Modis Innovation Lab

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