- Command platform
- Pharmaceutical industry
- Healthcare
- Customer Service
- RPA
- SAP
- Salesforce
- UiPath
- Migration
Context and Challenges
Our client is a global healthcare company founded in August 2000 and based in Madison, Wisconsin. Committed to improving the quality of cancer treatment decisions through research, it is also involved in the development and commercialization of clinical laboratory services.
With a portfolio of leading detection and treatment guidance products, our client helps people make the most complex decisions with confidence.
After having entrusted us with a first project of Robotisation of functional tests on a Web portal with UiPath Test Suite, our customer once again solicited our experts dedicated to Hyperautomation in order to propose an RPA solution to relieve their customer service.
The tumor genetic analysis tests were previously ordered exclusively through their US-based platform. They are now offered on 7 European portals for compliance and regulatory purposes.
The last step of this migration, concerning the 3 most recent portals, risked generating numerous manual operations: it was necessary to transfer the orders between the systems.
Their customer service department, which handles genetic test orders from European oncologists, had to anticipate a very heavy workload following this migration. Their main challenges? Managing the change and automating the associated manual tasks.
Our approach
Our Uipath certified experts in RPA (Robotic Process Automation), robotization and automation brought their expertise by imagining and implementing an adapted solution, based on 3 steps:
- Initial deployment of 2 Attended robots in Customer Service to manage the transition between systems (especially SalesForce) of historical and current orders;
- Identification and automation in unattended mode of other recurring manual tasks in Customer Service (searching for missing documents on orders, opening cases in SalesForce);
- Extension of the solution within the Billing department (SAP automation).
This method of implementing automation solutions is based on progressive deployment. The objective is to bring a precious help to their Customer Service with the quick adoption of customized robots.
Benefits
The realization of this project enabled the Customer Service Department of this global health care company to benefit from:
- Essential assistance in managing the migration of orders to the new portals (over 1,000 reports generated and 1,500 orders assisted)
- Automated management of dozens of daily orders
- Workload assumed by the robots equivalent to 2 FTEs in Customer Service
Our customer offers its employees an additional optimized robotic aid to meet the challenges inherent in the pharmaceutical industry.
Technologies & Partners
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