INTELERA || RPA Solution for Streamlining Customer Order Processing

Industry

Healthcare / Medical Equipment

Product

Robotic Process Automation (RPA) for Order Processing

Technology Stack

Python

Quick Summary

IntelERA implemented a Robotic Process Automation (RPA) solution for a leading medical equipment supplier in the United States to streamline and optimize the order processing workflow. The RPA solution resulted in a 50% reduction in processing time, a 90% reduction in errors, and an annual savings of 18,000 hours of manual work. As a result, the company saw improved operational efficiency, enhanced customer satisfaction, and an increase in overall productivity.

Problem Definition / Challenges

The client, a prominent supplier of advanced medical equipment, was facing significant challenges in a specific business unit responsible for processing customer orders. This unit followed a detailed and systematic process, which included:

Validating Order Details: Ensuring all customer information and order specifics were accurate before generating a purchase order.
Tracking Shipments: Monitoring the shipment process, from order creation to final delivery.
Despite a structured approach, the process was entirely manual, involving more than 10 representatives from multiple workstreams. This created several challenges:
Manual Execution: The process was time-consuming and prone to human error, as each order had to be manually verified and tracked, leading to delays.
Backlog and Delays: The growing number of unprocessed transactions resulted in a backlog of over 2 months’ worth of unprocessed orders, creating delays.
Customer Dissatisfaction: The delays in processing and delivery led to poor customer experiences and missed business opportunities.
Inefficient Resource Utilization: The time-consuming manual processes hindered the ability to redeploy staff to more strategic tasks, leading to inefficiencies.

Our Approach / Solution

IntelERA worked closely with the client to design and implement an automated solution using RPA to address these challenges. The following key components were developed:

Pre-Ship BOT:

This bot automates the validation of customer order details before shipment, ensuring timely and accurate order processing. It eliminates manual verification and accelerates the order creation process.

Post-Ship BOT:

After shipment, this bot automatically updates and tracks the status of each order, ensuring accurate and up-to-date information in the system.

The bots were designed to operate in an unattended mode, running on a predefined schedule during business hours, which eliminated the need for manual intervention. They used secure cloud infrastructure to ensure data privacy, compliance, and security. Additionally, the bots generate automated reports that are shared with relevant stakeholders, enhancing transparency and visibility throughout the entire process.

The Result

Efficient Processing:

The RPA solution now processes 5,200 records monthly, significantly increasing throughput and eliminating manual effort. This enhanced the overall efficiency of the process and allowed the team to focus on higher-value tasks.

Time Savings:

The automation has saved the company 1,800 hours per month, enabling the redeployment of staff to strategic, higher-impact areas.

Error-Free Operations:

By reducing the order processing time by 95%, the bots have ensured a high level of accuracy in order tracking and validation. There have been no errors in the order process since implementation.

Backlog Cleared:

The automation cleared the backlog of over 2 months' worth of unprocessed orders, reducing delays and ensuring faster delivery times. This improved customer satisfaction and helped the client meet growing demand.

Regulatory Compliance:

The automation improved the Turnaround Time (TAT) for processing orders by 95%, enabling the client to meet regulatory requirements 2.5 times faster. This significant reduction in processing time enhanced the reliability, credibility, and operational compliance of the business, further strengthening its standing in the industry.

Increased Operational Productivity:

With the removal of manual processes, the company achieved greater operational productivity, reducing the time spent on order processing and improving overall operational efficiency.

By implementing an RPA solution, IntelERA helped the client successfully optimize a key business process, driving significant improvements in efficiency, accuracy, and customer satisfaction. The automation not only reduced the manual effort involved but also provided the scalability needed to manage growing transaction volumes effectively. As a result, the client was able to meet its evolving business needs and position itself for future growth, handling a 40% increase in order volume.