RPA for 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

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

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

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