A Glowing Process Makeover for Sally Beauty
Sally Beauty Holdings, Inc., a leading global beauty products supplier, sells its CosmoProf branded products exclusively to licensed beauty professionals. However, Michelle Ruggles, Sr. Director of Customer Service at the company, found her team facing challenges in managing customer sign-ups given the manual effort and time-consuming nature of their processes. When Michelle approached Infosys BPM to find a sustainable business process solution that would improve customer experience, the results surpassed her expectations. This case study illustrates how Infosys BPM's comprehensive automation solution, powered by machine learning algorithms, reduced manual efforts from 100% to just 20%. This significant decrease not only minimised customer wait times but also greatly enhanced the overall sign-up experience.
Approach summary:
- Established end-to-end automation approach
- Deployed strategic API integrations
- Set up Azure Cognitive Services
- Integrated machine learning algorithms
- Automated data extraction
Key Benefits:
80% automation achieved throughout the entire process
98% throughput achieved
Process managed through exceptions
83% reduction in AHT for end-end verification
