanding of the project’s scope and complexity. Additionally, this phase involved estimating the effort required, allowing the client to assess the necessary resources and time for successful deployment.

The Solution Design phase was key to turning ideas into real plans. It took the creative ideas from the workshop and made them into a clear, doable plan. This phase was important for checking if the proposed solution could work, as it provided a solid base for testing and evaluation.

Implementation and Validation

In the implementation and validation phase, Sphere deployed intelligent automation tools to streamline order processing, reducing manual work and increasing efficiency. These tools were installed and configured to automate workflows and ensure smooth operation to avoid compromising existing business processes.

Sphere conducted thorough testing to ensure the solution met all requirements. This extensive validation process was crucial in ensuring that the solution met all functional and performance requirements. By meticulously verifying the accuracy and reliability of the automated order processing system, Sphere was able to prevent errors and ensure a high level of customer satisfaction.

To facilitate a smooth transition for the affected resources, Sphere carefully planned and executed change management strategies. This involved maintaining effective communication with all stakeholders to ensure they were informed and comfortable with the changes. Sphere provided robust support throughout the transition period, addressing any concerns and ensuring a seamless adoption of the new system.

Additionally, Sphere invested in training in-house staff on the new systems and processes. This training ensured that the staff were well-prepared to manage the solution independently once it was fully operational. Sphere then transitioned the management of the solution to these in-house teams, equipping them with the necessary tools and knowledge for ongoing operation. This thorough preparation was essential to maintain the efficiency and accuracy of order processing post-implementation.

These comprehensive steps ensured that the solution was not only implemented effectively but also validated to meet the company’s objectives of reducing staff without compromising order processing efficiency or accuracy. Sphere’s expertise in GenAI and automation was instrumental in designing a solution that aligned with the company’s goals. The client lacked the in-house expertise to solve this problem without compromising on their objectives. However, with Sphere’s understanding of the latest technologies and their application, the company achieved the desired success.

The Result

Sphere’s expertise in Generative AI (GenAI) and Robotic Process Automation directly supported the client’s goals, providing a solution that their in-house team could not achieve without compromising their objectives. Leveraging the latest technological advancements, Sphere effectively addressed the client’s challenges and delivered significant quantifiable results.

By combining their expertise in applying the latest technologies, provisioning tools efficiently, and managing delivery, Sphere derived the right solution without lengthy experimentation. This efficient approach allowed the client to achieve their desired results sooner.