Software robots in the NAY retail chain help manage seasonal customer surges

Retail and services

In recent years, due to the growing share of online sales, the NAY chain of electronics retail stores has experienced the biggest seasonal manpower challenges in their back office and call centre. With management pondering how to address this chronic problem more innovatively, the topic of automation inevitably came to the table. One key idea was to try to automate monotonous, labour-intensive, and time-consuming processes and activities that put the greatest strain on inhouse staff during seasonal fluctuations.

Case study was published 07.02.2022

Requirements

Streamline administrative processes and eliminate bottlenecks
Improve customer satisfaction and loyalty
Eliminate errors inherent in any manual operations
Reduce business risks
Increase employee job satisfaction

Solution

Perform an audit and select suitable processes for RPA in tandem with an integrator who provides know-know and best practices from other retail companies
Deployment of the UiPath software platform
Automation and optimisation of selected processes

Results and benefits

Ensuring seamless processing during surges in online sales without the need to hire temporary staff

Eliminating bottlenecks that could otherwise lead to unnecessary delays, such as when refunding customers, handling complaints, and checking the availability of goods

Improving customer service by speeding up processes

Freeing employees from repetitive monotonous tasks, thus increasing their job satisfaction

Reducing the costs of part-time labour hired to help with seasonal sales fluctuations

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