A mid-size retail company based out of North America offers a wide range of products under various formats ‚Äď making it stand out among competitors in the market. The retail client wanted to automate manual and cumbersome processes to enhance their customer experience/satisfaction and post-sale support.

ClientRetailServicesRPA & AIYear 2022

Key Challenges

  • The retail firm faced challenges with inefficiencies in their contact centers, fraud alerting modules, and cross-sell & up-sell strategies which resulted in less growth
  • Customer interaction was time-consuming, frequently resulted in delayed responses, and left customers frustrated
  • The large volume of tedious and error-prone tasks, lack of control, and pro-longed SLAs (service-level agreement) had overwhelmed both customers‚Äô and employees‚Äô experience
  • Needed an end-to-end platform that offered a comprehensive view of all the reporting/data, alerts, and offers. ‚Äč
  • Invoice processing was labor-intensive and had become a real burden
  • Needed to upgrade their security to detect fraudulent activities

Solution

  • Sparity automated mundane and repetitive tasks and provided workflow-based solutions to cater to the contact center users
  • Developed a new servicing desktop solution that will enable them to comprehensively view all customer details, enhance reporting/data capabilities, provide proactive alerts, cross-sell offers, and more
  • Implemented necessary security changes for better fraud detection‚Äč ‚Äč
  • Sparity developed a solution combining optical character recognition (OCR) with Robotic process automation (RPA) that enabled the robots to learn how to interpret, extract, and process data from a wide variety of document types.
  • Employed pre-trained machine learning models to identify and retrieve the bill-of-lading fields. ‚Äč
  • Offered a fully automated and configurable solution that is more flexible for Line of Business (LOB) to configure rules for the fraud alerting module.
  • Automated customer authentication process combined with dynamic alerts and cross-channel contact history in an effort to enhance security against rising social engineering and fraud attempts.
  • Implemented algorithms to identify cross-selling and upselling opportunities for existing customers.
  • Automated manual ordering, resupply processes, and other supplier interactions
  • Employed RPA bots for transactional tasks such as inventory transfers, markdowns, and return-to-vendor merchandise
  • Sparity automated 20+ processes across multiple business functions

Benefits

  • Streamlined and simplified business operations by consolidating, standardizing, and optimizing processes through a combination of RPA and AI solutions
  • Achieved High Operational Efficiency with around 90% time-savings per process, which improved employee satisfaction and performance
  • Significantly shortened wait times and a 7% decrease in average handle time (AHT) seen during phase 1 implementation, allowing them to focus on more value-adding activities
  • Reduced error rates to nearly 0% and increased service delivery time
  • Expected $430K increase in revenue for the first year through integration with (RTO) real-time optimization (Upsell & Cross-Sell
  • Improved customer satisfaction and increased service requests through the application