Cancellation requests no longer have to be taken care of by customer centre staff
Automation
Retail and services
E-shop contact centres are usually very busy departments. When analysing their activities, companies often find that many customer requests are repetitive, time consuming, and expensive. This was also the case with one of our customers, who operates one of the largest e-shops in the Czech and Slovak markets. The company wanted to relieve its contact centre staff of repetitive tasks while also reducing contact centre costs.
Case study was published 10.03.2021
REQUIREMENTS
- Automate the processing of full and partial cancellation requests from customers, and thus reduce costs
- Accelerate refunds to customers as part of cancellation request handling,
and thus increase customer satisfaction - Simplify the reception and handling of cancellation requests
- Shorten cancellation request handling time, especially in the high season
- Reduce human error
- Test the automation before it can be used for other contact centre services
SOLUTION
- Record and describe the customer ticket reception and handling process
- Conduct an audit and produce a process map
- Map customers’ infrastructure
- Design a Robotic Process Automation (RPA) solution
- Complete the solution design, testing, pilot operation, optimization, and roll-out
OUTCOMES
Cost saving (tens of thousands of euros) due to preventing the unnecessary transport of cancelled goods.
Fewer errors in handling customer requests.
More satisfied customers due to much faster refunds and request handling, even in the high season.
Employees not being forced to do robotic work, allowing them to engage in more meaningful activities.
Customer requests being handled by two different robots servicing different communication channels.