NorthAlley

The mid-size retail company based in North America faced challenges in their contact centers, fraud alerting modules, and cross-sell and up-sell strategies, resulting in limited growth.
Inefficiencies in customer interaction, time-consuming processes, and a large volume of tedious tasks overwhelmed both customers and employees.
The need for an end-to-end platform offering a comprehensive view of reporting, data, alerts, and offers, along with labor-intensive invoice processing and upgraded security for fraud detection, was critical.

Addressed these challenges by automating mundane tasks and providing workflow-based solutions for contact center users.
A new servicing desktop solution was developed to comprehensively view customer details, enhance reporting and data capabilities, provide proactive alerts, and facilitate cross-sell offers. Security changes were implemented for better fraud detection.
The solution involved combining optical character recognition (OCR) with robotic process automation (RPA) to interpret, extract, and process data from various document types.
Pre-trained machine learning models were employed to identify and retrieve bill-of-lading fields.
A fully automated and configurable solution was offered for the fraud alerting module, allowing flexibility for the line of business (LOB) to configure rules.
Automation covered customer authentication, dynamic alerts, cross-channel contact history, and identification of cross-selling and upselling opportunities.
RPA bots were employed for transactional tasks such as inventory transfers, markdowns, return-to-vendor merchandise, and other supplier interactions. Over 20 processes across multiple business functions were automated.

Streamlined business operations through the consolidation, standardization, and optimization of processes with RPA and AI solutions.
Achieved high operational efficiency with around 90% time-savings per process, improving employee satisfaction and performance.
Significantly shortened wait times and a 7% decrease in average handle time (AHT) during phase 1 implementation.
Reduced error rates to nearly 0% and increased service delivery time.
Expected $430K increase in revenue for the first year through real-time optimization (Upsell & Cross-Sell).
Improved customer satisfaction and increased service requests through the application.

Project outcomes

Successful automation of 20+ processes across multiple business functions.
High operational efficiency with significant time-savings and reduced error rates.
Improved customer satisfaction and increased revenue opportunities.