For this telecommunication company, a full termination of a contract, terminating the internet service for example, takes place in four different systems – CRM, ERP, technical System, document management system. However, the systems are only partially connected. Whereas entering missing relevant termination data and doing key termination actions in the systems had to be done manually. At peak times, the number of terminations couldn’t be tackled by employees in a reasonable time frame. And due to the switch between four different systems the error rate stayed rather high.
Our Solution for this client
We automated selected parts of the termination of contracts process with RPA.
The employees now only need to select the relevant data out of the customers termination. The robot is directly triggered from the document management system‘s database.
Key Result Highlights: Error rate significantly reduced
1 BOT USED
MONTH ROI START
How It’s Done By The Robot
It starts from – A request to terminate the internet service contract occurs, a colleague enters the information into the Document Management System
Terminates contract in ERP
Robot automatically gets the data from the Document Management System and goes to Terminates the contract in the ERP System
Sends notification from CRM
Robot automatically sees if there’s need to inform the customer and opens CRM System to send SMS notification to them
Communication and documentation
Robot automatically generate the confirmation document of the contract termination. It then prints and sends out the confirmation.
Back to Document Management System
Robot automatically takes the termination confirmation document and archive it in the Document Management System
This is how the actual process looks like. Click the image to zoom.