Modis Innovation Lab - RPA

Modis Innovation Lab - Robotics Process Automation

Posted 24 September 2018
We put together a tailored solution to eliminate Swivel Chair work through Robotics Process Automation (RPA)

Business Need

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Our client was using significant resource on case exchange activities between two ticketing systems. This was low-volume work but required swivel agents to be available at all times during work hours. Innovating a new case exchange solution would have a high cost.

So the business required a solution that was:

  • Automated case exchange activities between 2 ticketing systems
  • Be available at all hours
  • Follow a rule-based process to be followed for normal, standard and emergency change requests
  • Cost-efficient


We put together a tailored RPA solution for our client that monitors the two ticketing systems and performs case exchange activities within the defined process rules. This solutions allows the automated system to:

  • Raise new change records
  • Update existing change records
  • Send email notification to stakeholders
  • RPA solution works in unattended mode


Our client benefited from a fully end-to-end automation of its process and freed up resource to focus on other projects. As well as an efficiency gain of two Full Time Employees, the business saw:

  • Improved speed, accuracy and SLA compliance
  • Low cost of development and high ROI

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