Whitepaper | RPA

Language: English
Download

WEBINAR: Smart Robotic Process Automation

Language: GERMAN

Attended RPA

Digital Transformation for the Service Industry

In order to meet the requirements for successful customer experience management, workflows in customer contact nowadays often require the parallel use of a variety of applications, the switch between the front office and the back office or the real-time access to a wide range of information sources.

Unified Desktop reduces complexity and creates an overview

A non-invasive front-end integration ensures that the required and important information for customer communication is available any moment, and superfluous information is not displayed; without complex integration at database level or interface programming.

(Part-) Automation creates free space and time gain

Standard processes can be fully automated (RPA) and important process steps can be individually controlled by employee service (RDA). This creates capacity gains for the basics as well as process acceleration and increased cost efficiency.

THE ADVANTAGES OF OUR SOLUTION

HIGHER SALES AT LOWER COSTS

  • Increase First Call Resolution
  • Reduction of the average handling time
  • Workflow Optimization & Desktop Automation
  • Maximize up & cross selling opportunities
  • Exploiting service-to-sales potentials

TIME TO MARKET REDUCES

  • Reduced training time for the agents
  • Reduced training efforts for new employees
  • Application-wide reporting

IMPROVED AND SECURED PROCESSES

  • Reduce errors and prevent fraud
  • Ensure compliance rules

IMPROVED CUSTOMER EXPERIENCE

  • 360 ° Contextual customer information
  • Next Best Action
  • Profile-based guidance
  • Best practice analyses
  • Higher employee motivation

LONG-TERM IMPROVEMENTS

  • Operational Excellence
  • Sustainable agility
  • Better Customer Lifetime Value
  • Lower employee incidents
  • Stronger governance

PROCESSING TIME
Decrease on average by 80%

Customer Satisfaction
Increases by 50%

Customer Loyalty
Increases by an average of 80%

THE APPLICATION AREA OF OUR SOLUTION

  • Perfect workflow optimization through consolidation & Automation
    The customer contact is managed professionally by automating repetitive tasks and automating data transfer between applications for time saving and error prevention. The agent can concentrate on the essentials: the customer communication.
  • Unified Desktop with 360 ° view
    The context-related information representation to avoid searches and support in the “Next Best Action” area, as well as the integration of different optimized presentation of existing applications and the integration of data from different sources, lead to more service excellence in customer contact.
  • Extending outdated and simplified existing technologies through web services
    The migration to SaaS enables different locations use as well as time savings through single sign-on.

Attended RPA

Unattended RPA

CASE STUDY| INSURANCE

Typical problem areas: Mainframe applications or character-oriented applications in almost all processes

  • For years, they were no changes or further developments of the mainframe applications (cost / risk / knowledge)
  • Complex integration with other applications
  • Low ergonomics and steep learning curve
  • Automation for mainframe applications is not common

Different partner applications in business processes

  • Few or no backend APIs, many manual processes (copy & paste) in the portals / files
  • Frequent changes to laws, processes or portals make coherence and long-term planning a current problem

Labor-intensive processes

  • Eligibility check, opening and closing accounts, marketing campaigns
  • Steep learning curve

Paperless operation is the goal for many, but it is difficult to achieve with the current systems and processes

SOLUTIONS FOR THE INSURANCE INDUSTRY

WITH OUR SOLUTION, NO CHANGES IN ITS EXISTING APPLICATIONS ARE REQUIRED. THE SOLUTION CAN BE USED WITH ANY SYSTEMS OR APPLICATIONS.
  • Contextor can automate the mainframe sessions
  • Contextor can create a web overlay for mainframe sessions or replace mainframe applications
  • Contextor can automate an application – regardless of its ownership- and integrate it seamlessly into the business processes
  • Contextor can automate processes and train the employees simultaneously
  • Contextor can be used to avoid the printing of any documents (transfer of scanned documents, management of workflows, reports, checklists, etc.).

TYPICAL PROJECT DEVELOPMENT

PROJECT OVERVIEW

Project workshop:
Definition of the project KPI, implementation of concrete, customer-specific use cases, time requirements 4-6 hrs.

Technical Pre-Check:
Here, the technical requirements are checked, the used systems of the process are recorded, time requirements 1-3 hours.

System development of the pilot:
Average 5-6 days

Pilot phase in the productive environment:
between 4-6 weeks duration, measurement of the defined success factors (project KPI), Implementation into operation

Contextor’s clients include:

Back to Solutions

Get in Touch with us

For new business and other questions

Phone
GE: +49 621 490 93 130
CH: +41 21 560 329 0

E-Mail
digital@sogedes.com
systems@sogedes.com


I have read and accepted data protection statement.

SOGEDES

SOGEDES