Returns Process

Problem Statement

Any refunds required by customers needed be processed by team members whilst juggling their daily activities. Each refund took a total of four minutes of additional work, with the team member required to ensure accuracy during the transaction to ensure the right amount was refunded.

 

Process Overview

The Customer Service would receive two reports, advising that orders had been Cancelled and / or Returned, it was then the agent’s job to run through these reports and process refunds that had not been refunded, they would occasionally also receive calls from customers waiting for refunds which needed to be prioritised.   This was an attractive process for automation, being awkward, labour intensive and with a requirement for accuracy and speed too.

Systems: MS Excel, MS Outlook, Serv-U Portal (web)

 

Developed Solution

A robot would access both of the reports, run through the customer service system, and provide a filtered report of items that have already been refunded (via calls or other means) and items that still needed refunding – this would slim down the list of items the agent had to check, meaning time spent researching items that had already been refunded, was no longer required.

The results were remarkable.  A Blue Prism digital worker now manages the entire end-to-end process and has reduced the 4 minutes it took a human to complete each return – to only 5 seconds. With an average 60 cases previously being performed each day, has enabled 1250 annual hours to be returned to the business, so staff spend more time serving customers. This has also boosted the company’s ‘rant and rave’ rating to a new high. Buoyed by this success, the RPA team then moved to conducting further legal and finance process automations, which were put into production.

 

Back Office Payroll Accounting

Problem Statement

Twice a month, payroll auditing and bonus reconciliation requires a team to spend several days ensuring the numbers for payment are correct, distracting them from other work.

 

Process Overview

The process currently distracts a full team for around a week a month in total, having to audit payroll. The entire process encompasses 3 other sub-processes, which are regularly susceptible to human error

Systems: Oracle, Outlook

 

Proposed Solution

The automation has been developed to aggregate thousands of records from Oracle, consolidate them into a single source, validate their integrity and load it onto multiple systems, stopping the need for any human interaction.

Document Suite Creation

Problem Statement

The business have a high number of legal documents, created when a new joint venture partnership is launched or sold. Due to high volumes, the small team struggles to keep up with demand.

 

Process Overview

When a joint venture is launched or sold it requires the creation of between 30-40 legal documents. These are all created from information gathered through a standard excel input, populated by the requesting party.

An SME within the legal department copies and pastes data from the excel, inputs to a corresponding field in the document, creating the required legal documents to fulfil the deal.

 

Systems: Excel, Outlook, PowerPoint, Adobe Reader Pro

 

Solution

The virtual worker collects data from the inbound excel file, inputting information within the corresponding field in the necessary document to produce the required documentation for the joint venture.

The unquantifiable benefits of automating this process include reduced risk, increased morale and decreased stress (it was indicated the legal team suffer from stress due to work volumes).

Careplan Transfers

Problem Statement

The transferring of careplans is a lengthy process that consumes high amounts of available resource within what is a small team. There is a backlog of 3 days which is increasing as FTEs are off sick or on leave.

 

Process Overview

Where client careplans are to be transferred from one clinic to another (incl. DD mandate), the SME will firstly retrieve the master excel file from a shared folder (processes daily at 3am). They then copy and paste specific data items into a different excel workbook. Once all the data has been collated, it needs to be added to HEAT (service request) and uploaded to Serv-U web-client. At this point they wait for AnimalHealthcare (3rd party) to complete the excel workbook and respond, then complete the remaining rules-based steps across RX Works and HEAT (navigate using a ticket ID).

Systems: MS Excel, MS Outlook, HEAT (web), RX Works (RDP), Serv-U Portal (web)

Proposed Solution

The VW will collect the Excel file from the share folder, which is run daily at 3am, and use this to push data through the process steps. Due to its nature, once completed the process will require SME approval (which is in-line with current procedures). The process is mostly rules-based with high complexity due to required RDP, however we have proposed to bypass RDP and working with the client to achieve this.

Enhanced Holiday Pay

Problem Statement

Currently, PAH colleague enhanced holiday pay process has a potential error rate of ~£560k+ across 3 departments

Process Overview

Enhanced Holiday Pay (EHP) refers to the government ruling stating that employees are entitled to a week’s pay for each week of statutory leave that they take. A week’s pay is calculated according to the type of hours an employee works and how they’re paid for the hours. This includes full-time, part-time, term-time and casual workers. The EHP process requires reports to be run once per period across all business areas, aiming to accurately calculate and reclaim the incorrect EHP that would otherwise be paid to these employees.

The error rates of this process are significant and equally, since the business has been running this process the reclaimed incorrect EHP has been significant.

Systems: MS Excel, SAP, Crown, Store Backoffice

Solution

This is a strategic automation, whereby the hours returned is lower than a typical automation target, but the error reduction is significantly higher. The solution involved high amounts of report generation from SAP and Crown, following by excel manipulation in order to calculate the enhanced holiday pay per department – in doing so reducing error rates and cutting costs.