RPA for Customer Service

Co-bots for happy customers.

With RPA in customer service, digital assistants handle simple queries quickly and in a case-closing manner, your customer service representatives gain time for friendly, competent, and relaxed advice in the more complex cases. In this way, everyone will be happy – your employees and, above all, your customers.

More Speed

Software robots carry out tasks quickly and tirelessly  thus accelerating your processes.


The virtual employees work precisely and error-free – and you can look forward to excellent results.

Increased satisfaction

The digital colleagues take care of annoying routine jobs – making your employees happy.

Process meter readings

Industry: Energy & Utilities
Function: Customer Service

A German energy supplier scans its customers’ meter reading cards using OCR (Optical Character Recognition) software and provides the extracted information as a structured data set. The customer service staff transfers the data to SAP so that billing can take place for each customer and meter.

The employees have to enter the meter readings into SAP immediately and accurately so that the invoices can be created quickly as well as correctly. With 8,000 meters a year, each with a processing time of 3 minutes, an enormous volume of work adds up – this costs money and takes valuable time from employees. Moreover, this monotonous work is also prone to errors.

Classic “Swivel Chair Automation”, i.e. a simple data transfer from one system to another: Servicetrace software robots take the meter readings from the data record and automatically transfer them to SAP, which then creates invoices for each customer or meter.

High process quality:
no input errors due to automatic transfer of data

Completion in due time:
due to the shorter processing time, invoices are delivered to the customers in a timely manner

Reduction of working hours:
employees gain 400 working hours per year

Change Installment Payments

Industry: Energy & Utilities
Function: Customer Service

A German energy supplier receives about 14,000 applications for changes to installment payments per year. Customer service employees enter these requests manually into SAP and first check whether the requested change is within the defined limit and, in the next step, if the customer still has overdue payments outstanding. Only then can they inform the customer of the result.

The customer service employees have to carefully review the requested changes for admissibility before accepting or rejecting them. This must be done without mistakes and immediately, but takes a lot of time for the employees to do. Each request needs about 5 minutes to process.

Servicetrace software robots process all incoming requests automatically. They record them in SAP and examine the agreed upon installment limit for the meter as well as any open payments. If the change requested is permissible, the software robots send a change confirmation to the customer. If the request is inadmissible, the software robots inform the person responsible, who can then contact the customer.

Improve quality:
no mistakes can occur during automated comparison of information

Satisfied customers
thanks to the accelerated processing of applications

Free up capacity:
1,100 hours saved per year can be used for value-adding work

Handle standard requests

Industry: Insurance
Function: Customer Service

The clerks of one of the biggest German insurance companies with around 2 million customers process an enormous volume of time-bound requests every day. The insured customers communicate via various channels and submit e.g. contract changes or cancellations by fax, e-mail, via the form in the digital
customer portal, or written by hand.

The high amount of work with scarce employee resources and peak loads at the end of the year leads to overtime, frustration, and mistakes. The relatively large amount of typical routine issues leaves little time for handling more complex claims.

The solution automates the processing of the incoming mail and the handling of standard requests. A combined solution of OCR (Optical Character Recognition) and NLP (Natural Language Processing) semantically evaluates all data from (scanned) letters, faxes and digitally incoming customer requests.

All standard requests are forwarded to a software robot (RPA) for an automated, case-closing dark processing. Only the more complex cases, which require human judgement, are dispatched to the responsible clerk.

Less stress for the clerks:
more time for complex tasks, and a dialogue with customers

Error-free and timely processing of standard requests:
thereby fewer second and third requests

~ 50% end-to-end dark
processing: i.e. fully automated, case-closing processing of customer requests

Compare & Design Prices

Industry: Pharma
Function: Customer Service/Sales

An international pharmaceutical group sells its products on a large online marketplace. Since its competitors are also present on this platform, customers can easily compare article prices.

In order to be able to compete, employees must monitor the prices of a large number of competitors’ products, which is not only a very monotonous but also a very time-consuming activity.

Servicetrace software robots automate this process.

They read the EAN numbers of the products from an Excel file, search for them in the online marketplace, extract their current price, and compare it with the one in the Excel list. If the prices differ, the digital employees update them automatically.

Higher employee satisfaction:
employees get freed from monotonous activities

Process quality:
the long list is updated reliably and without errors

High time savings:
through automation of the entire process

Status Check: Passports

Industry: Public Sector
Function: Customer Service

A German city administration accepts applications for new passports. The actual passport creation does not happen on site, but at a nationwide agency (Bundesdruckerei). The employees of the city administration monitor the status and timely processing of all local applications via a municipal software. When the passport is ready, the citizen is informed via e-mail.

The manual monitoring of applications and notification of applicants is very time-consuming and requires enormous resources in the municipal administration.

Servicetrace software robots scan the list of open passport applications daily and check the processing status in the municipal software.

If the deadline is exceeded, they report it to the respective person in charge. Once the passport has been printed, they automatically inform the applicant via e-mail.

Saving time:
through automated monitoring of and informing about the status

Customer satisfaction:
immediate and transparent information about the processing status

Quality improvement:
errors and missed deadlines are immediately escalated to the clerk in charge

Stress Test for the Webshop

Industry: Retail
Function: Customer Service

Every year again: The Christmas business generates an enormous amount of annual load on the webshop of a large British retailer. At peak times, there are a daily amount of 25,000 transactions – and the trend is rising.

At peak load, the performance of the webshop suffers and digital sales stagnate: Slow loading times annoy impatient online customers who, in the worst case, cancel transactions such as customer login, research, or
payment, to migrate with just a few clicks to the digital competition.

In a stress test, Servicetrace software robots with massive parallel access simulate the expected peak load on the webshop. For each transaction, they measure the system performance from the customer’s point of view, e.g. how many milliseconds it takes from entering the URL to completely loading the online shop.

On the basis of the measurement results from the stress test, the IT department can proactively configure the involved system components optimally.

Fast loading times:
24/7 top performance in the online shop

Optimal conversion rates:
winning and retaining satisfied online customers

Digital revenue:
achieving and exceeding goals

E2E Call Center Automation

Industry: Retail
Function: Customer Service

An expanding bicycle retailer gets an increasing number of customer inquiries due to its online sales feature – this creates peak loads in the customer service department. As a result, customers have to spend a long time on hold when calling customer service and requests are more often than not processed with delay. Customers react by writing negatively about the brand on social media.

The bicycle retailer wants to speed up the processing of customer inquiries without high additional costs in order to restore customer satisfaction and thus its own online reputation.

A chatbot reads the requests received via e-mail and live chat.

Standard requests, such as requests for delivery times, are automatically processed by software robots – for this purpose, the digital employees access information from Salesforce and SAP – and the customer receives appropriate feedback.

The chatbot delegates more complex concerns to the call center agents.

approx. 800 researched tenders/day

Relief for employees

Managing a growing data volume with consistent resources


Contact us and start your Automation Journey.