Delighting Customers with Automation
Robin Marlow, Global Customer Support Manager at an American electronics company, recognised the urgent need for automation to address high inefficiencies and operational costs. Partnering with Infosys BPM, the company successfully implemented automation across key customer service areas. This strategic move yielded impressive results: streamlined operations, significantly reduced lead times, and a substantial $133K in savings, benefiting both customers and stakeholders.
Approach summary:
- Operations floors in two global delivery centres
- Identification of automation opportunities
- Custom-tailored automation scripts and tools
- Automation across three domains: SAP, Web, MS Office
- Automation testing and optimisation
Key Benefits:
23,000 hrsSaved manual efforts
13 Reduced staff headcount
$133k In cost savings
Improved efficiency and resolution time
Enhanced customer experience
