NHS – Robotic Process Automation (RPA) Healthcare Case Study
Case Study Financial Automation for the Health Industry Automation of the Nurse Rostering Process for NHS Market Health. Welsh National Health Service (Gwasanaeth Iechyd Gwladol
Case Study
German Telco – Robotic Process Automation (RPA) Telecommunications Case Study
Account Automation for the Telco Industry
Call Centre Automation for the Telecommunications Market.
Market
Telecommunications / Telecoms
The Challenge
Creation of accounts in multi-systems by call centre agents.
Solution
Robotic automation of the creation, update & disabling of accounts.
Delivering Automated Call Centre Processes
Each time external call centre agents are hired to handle sudden peaks in workload, a complete set of accounts in all the systems has to be created.
Project Scope
As an external workforce is hired with very little advance warning, it is crucial to set up their accounts quickly, so they can start working right away. Since these resources are only working for short periods of time, these accounts have to also be disabled quite frequently.
This process led to hundreds of account transactions per week needing to be actioned manually.
Virtual Workforce
In order to be able to create, update and disable huge numbers of accounts in multiple applications, the client set up a robot automated process to handle all of these changes.
The robot picks up the work item in a centralised account management system, and executes all necessary actions over multiple systems, in a timely and quality controlled way. This allowed the resource reassignment of these error prone and stressful tasks, so that they can work on more gratifying and intellectually challenging activities.
- Instead of taking up to 15 minutes of human work time per account, this work is now handled by e:Agent within 30 seconds.
The robot picks up the work item in a centralised account management system, and executes all necessary actions over multiple systems, in a timely and quality controlled way.
Why T-Plan Robot
- GUI level automation meant no API interaction.
- Tool easy to use as limited on-site programming expertise.
- Centralised control over the automated processes.
- Management control of scheduled tasks.
Results
- Time reduced automating manual tasks.
- Staff resource freed up for other processes.
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